Summary
Overview
Work History
Education
Skills
Timeline
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Sonya Marcos

Management, Customer Service, And Dental Billing
MARYSVILLE,WA

Summary

  • I am a customer-focused professional with a successful 23-year career in the customer service sector.
  • Successfully applying listening and resolution in busy business environment.
  • An organized and dependable candidate successful at managing multiple priorities with a positive attitude. With a willingness to take on added responsibilities to meet team goals as needed.
  • Dedicated customer service professional with a history of meeting company goals utilizing consistent and organized practices.
  • Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
  • Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Useing independent decision-making skills and sound judgment to positively impact company success.
  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

24
24
years of professional experience
3
3
years of post-secondary education

Work History

Dental Office Administrator

City Park Dental
MARYSVILLE, WA
06.2020 - Current
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • 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.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Assistant Manager

Hidden Valley Smiiles
Bellevue , WA
06.2015 - 06.2020
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • 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.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Monitored security to protect employees, customers and property.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Dental Office Receptionist

DMG Dental
Lynnwood, WASHINGTON
04.2013 - 06.2015
  • Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
  • Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
  • Completed patient referrals to other medical specialists.
  • Scheduled, rescheduled, and cancelled appointments for dental patients.
  • Conducted communications and transactions with patients and visitors to foster positive experience.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
  • Completed new patient registrations in software to create accurate and comprehensive records.
  • Managed patient billing processes for timely, accurate payments.
  • Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.

Dental Assistant

Millenial Dental
Kenmore, WA
04.2011 - 05.2013
  • Prepared patient x-rays and images for dentist review.
  • Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
  • Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Prepared and arranged instruments, medications, and required materials for dental procedures.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Took dental images following strict patient protection rules, applying lead aprons.

Aviation Ordnanceman

United States Navy
Everett, WA
05.2006 - 06.2010
  • Worked closely with crew members in intense, quickly changing and dangerous environments.
  • Inspected, assembled and tested aviation ammunition.
  • Received, inspected, packaged, stored, handled and processed weapon shipments.
  • Prepared, reviewed, maintained and inspected compliance with directives and reports.
  • Developed emergency response plans to increase preparedness and minimize potential for injury or damage.
  • Supervised explosives loading operations, adhering to safety protocols and procedures.
  • Educated personnel on safe handling and use of explosives, avoiding injuries.
  • Delivered mentorship to personnel, aligning performance and encouraging career development.

Dental Assistant

United States Air Force, USAF
Tampa, FL
08.1999 - 04.2001
  • Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
  • Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
  • Prepared and arranged instruments, medications, and required materials for dental procedures.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.

Education

Associate Of Applied Business - Business Administration

American InterContinental University
Schaumburg, IL
09.2005 - 06.2007

Bachelor Of Applied Science In Information Technology - Information Technology And Management

Central Washington University
Ellensburg, WA
09.2014 - 04.2016

Skills

Business administration

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Timeline

Dental Office Administrator

City Park Dental
06.2020 - Current

Assistant Manager

Hidden Valley Smiiles
06.2015 - 06.2020

Bachelor Of Applied Science In Information Technology - Information Technology And Management

Central Washington University
09.2014 - 04.2016

Dental Office Receptionist

DMG Dental
04.2013 - 06.2015

Dental Assistant

Millenial Dental
04.2011 - 05.2013

Aviation Ordnanceman

United States Navy
05.2006 - 06.2010

Associate Of Applied Business - Business Administration

American InterContinental University
09.2005 - 06.2007

Dental Assistant

United States Air Force, USAF
08.1999 - 04.2001

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Sonya MarcosManagement, Customer Service, And Dental Billing