STEPHANIE CADENA
Miami
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Clinical Business Operations Representative
Bascom Palmer Eye Institute -University of Miami
11.2023 - Current
- Manage daily operations for optimal productivity, ensuring timely completion of tasks.
- Assist physicians in day to day operations to optimize efficiency and performance of the practice.
- Answer multiple telephones for the department: incoming calls, responds to questions, directs calls, and documents messages in the appropriate software.
- Resolve complex problems utilizing critical thinking skills innovative approaches ultimately driving positive outcomes.
- Collaborated with various departments to support daily activities oversight and coordination.
- Increased customer satisfaction through exceptional service and communication skills.
- Reduced client concerns by promptly addressing issues and providing effective solutions.
- Coordinate, monitor, and document patient and clinical care activities.
Office Manager
Paula Peralta Body Shape Clinic
07.2020 - Current
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking.
- Managed office operations while scheduling appointments for customers.
- Managed personnel schedules.
- Used customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Interacted with customers by phone, email, or in-person to provide information.
- Billing and payment processing.
English Teacher
CENTRO INCA - SYSTEM CENTER
03.2014 - 06.2016
- Developed innovative lesson plans to engage students in English language learning.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Prepared and implemented lesson plans covering required course topics.
- Designed and implemented assessments to measure student progress in English language learning.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Planned dynamic lessons to increase student comprehension of books and conversations.
Assistant
SYSTEM CENTER
02.2013 - 02.2014
- Greeted guests in with friendliness and professionalism.
- Assisted manager in all aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Reviewed and edited documents for accuracy, grammar and clarity.
- Developed and maintained filing systems to facilitate easy access to information.
- Created and distributed agendas for meetings and conference calls as part of meeting preparation.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
Call Center Customer Service Representative
Sutherland Global Service
02.2012 - 12.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Responded proactively and positively to rapid change.
Front Desk Cashier
Walt Disney World Resort
06.2008 - 01.2009
- Greeted customers and responded to requests for information.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Processed credit card, EBT, and gift certificate payments with electronic computer system.
- Approached every question or concern with calm and level-headed approach.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Bachelor of Arts - International Affairs
UNIVERSIDAD DEL NORTE
Barranquilla, Colombia09.2009
High School Diploma -
COLEGIO SAN JOSE
Barranquilla, Colombia11.2003
Skills
- Operational efficiency
- Microsoft Office
- Problem-solving abilities
- Customer Service Management
- Multitasking
- Decision-making
- Task prioritization
- Teamwork and collaboration
- Adaptability and flexibility
- Inquiry resolution
Languages
Spanish
Native or Bilingual
Timeline
Clinical Business Operations Representative
Bascom Palmer Eye Institute -University of Miami
11.2023 - Current
Office Manager
Paula Peralta Body Shape Clinic
07.2020 - Current
English Teacher
CENTRO INCA - SYSTEM CENTER
03.2014 - 06.2016
Assistant
SYSTEM CENTER
02.2013 - 02.2014
Call Center Customer Service Representative
Sutherland Global Service
02.2012 - 12.2012
Front Desk Cashier
Walt Disney World Resort
06.2008 - 01.2009
Bachelor of Arts - International Affairs
UNIVERSIDAD DEL NORTE
High School Diploma -
COLEGIO SAN JOSE
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