Sommer Concepcion
Santa Barbara,CA
Summary
Hardworking and passionate care specialist focused on providing optimal support to clients through personalized assistance and care required to manage diverse medical conditions. Proficient in organizing medications, doctor appointments and personal activities. Compassionate, friendly and engaging with strong attention to detail. Ready to help team achieve company goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Care Specialist
Arosa
03.2023 - Current
- Develop strong relationships with care professionals
- Serves as care professionals support, explaining company policies, assisting with conflict resolution, promoting retention and increased job satisfaction
- Work with Care Managers to effectively match care professionals and clients based on skills and mutual interests.
- Strives to be care professional's primary employer via consistent scheduling and maximizing of hours
- Recruit, screen interview and onboard care professionals.
- Build pipelines of prospective candidates through professional networks, and targeted community outreach and recruitment events
- Inputs, confirms and verifies schedules, ensuring all open shifts are staffed.
- Performs daily reconciliation of staffing exceptions, such as care professional tardiness, missed shifts, data entry errors, etc.
- Ensures accurate payroll and billing for all shifts on daily basis
- Provides information and resources to staff regarding company benefits and policies
- Boost employee retention with company-wide strategic initiatives
- Assure successful completion of initial and annual training requirements as well as state and company mandated credentialing
- Provides after hours support as assigned
- Performs all responsibilities in accordance with professional codes of ethic and applicable state and federal regulations.
- Responsible for management of care professionals, to include but not limited to interviewing, selecting, and training; matching with clients; appraising performance and adjusting rates of pay; recommending promotions or other changes in status, and handling employee complaints and grievances
Member Services Coordinator
Kennedy Club Fitness
05.2019 - 01.2021
- Provide superior customer service to current and potential members
- Provide prompt resolution to member issues and needs via email, phone or letters
- Assist with membership recruitment campaign and yearly renewal process
- Pull reports from membership data system (first of month reports, email lists, etc.)
- Process new member applications, ensuring accurate records in membership data system and distribute welcome communications
- Member records maintenance - maintain up-to-date, error-free member database
- Process payments, refunds and bad debt collection notices
- Provide retention reports to supervisor
- Provide support to sales department.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Delivered exceptional customer service to over 1200 members by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Manager
Anytime Fitness
12.2014 - 01.2018
- Membership sales, clean and maintain cleanliness of gym, make retention calls, create and send out monthly member newsletter, maintain professional manner and provide excellent customer service to over 800 members and non members
- Managing maintenance, insurance, repairs and recruiting, training and supervising staff
- Handling complaints and incidents, e.g
- Accidents, emergencies or theft
- Ensuring own and staff members' first aid training is up to date
- Delivering some fitness training or coaching in sports activities - often good way of maintaining contact with customers
- Cashing-up and keeping stock records
- Purchasing equipment and supplies.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved marketing to attract new customers and promote business.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Photographer
Lifetouch National Studios
07.2014 - 12.2014
- Provide clear picture day direction and expectations for parents, school personnel and student helpers
- Work closely with staff to establish appropriate classroom work flow and effectively resolve issues
- Organize materials, assembling necessary equipment and ensuring that all supplies are available on picture day
- Maintain and transport equipment in safe manner between schools according to company guidelines
- Represent Lifetouch in professional manner at all times while adhering to all company and school rules and policies
- Maintain confidentiality of school and student related information safeguard equipment and money at all times.
- Planned and prepared for on-location and studio shoots
- Selected and set up appropriate props, backdrops, and lighting
Sales Associate Customer Representative
Advanced Wireless
06.2007 - 05.2014
- GPS outside sales consultant, train individuals on GPS user interface, file, answer multiple phone lines, schedule service calls, prepare and deliver written proposals, reconcile daily accounts and deposits, make collection calls, update customer information and prepare excel spread sheet with daily numbers and monthly projections, manage accounts for connection and disconnection of service in multiple areas cellular, paging, two-way radios, order and stock inventory and design and development of advertisement.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Developed strong rapport with customers and created positive impression of business.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Listened to customer needs and desires to identify and recommend optimal products.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Customer Service Representative
Story Termite & Pest Control
11.2005 - 02.2007
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Worked closely with Termite Inspectors to type up reports and findings of home inspections and estimates for repairs and services.
