Paulina Ugay
Fullerton,CA
Summary
Highly adaptable individual bringing over 10 years of experience in customer service roles. A customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. .
Overview
13
13
years of professional experience
Work History
Customer Service/ Cake Sales
Patty’s Cakes
04.2021 - Current
- Handles orders of incoming guests in person, online, and over the phone while answering any questions
- Responded promptly to inquiries regarding orders and any follow up details.
- Resolve any conflicts while maintaining high level of customer service along with using proper telephone and online etiquette
- Assisted guests throughout the duration of an event by providing directions or answering questions about order details
- Collaborated with clients to identify their goals and expectations from the event.
- Tracked payments and balances for various events.
- Collaborated with team on social media campaigns promoting upcoming events.
- Created content for emails, newsletters and website regarding upcoming events.
Medical Receptionist (Temp)
Optum
Fullerton, CA
11.2020 - 12.2024
- Provided assistance with obtaining referrals and preauthorizations when needed.
- Performed administrative tasks such as filing paperwork, answering phones, faxing documents and responding to emails.
- Called patients to confirm scheduled appointments and obtain additional details.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Protected patients by observing strict HIPAA guidelines.
- Communicated with patients with compassion while keeping medical information private.
Health Club and Spa Front Desk Receptionist
Hilton
Anaheim
08.2018 - 03.2020
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Responded to inquiries and room requests made online, by phone and via email.
Crew Leader/Guest Services
AMC DINE-IN Fullerton 20
Fullerton
03.2012 - 09.2018
- Responsible for phone interviews for hiring, training, and maintaining crew to prepare for peak film releases and ensure smooth day to day operations
- Assisted with any guest questions or concerns to successfully provide each guest with exceptional customer service.
- Trained new hires on job duties, safety protocols, and company policies.
- Assisted in resolving customer complaints or issues quickly and efficiently.
- Settled issues among crew members by addressing problems immediately and mediating disagreements.
- Directed team of 10-15 crew members in daily operations and assigned tasks.
Learning Resource Center Front Desk Clerk
Cypress College Library
Cypress
08.2017 - 05.2018
- Performed administrative support tasks such as making appointments and answering any questions regarding the campus and the centers within it
- Scheduled tutoring appointments for students and answering questions regarding checking in and the subject of their appointments, along with communicating with tutors in regards to their schedules or any conflicts
- Answered department telephone calls using telephone etiquette for appointments or any questions about services provided in the center.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered incoming calls and directed them to the appropriate personnel.
- Verified identification for student security purposes.
Education
Associate of Arts - Sociology
Cypress College
Bachelor of Arts - Sociology
California State University, Fullerton
Skills
- Customer and Personal Service
- Interpersonal Communication
- Critical thinking and problem solving
- Computer Proficient
- Task Prioritization
- Time Management
- Problem-Solving Abilities
- Adaptability and Flexibility
- Effective Communication
- Teamwork and Collaboration
References
- Samantha Mancilla, AMC Theatres, 714-366-3253
- Ally Rocha, Cypress College, 714-519-5912
- Jerome Yabut, Hilton Anaheim, 714-860-9125
Affiliations
- Relay for Life Events
Timeline
Customer Service/ Cake Sales
Patty’s Cakes
04.2021 - Current
Medical Receptionist (Temp)
Optum
11.2020 - 12.2024
Health Club and Spa Front Desk Receptionist
Hilton
08.2018 - 03.2020
Learning Resource Center Front Desk Clerk
Cypress College Library
08.2017 - 05.2018
Crew Leader/Guest Services
AMC DINE-IN Fullerton 20
03.2012 - 09.2018
Associate of Arts - Sociology
Cypress College
Bachelor of Arts - Sociology
California State University, Fullerton
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