Micaela Sandy
Maywood,NJ
Summary
Insightful and goal-oriented professional pursuing a Medical Administrative position in the job market. Education focused on increasing workplace efficiency and effectiveness through application of concepts from managerial and organizational psychology. Possess experience providing excellent customer service to diverse customer populations. Trained in appointments, front desk management and recordkeeping. Helps staff maintain office operations at optimal levels with great organizational and multi-tasking abilities. Skilled at typing correspondence and managing files.
Overview
7
7
years of professional experience
Work History
Reservation Sales Agent
Walt Disney World Parks And Resorts
Tampa, FL
08.2021 - Current
- Manage online booking inquiries and assist guests with questions throughout the entire booking cycle.
- Suggest various packages and amenities to guests, helping each find the perfect accommodations to fit personal needs.
- Provide follow through on all calls with confirmations and dissemination of requested information.
- Provide guests with information about availability and pricing.
- Maintain awareness of types of rooms available in different resort locations.
- Manage and close reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answer incoming phone calls and develop friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provide high level of customer service to each person by engaging guests and using active listening and effective interpersonal skills
Utilize Passport, SBC, Skywalker Transfer System, Avaya Phone System among others. - Talk guests through making park reservations, linking tickets and resort reservations, and navigating the MDX app.
- Explaining, transportation, and accommodation options to guests.
- Provide callers with information about availability and pricing.
Customer Service Representative Agent
PSCU
Saint Petersburg, FL
10.2020 - 09.2021
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Communicated with all customers and staff in pleasant and professional manner.
- Analyzed and resolved customer billing complaints and questions.
- Managed high call volume with tact and professionalism Provided excellent customer service.
- Processed payments.
- Answered inbound calls from customers.
- Effectively communicated with customers via phone during entire duration of shift in high call volume environment.
- Established lasting and meaningful connections with clientele
Provided accurate and appropriate information in response to customer inquiries. - Responded to billing inquiries and adjustments while maintaining positive attitude.
- Spoke in polite, clear, and well-versed phone manner.
- Represented several hundreds of credit. unions as customer relations.
- Approached multitasking use of several computer programs, phone operation, and communication with enthusiasm and confidence.
- Provided elevated customer experience to generate loyal cliental.
- Acted professionally and patiently when addressing negative customer feedback.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Customer Service Representative
24/7 Intouch - Airbnb
Clearwater, FL
02.2020 - 04.2020
- Used multiple messaging systems.
- Updated digital files in a call center environment, quickly and effectively.
- Resolved customer issues and complaints using natural friendliness and superior interpersonal and customer service skills.
- Responded or transferred calls as per requirements.
- Experienced in computer database systems with strong command of data entry.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided expedient solutions with pin point accuracy to ensure service integrity.
- Effectively dealt with job stress, angry callers, and upset customers.
Received inbound calls and made outbound calls to prospective customers. - Showed patience and courtesy regardless of customers behavior, tone, or expression.
- Helped customers navigate websites and manage orders.
- Regularly exceeded daily sales and product add-on quotas.
- Answered constant flow of customer calls with minimal wait times.
Guest Ambassador (Seasonal)
Enchant (Tropicana Field)
Saint Petersburg , FL
11.2019 - 01.2020
- Interacted with guests and provided exemplary service.
- Used POS system.
- Greeted and did ticket scanning.
- Skate rentals.
- Spread holiday cheer to all guests who attended Enchant Christmas.
- Welcomed guests quickly to optimize satisfaction and revenue potential.
- Reviewed tickets and provided directions to different facilities.
- Welcomed guests and made immediate connections in order to drive satisfaction and sales.
- Helped to create entertaining, fun and memorable guest experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing and support policies and procedures.
Medical Receptionist
Nelson Dermatology
Saint Petersburg, FL
04.2019 - 10.2019
- Checked patient insurance, demographic and health history to keep information current.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Transcribed phone messages and relayed to appropriate personnel.
- Enhanced office productivity by handling high volume of callers per day.
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Maintained current and accurate medical records for patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
- Completed patient referrals to other medical specialists.
- Supported office staff and operational requirements with administrative tasks.
Reservation Sales Agent & Itinerary Planner
CIE Tours
Morristown, NJ
05.2017 - 08.2018
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized NAVIS to input all key data into hotel’s database system.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Resolved various issues and discrepancies for customers.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Used Microsoft Word and other software tools to create documents and other communications.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Obtained information from clients and making travel arrangements as per their specifications.
- Designed cost-effective travel packages that suit clients’ needs and budgets.
- Explained flight, transportation, and accommodation options to clients.
- Made recommendations regarding travel safety, visas, and immunizations.
- Updated and recorded all client information on database.
- Booked excursions, flights, and hotels, as well as arranging transport according to client specifications.
- Negotiated best rates with hotels, rental companies, tour guides, and restaurants.
- Answered all clients’ questions and addressing complaints in timely manner.
- Conducted research, which may include visiting hotels, resorts, and restaurants.
- Maintained a high degree of professionalism and maintained client confidentiality.
Data Processor Assistant/Front Office Assistant
Memorial Middle School
Tampa, FL
05.2008 - 09.2011
- Data Entry.
- Filing.
- Answer phones/switchboard.
- Faxing.
- Tours of school.
- Ordered office supplies.
- Interacted with public on phone and at reception desk to answer questions and resolve issues.
- Verified data entered into database by reviewing, correcting and deleting data.
- Checked completed work for proper spelling, grammar, punctuation and format.
Education
Bachelor of Science - Organizational Behavioral Principles
Colorado Technical University
Colorado Springs, CO09.2017
Skills
- Call Transfers
- Medical Report Preparation
- Medical Recordkeeping
- Organization and Time Management
- Data Entry Software
- Reminder Calls
- HIPAA Guidelines
- Office Supplies and Inventory
- Critical Thinking
- Cleaning and Sterilizing
- Front Desk Operations
- Reading Comprehension
- Patient Eligibility Requirements
- Computer Proficiency
- Office Management
- Calendar and Appointment Management
- Analytical and Critical Thinking
- Interpersonal Communication
- Dependable and Responsible
- Good Telephone Etiquette
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Reservation Sales Agent
Walt Disney World Parks And Resorts
08.2021 - Current
Customer Service Representative Agent
PSCU
10.2020 - 09.2021
Customer Service Representative
24/7 Intouch - Airbnb
02.2020 - 04.2020
Guest Ambassador (Seasonal)
Enchant (Tropicana Field)
11.2019 - 01.2020
Medical Receptionist
Nelson Dermatology
04.2019 - 10.2019
Reservation Sales Agent & Itinerary Planner
CIE Tours
05.2017 - 08.2018
Data Processor Assistant/Front Office Assistant
Memorial Middle School
05.2008 - 09.2011
Bachelor of Science - Organizational Behavioral Principles
Colorado Technical University