- Worked closely with Client's, Realtor's and Fumigation companies to schedule and organize home fumigation process.
- Maintained calendars for termite inspector's and pest control service operator's by scheduling appointments, preparing and organizing daily client files for inspection and service tickets for each route.
Executive Administrative Assistant
Madden Enterprises
09.2003 - 08.2005
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Organized and updated schedule for executive.
- Scheduled appointments and handled calender for executive.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Filed paperwork and organized computer-based information.
- Updated and maintained confidential databases and records.
- Created and managed office systems to efficiently deal with documentation.
- Handled confidential and sensitive information with discretion and tact.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executive.
Bartender
Nipomo Saloon
09.2001 - 05.2002
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Tracked bar stock levels and promptly replenished low materials to prevent shortages.
- Prepared garnishes by evenly slicing and pitting fruits.
- Obtained cash bank and stocked service bar to prepare for operation.
Medical Assistant
La Salle Medical Associates
10.1998 - 06.2000
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
Education
Vocational - Medical Assistant
Skadron College
San Bernardino, CA01.1999
General Education Diploma - General Studies
San Bernardino Adult Education
San Bernardino, CA02.1997
Skills
- Customer Service
- Customer Care
- Multitasking and Organization
- Medical Chart Documentation
- Workflow Coordination
- Employee Work Scheduling
- Software System Skills
- Outside Sales
- Computer Literate
- Account Management
- Willing to assume responsibility, is self-motivated, and possesses high degree of professional integrity
- Well rounded, adaptable team player, with ability to learn quickly
- Skilled in applying logical, common sense approach to seeking practical solutions
- Well organized, inquisitive problem solver who enjoys challenges
Certification
CPR/AED, 08/01/19
Assessments
- Customer service, Proficient, 05/01/21, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 05/01/21, Responding to customer situations with sensitivity
- Administrative assistant/receptionist, Proficient, 05/01/21, Using basic scheduling and organizational skills in an office setting
- Work style: Reliability, Proficient, 09/01/22, Tendency to be reliable, dependable, and act with integrity at work
- Sales skills, Highly Proficient, 06/01/22, Influencing and negotiating with customers
- Attention to detail, Proficient, 10/01/22, Identifying differences in materials, following instructions, and detecting details among distracting information
- Retail customer service, Proficient, 02/01/23, Responding to customer situations in a retail setting
- Front desk agent (hotel), Highly Proficient, 06/01/22, Selecting hotel rooms based on requests and identifying errors in hotel data
- Management & leadership skills: Impact & influence, Highly Proficient, 06/01/22, Choosing the most effective strategy to inspire and influence others to meet business objectives
- Call center customer service, Proficient, 02/01/23, Demonstrating customer service skills in a call center setting
Personal Information
Willing To Relocate: Anywhere
Awards & Recognition
Director's Honor Roll (GPA 97.92)
Timeline
Care Specialist
Arosa
03.2023 - Current
Member Services Coordinator
Kennedy Club Fitness
05.2019 - 01.2021
Manager
Anytime Fitness
12.2014 - 01.2018
Photographer
Lifetouch National Studios
07.2014 - 12.2014
Sales Associate Customer Representative
Advanced Wireless
06.2007 - 05.2014
Customer Service Representative
Story Termite & Pest Control
11.2005 - 02.2007
Executive Administrative Assistant
Madden Enterprises
09.2003 - 08.2005
Bartender
Nipomo Saloon
09.2001 - 05.2002
Medical Assistant
La Salle Medical Associates
10.1998 - 06.2000
Vocational - Medical Assistant
Skadron College
General Education Diploma - General Studies
San Bernardino Adult Education
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