Stephany Licata
Colorado Springs,CO
Summary
Dedicated Customer Service Representative with a proven track record of delivering exceptional support and resolving complex customer inquiries. Known for strong communication and problem-solving skills that enhance customer satisfaction and loyalty. Successfully improved service metrics by implementing best practices in issue resolution and fostering positive customer relationships. Aiming to further elevate team performance through knowledge sharing and continuous improvement initiatives.
Overview
7
7
years of professional experience
Work History
Front Desk Receptionist
Soco Smiles Orthodontics
Colorado Springs, CO
07.2024 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Updated customer information in databases regularly to ensure accuracy of records.
- Handled incoming and outgoing mail and packages.
- Monitored and ordered office supplies, ensuring adequate stock levels.
- Maintained a clean and organized reception area to uphold company image.
- Responded to customer inquiries via phone, email, and in person.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted and checked in patients, verifying insurance information and collecting co-pays.
- Assisted with billing functions such as submitting claims electronically or manually to insurance companies.
- Processed referrals from other healthcare providers when necessary.
- Verified accuracy of patient information prior to scheduling appointments or processing payments.
- Prepared new patient files and updated existing records with new personal, insurance, and medical information.
- Scheduled and confirmed patient appointments and consultations.
Customer Service Representative
National Fuel Gas Company
Erie , PA
10.2023 - 04.2024
- Resolved customer inquiries through inbound calls to ensure customer satisfaction
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed utility service initiation, cessation, and transfer processes for customers
- Entering meter readings and working with customers to better understand their gas bill
- Handled customer billing inquiries and concerns.
- Handled with reconnections and disconnections in gas and spoke with dispatch when customers needed gas turned back on
- Provided resources to enhance customer knowledge of utility usage and account handling
- Submitting field order requests and emergency calls to dispatch
- Negotiated extended payment terms for customers
- Maintained detailed records of customer interactions and transactions for future reference.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Front Desk Receptionist
Coventina Day Spa
05.2023 - 08.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Used internal software to process reservations, check-ins and check-outs.
Barista
Starbucks
09.2022 - 05.2023
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
Daycare Assistant Teacher
Little Acorns Daycare And Learning Center
11.2021 - 04.2022
- Maintained child-friendly environment by allowing frequent access to outdoor activities.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Monitored and enforced adequate supply and material inventory.
- Helped with creation of age-appropriate activities to keep children positively engaged.
- Maintained daily records of children's individual activities, behaviors, meals, and naps.
- Encouraged curiosity, exploration and problem-solving appropriate to children's development levels.
Gym Front Desk Associate
Penn State Behrend
11.2019 - 05.2020
- Maintained cleanliness and organization of front desk area.
- Responded promptly to customer issues and resolved problems through effective communication and decision making skills.
- Managed fitness centers, recreation facilities and aquatic programs with emphasis on safety.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Nursing Home Recreation Aid
Brevillier Village
09.2017 - 03.2018
- Facilitated interaction in programs by engaging with participants individually to provide encouragement and guidance.
- Transported and escorted program participants to and from activities.
- Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to residents
- Assisted in preparing recreational materials and supplies for each activity.
- Planned weekly activities schedule for assigned group and facilitated smooth transitions for on-time arrival.
- Implemented and developed programs to promote physical fitness, teamwork and healthy living.
Education
High School Diploma -
Harbor Creek Senior High School
06.2019
Some College (No Degree) - Nursing
Pennsylvania State University
Erie, PASkills
- Scheduling
- Complaint resolution
- Multi-line phone talent
- Typing proficiency
- Customer service
- Sales expertise
- Data entry
- Call center operations
- Account updating
- Documentation and reporting
- Call center customer service
- Interpersonal skills
- Building rapport
- Problem-solving
- Multitasking and organization
- Front desk operations
- Tech-Savvy
- Call logging
- Customer communications
- Analytical and critical thinking
- Appointment scheduling
References
- Brandon King, Erie, PA (814)323-9288
- Christina Gonzalez, Colorado Springs, CO+1 (719) 243-3034
- Joe Dworzanski, Erie, PA, (814)572-9009
Timeline
Front Desk Receptionist
Soco Smiles Orthodontics
07.2024 - Current
Customer Service Representative
National Fuel Gas Company
10.2023 - 04.2024
Front Desk Receptionist
Coventina Day Spa
05.2023 - 08.2023
Barista
Starbucks
09.2022 - 05.2023
Daycare Assistant Teacher
Little Acorns Daycare And Learning Center
11.2021 - 04.2022
Gym Front Desk Associate
Penn State Behrend
11.2019 - 05.2020
Nursing Home Recreation Aid
Brevillier Village
09.2017 - 03.2018
High School Diploma -
Harbor Creek Senior High School
Some College (No Degree) - Nursing
Pennsylvania State University