Sofia Alfano
Baltimore,USA
Summary
Healthcare and administrative support professional with 6+ years of experience providing professional, compassionate service in fast-paced environments, combined with hospital-based clinical training at Franklin Square Medical Center and Johns Hopkins Bayview Medical Center. Experienced in computerized systems, data entry, scheduling, documentation, record management, confidential information, and coordinating with patients, customers, and staff. Completed medical terminology training and gained hands-on exposure to hospital workflows, patient care, HIPAA, safety, and infection-control procedures. Known for strong communication, attention to detail, reliability, professionalism, and the ability to prioritize multiple requests while maintaining accuracy and a positive environment.
Overview
10
10
years of post-secondary education
8
8
years of professional experience
Work History
Customer Service Sales Representative
Holabird Sports
Baltimore, MD
11.2021 - Current
- Provide high-volume customer support primarily by phone, with additional email and in-person communication, assisting with orders, account information, payments, returns, and general inquiries.
- Enter, update, and maintain accurate customer and order information using computerized systems.
- Process payments, refunds, exchanges, and account changes accurately while maintaining confidentiality and attention to detail.
- Manage multiple requests simultaneously, prioritize urgent concerns, and remain organized and professional in a fast-paced environment.
- Resolve customer concerns by identifying needs, providing appropriate solutions, and coordinating with other departments when additional assistance is required.
- Maintain accurate records and protect confidential customer and account information.
- Communicate clearly and professionally with customers and coworkers and provide timely follow-up.
- Learn and adapt quickly to new computer systems, procedures, products, and workplace processes.
- Provide consistent, courteous service while balancing accuracy, efficiency, and competing priorities.
Esthetician
Zina's Day Spa & Salon
Canton, MD
04.2024 - 12.2024
- Communicated with clients by phone and in person regarding appointments, services, and scheduling.
- Maintained accurate client information and organized appointment schedules.
- Provided professional and respectful service while maintaining client confidentiality and privacy.
- Managed multiple client needs while maintaining attention to detail and a calm, welcoming environment.
- Followed established safety, sanitation, and workplace procedures.
CNA Clinical Training
Franklin Square Medical Center
Baltimore, MD
08.2019 - 03.2020
- Completed supervised clinical training in a hospital environment with exposure to patient care and daily hospital operations.
- Assisted patients with daily care, mobility, meals, comfort, and basic needs under the direction of healthcare professionals.
- Communicated patient needs and observations appropriately to nurses and other healthcare staff.
- Followed HIPAA, patient privacy, safety, and infection-control procedures when working with patients and protected health information.
- Developed professional communication skills through interaction with patients, families, nurses, and healthcare staff.
- Worked collaboratively as part of a healthcare team in a fast-paced clinical environment.
CNA Clinical Training
Johns Hopkins Bayview Medical Center
Baltimore, MD
01.2019 - 12.2019
- Completed supervised clinical training in a hospital setting while working alongside healthcare professionals.
- Assisted with basic patient care and communicated professionally with patients and healthcare staff.
- Followed patient privacy, safety, and infection-control procedures.
- Gained familiarity with hospital workflows, patient needs, professional healthcare communication, and teamwork.
Education
Esthetician -
Aveda Institute of Maryland
Baltimore, MD 02.2023 - 12.2024
CNA Program - Medical Terminology, Patient Care, Clinical Training
Sollers Point Technical High School
Baltimore, MD 08.2017 - 12.2020
High School Diploma -
Chesapeake High School
Baltimore, MD 08.2016 - 12.2020
Skills
- Medical Terminology
- Patient Communication
- Customer Service
- Data Entry
- Medical Records
- Record Management
- Documentation
- Computerized Systems
- Scheduling
- Appointment Coordination
- HIPAA
- Confidentiality
- Phone Communication
- Written Communication
- Professional Communication
- Department Coordination
- Team Collaboration
- Multitasking
- Prioritization
- Time Management
- Attention to Detail
- Problem Resolution
- Patient Information Management
- Call light responses
Licenses And Training
- Maryland State Board Licensed Esthetician, Active
- CPR/BLS Training - Previously Certified
Additional Qualifications
- Maryland State Board Licensed Esthetician, Active
- CPR/BLS Training, Completed
Timeline
Esthetician
Zina's Day Spa & Salon
04.2024 - 12.2024
Esthetician -
Aveda Institute of Maryland
02.2023 - 12.2024
Customer Service Sales Representative
Holabird Sports
11.2021 - Current
CNA Clinical Training
Franklin Square Medical Center
08.2019 - 03.2020
CNA Clinical Training
Johns Hopkins Bayview Medical Center
01.2019 - 12.2019
CNA Program - Medical Terminology, Patient Care, Clinical Training
Sollers Point Technical High School
08.2017 - 12.2020
High School Diploma -
Chesapeake High School
08.2016 - 12.2020