Sonja E. Pugh
Vandalia,OH.
Summary
To support the supervisors and management team with problem-solving skills, effective teamwork, and respect for deadlines while providing vast administrative experience that matches the goals and ethos of your company. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
16
16
years of professional experience
Work History
RECEPTIONIST
Dayton Lung & Sleep Medicine
01.2020 - Current
- Expert knowledge processing new and existing patients utilizing Epic software and similar software
- Trusted employee; collecting patient co pays and preparing daily financial documents
- Responsible for efficient scheduling of new appointments, referrals, surgeries, and managing billing inquiries
- Answering multi line phone system
- Trusted employee to travel to satellite offices to provide a seamless transition from home office
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with patients, and updated patient records.
- Greeted incoming visitors and patients professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved patient problems and complaints.
- Corresponded with patients through email, telephone, text or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding patients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new patients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed patients with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy patients.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Balanced provider availability, patient schedules, and maximum load levels when scheduling appointments.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
RECEPTIONIST
IMC, SMC, FAMILY MEDICINE
05.2012 - 01.2020
- Successfully managed the Athena Software program scheduling appointments and improving doctors' effectiveness
- Collecting co-pays along with daily closing reports for banking
- Utilized medical software to safely and effectively send patient records electronically using HIPPA standards
- Answering multi phone line system
- Patient assistance with scheduling appointments, billing inquiries, phone messages
- Scheduling referrals
- Trusted employee to travel to satellite offices to provide a seamless transition from home office
- Greeted incoming visitors and patients professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with patients, and updated patient records.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved patient problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
Sales Associate
PRIME COMMUNICATIONS
05.2011 - 05.2012
- Independently managed a major cell phone carrier location in a high traffic area
- Performed all merchandising logistics for the kiosk, displaying proper collateral, phone placements, and coordinating accessories to maximize sales with the devices
- Responsible for daily banking, matching expenses against receipts, prepared daily bank deposits of customers cash, check and credit card payments
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Generated new sales leads to achieve and exceed monthly sales goals.
Sales Representative
THE EXCHANGE FOR AT&T, VERIZON, T-MOBILE
07.2010 - 05.2011
- Focal point for resolving customer situations and making equitable decisions for the customers on behalf of the company
- Responsible for daily sales quota for Central Ohio area, including client management, statistics/reporting, confidential file maintenance and other duties as assigned
- Developed new sales strategy achieving 90% greater sales results through business analysis and action planning
- Assistant Manager during peak times to maintain service goals, provide support as needed, and addressed escalated calls and non-standard customer service-related issues
- Trained and mentored new sales representatives.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and delivered engaging sales presentations to convey product benefits.
MANAGER
ULTIMATE TAN
07.2007 - 07.2010
- Co-owned and managed daily operations of a successful health and beauty spa resulting in $100.000 annual sales
- Increased revenue year after year (25,000 to 100,00 thousand) to meet the projected increased sales budget, through developing strategies, hiring, training
- Led marketing initiatives resulting in a large social media following while improving sales by 95%
- Certified employee payroll and sales reports
- Acted as facility Manager, responsible for maintenance of building, equipment and non-sell functions
- Page 2
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- 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.
Education
HIGH SCHOOL DIPLOMA -
Vandalia Butler High School
Vandalia, OH1991
Skills
- Exemplary customer service skills and ability to resolve complex issues
- Exceptional decision making and problem-solving skills
- Ability to work independently in a fast-paced and high-volume environment with accuracy to meet deadlines
- Skilled in training, managing and mentoring personnel
- Thorough knowledge of applicable general ledger systems and procedures, financial chart of accounts and business procedures and processes
- Application of principles of logical, critical and creative thinking to define problems, collect data, establish facts and implement solutions
- Database Administration
- Multi-Line Telephone Systems
- PC Proficiency
Timeline
RECEPTIONIST
Dayton Lung & Sleep Medicine
01.2020 - Current
RECEPTIONIST
IMC, SMC, FAMILY MEDICINE
05.2012 - 01.2020
Sales Associate
PRIME COMMUNICATIONS
05.2011 - 05.2012
Sales Representative
THE EXCHANGE FOR AT&T, VERIZON, T-MOBILE
07.2010 - 05.2011
MANAGER
ULTIMATE TAN
07.2007 - 07.2010
HIGH SCHOOL DIPLOMA -
Vandalia Butler High School
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