Patricia Gillman
Oceanside,Ca.
Summary
Dynamic professional with a proven track record at Henry Schein Orthodontics, excelling in customer service excellence and quality assurance. Leveraged problem resolution and complaint handling skills to enhance customer satisfaction and reduce complaints. Demonstrated ability to remain calm and professional under pressure, achieving superior product knowledge and fostering customer loyalty. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Henry Schein Orthodontics
11.2009 - 07.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer inquiries via phone, email and web-based platforms.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Maximized customer satisfaction by organizing [Product or Service] repairs, replacements and deliveries.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Assisted call-in customers with questions and orders.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified and resolved discrepancies and errors in customer accounts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Stock Room
Henry Schein Orthodontics
01.1998 - 07.1998
- Organized stock room for easy access to merchandise, improving restocking efficiency.
- Received praise from management for consistently maintaining a clean, organized workspace in the stock room area.
- Counted supplies in stock room and posted totals to inventory records using RF scanner.
- Streamlined restocking processes by keeping track of merchandise movement between storage rooms and shop floors.
- Supervised stockroom activities and dispensed supplies.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Receptionist
Henry Schein Orthodontics
01.1997 - 01.1998
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Packaging Clerk
Henry Schein Orthodontics
01.1994 - 02.1997
- Contributed to a safe work environment by adhering to safety guidelines and reporting potential hazards.
- Maintained accurate records of completed orders, ensuring proper tracking for invoicing purposes.
- Collaborated with team members to meet daily production goals and maintain high-quality standards.
- Maximized workspace functionality through effective organization and cleanliness.
- Worked closely with quality control teams to address any product defects or issues before shipment.
- Improved order accuracy with meticulous attention to detail in product labeling and documentation.
Data Entry Clerk
North Star Bank
01.1991 - 01.1994
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data entered into system to produce error-free reports.
Supervisor of Operations
Lancer Pacific Orthodontics
01.1982 - 01.1990
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Interceded between employees during arguments and diffused tense situations.
Education
Certificate - Micro Applications
Palomar College
San Marcos, CAGraduate Certificate -
New York Opportunity Center
Albany, NY01-1991
Graduate Certificate -
Escuela De Decoracion De Interiores Overhausen
Puebla Pue Mex.01-1978
High School Diploma -
Colegio Americano De Puebla
Puebla Pue Mex.01-1974
Skills
- Quality Assurance
- Inbound Customer Service
- Problem Resolution
- Complaint Handling
- Call center experience
- Data Entry
- Order Processing
- Database Research
- Call logging
- Billing Adjustments and Refunds
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Customer Account Management
- [Product or Service] support
- Customer service excellence
Certification
- Keyboarding Specialist Certificate
- New York Opportunity Center
Languages
Spanish
Full Professional
Timeline
Customer Care Specialist
Henry Schein Orthodontics
11.2009 - 07.2024
Stock Room
Henry Schein Orthodontics
01.1998 - 07.1998
Receptionist
Henry Schein Orthodontics
01.1997 - 01.1998
Packaging Clerk
Henry Schein Orthodontics
01.1994 - 02.1997
Data Entry Clerk
North Star Bank
01.1991 - 01.1994
Supervisor of Operations
Lancer Pacific Orthodontics
01.1982 - 01.1990
Certificate - Micro Applications
Palomar College
Graduate Certificate -
New York Opportunity Center
Graduate Certificate -
Escuela De Decoracion De Interiores Overhausen
High School Diploma -
Colegio Americano De Puebla
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