Monica Pabon
Las Vegas,NV
Summary
Dedicate Professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges. Motivated to learn, grow, and excel.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Reliable Dental Laboratory
Las Vegas, Nevada
10.2022 - Current
- Conferred with customers by telephone or in person to provide information about products or services.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Relayed customer feedback.
- Case questions and updates.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Assisted customers with making payments.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered incoming customer inquiries regarding product and service information.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Helped customers open accounts, update information and carry out range of routine actions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Developed strong customer relationships to encourage repeat business.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
Dental Laboratory Technician
North Las Vegas Precision Dental Lab
N. Las Vegas, NV
05.2018 - 05.2019
- Marked impressions with case numbers for easy patient identification.
- Modeled patient mouth to produce accurate fits by using dental impression plaster and molds.
- Evaluated model functionality with use of bite-mimicking apparatus, adjusting devices to optimize performance.
- Created models of patients' mouth by pouring plaster into dental impressions and allowing plaster to set.
- Reviewed orders, instructions and prescriptions written by dentist to complete work accurately.
- Matched appearance of natural teeth by applying stains and glazes to restorations.
- CAD/CAM scanning, designing, and milling.
- Communicated with doctors.
- Monitored supply inventory and ordered more ahead of schedule to prevent lost time.
- Fielded incoming calls, answered questions and transferred calls internally.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Entered cases into the computer.
- Invoiced cases
Dental Lab Technician
Streamline Dental Lab
Las Vegas, NV
11.2014 - 04.2018
- Marked impressions with case numbers for easy patient identification.
- Modeled patient mouth to produce accurate fits by using dental impression plaster and molds.
- Evaluated model functionality with use of bite-mimicking apparatus, adjusting devices to optimize performance.
- Created models of patients' mouth by pouring plaster into dental impressions and allowing plaster to set.
- Reviewed orders, instructions and prescriptions written by dentist to complete work accurately.
- Matched appearance of natural teeth by applying stains and glazes to restorations.
- CAD/CAM scanning, designing, and milling.
- Communicated with doctors.
- Monitored supply inventory and ordered more ahead of schedule to prevent lost time.
- Fielded incoming calls, answered questions and transferred calls internally.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Entered cases into the computer.
- Invoiced cases
Front Office/Dental Lab Technician
Sierra Dental Lab
Las Vegas, NV
01.2011 - 07.2014
- Accounts receivable
- Payroll
- Fielded incoming calls, answered questions and transferred calls internally.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Entered cases into the computer.
- Invoiced cases
- Marked impressions with case numbers for easy patient identification.
- Modeled patient mouth to produce accurate fits by using dental impression plaster and molds.
- Evaluated model functionality with use of bite-mimicking apparatus, adjusting devices to optimize performance.
- Created models of patients' mouth by pouring plaster into dental impressions and allowing plaster to set.
- Reviewed orders, instructions and prescriptions written by dentist to complete work accurately.
- Communicated with doctors.
- Monitored supply inventory and ordered more ahead of schedule to prevent lost time.
Skills
- Accounts Receivable
- Payroll
- Caller Assistance
- Telephone Reception
- Welcoming Customers
- Supply Restocking
- Clerical Support
- Exceptional Written Communication Skills
- Company Quality Standards
- Reading Comprehension
- Complex Problem-Solving
- HIPAA Compliance
- Critical Thinking
- Prescription Reading
- Dental Lab Supply Inventory
- Hand Tools
- Hazardous Chemicals
- Laboratory Equipment
- Shipping and Receiving
- Customer service
- Call handling
- Data entry
- Invoicing
- Problem solving
- Attention to detail
- Conflict resolution
- Email communication
- Customer response
- Customer service excellence
- Empathy and patience
- Problem-solving
- Issue follow up
- Organizational skills
- Multitasking Abilities
Timeline
Customer Service Specialist
Reliable Dental Laboratory
10.2022 - Current
Dental Laboratory Technician
North Las Vegas Precision Dental Lab
05.2018 - 05.2019
Dental Lab Technician
Streamline Dental Lab
11.2014 - 04.2018
Front Office/Dental Lab Technician
Sierra Dental Lab
01.2011 - 07.2014