Nicole Vaitohi
Anchorage,AK
Summary
Dedicated Medical Administrative Assistant works productively with diverse personalities and experienced in busy clinical settings. Knowledgeable in schedule, records and front desk management. I am also organized and accurate in managing work flow. I do offer a successful career history comprising more than 15 years.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist Lead
ASTAC
2023.02 - 2024.09
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Investigated customer complaints and escalated issues to address critical requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
Lead Medical Receptionist
Arctic Chiropractic
2022.03 - 2022.07
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Completed clerical duties and tasks for clinic administration.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
Administrative Assistant
Allied Alaska
2011.09 - 2022.03
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Dispatcher Office Assistant
Alaska Yellow Dispatch
2016.11 - 2017.07
- Directed dispatching, routing and tracking of fleet vehicles.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
CNA
Alyeska Assisted Living
2015.01 - 2015.10
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Administrative Assistant
Alaska CHARR
2013.08 - 2014.07
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Handled client correspondence and tracked records to foster office efficiency.
- Scheduled office meetings and client appointments for staff teams.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Housekeeping Attendant
Doyon Universal Services LLC
2010.02 - 2011.01
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
Education
GED -
Ninestar Education
Anchorage, AK05.2011
Certification - CNA/PCA
Older Persons Action Group
Anchorage, AK05.2007
Skills
- BLS Certified
- Operational Requirements
- Technical Library Maintenance
- Medical Recordkeeping
- HIPAA Guidelines
- Patient Intakes
- Travel Planning
- Needs Assessment
- Attention to Detail
- Team Leadership
- Appointment Scheduling
- Patient Screening
Certification
- CNA - Certified Nurse Assistant
- PCA - Personal Care Aide
- First Aid/CPR Certified
Additional Information
ACTIVITIES
Polar Little League Softball- Anchorage, AK (1996-2000)
Polar Little League T-ball volunteer coach- Anchorage, AK (2000-2004)
Veterans Hospital volunteer -Anchorage, AK (2000-2001)
Pioneer Home volunteer- Anchorage, AK (2006-2007)
Girl Scout Leader- Anchorage, AK (2010-2022)
Timeline
Customer Experience Specialist Lead
ASTAC
2023.02 - 2024.09
Lead Medical Receptionist
Arctic Chiropractic
2022.03 - 2022.07
Dispatcher Office Assistant
Alaska Yellow Dispatch
2016.11 - 2017.07
CNA
Alyeska Assisted Living
2015.01 - 2015.10
Administrative Assistant
Alaska CHARR
2013.08 - 2014.07
Administrative Assistant
Allied Alaska
2011.09 - 2022.03
Housekeeping Attendant
Doyon Universal Services LLC
2010.02 - 2011.01
- CNA - Certified Nurse Assistant
- PCA - Personal Care Aide
- First Aid/CPR Certified
GED -
Ninestar Education
Certification - CNA/PCA
Older Persons Action Group