Vanessa Morales
PUNTA GORDA,FL
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining operations, notably at Charlotte Heart & Vascular Center. Skilled in Microsoft Word and adept at relationship building, I excel in project management and staff training, significantly improving efficiency and team productivity. Passionate about delivering top-notch administrative support and driving positive change.
Overview
29
29
years of professional experience
Work History
Administrative Assistant
Charlotte Heart & Vascular Center
04.2021 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
Site Operations Manager
Advance Imaging Of Port Charlotte
05.2017 - 04.2021
- Drove excellence in customer service through effective communication channels between internal teams as well as external clients.
- Played an instrumental role in expanding business operations into new markets by strategically analyzing growth opportunities.
- Conducted regular audits of operational procedures, ensuring compliance with industry standards and regulations.
- Managed budgets and resources, leading to cost-effective operations without compromising quality.
- Led continuous improvement efforts, identifying areas of opportunity and driving positive change across the organization.
- Increased employee engagement by implementing training programs and promoting open communication.
- Enhanced site efficiency by streamlining operations and implementing new processes.
- Established strong relationships with vendors, negotiating favorable contracts that benefited both parties in terms of cost savings and service quality.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Client Service Representative
Aspen Dental
03.2015 - 07.2017
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Hotel Management Trainee
Holiday Inn Express Hotel Suites
01.2008 - 03.2015
- Collaborated with team members to ensure seamless guest experience throughout their stay.
- Assisted event planners in coordinating successful events, conferences, and meetings at the hotel.
- Improved guest satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Welcomed guests to facility, addressed complaints and found solutions to problems.
- Participated in staff training sessions to continuously improve knowledge of industry best practices and trends.
- Conducted regular room inspections, ensuring adherence to high-quality standards for guest comfort and safety.
- Enhanced hotel operations efficiency by assisting in various departments such as front desk, housekeeping, and food and beverage.
- Increased revenue with upselling techniques and promoting hotel amenities to guests.
- Addressed guest complaints professionally, resolving issues quickly to maintain a high level of satisfaction.
- Monitored social media platforms for customer feedback, taking proactive steps to address any concerns or negative reviews.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Prepared monthly resort audits for review.
- Evaluated and promptly resolved lodging facility operational issues.
Unemployment Claims Specialist
State Of Florida Department Of Revenue
02.2002 - 12.2008
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Handled escalated claimant issues professionally, working towards satisfactory resolutions without compromising company policies or procedures.
- Reviewed appeal requests from denied claimants, making determinations based on legal guidelines and individual case factors.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Expedited claim approvals by effectively prioritizing workload and managing deadlines.
- Negotiated settlements with claimants in contested cases, resulting in fair outcomes for both parties.
- Assisted clients with completion of applications and paperwork.
Hotel Supervisor
Marriott By Courtyard
12.2004 - 05.2008
- Managed hotel reservations, coordinating with various departments to ensure seamless guest experiences from arrival to departure.
- Collaborated closely with management, reporting on departmental performance and providing strategic recommendations for improvement.
- Enhanced guest satisfaction by implementing personalized services and catering to individual needs.
- Reduced guest complaints by ensuring consistent delivery of high-quality services throughout the hotel.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased customer service ratings through personable service.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
- Oversaw day-to-day operations of 300 room hotel with staff of 40 employees.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Customer Service Cashier
McDonalds
03.1995 - 07.1996
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Demonstrated versatility by cross-training in various departments throughout the store when required.
- Processed refunds and exchanges in accordance with company policy.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Arts - Business Management
Central Texas College
Killeen, TX05.2004
High School Diploma -
Lincoln High School
Tallahassee05.1995
Skills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Administrative Support
- Microsoft Word
- Time Management
- Microsoft Outlook
- Computer Proficiency
- File Organization
- Clerical Support
- Critical Thinking
- Strong Problem Solver
- Scheduling
- Documentation and Recordkeeping
- Office Management
- Scheduling and calendar management
- Dedicated Team Player
- Appointment Scheduling
- Invoice Processing
- Relationship Building
- Meeting planning
- Business Administration
- Attendance record management
- Employee timesheet processing
- Training and coaching
- Quality Assurance
- Project Management
- Staff Management
Timeline
Administrative Assistant
Charlotte Heart & Vascular Center
04.2021 - Current
Site Operations Manager
Advance Imaging Of Port Charlotte
05.2017 - 04.2021
Client Service Representative
Aspen Dental
03.2015 - 07.2017
Hotel Management Trainee
Holiday Inn Express Hotel Suites
01.2008 - 03.2015
Hotel Supervisor
Marriott By Courtyard
12.2004 - 05.2008
Unemployment Claims Specialist
State Of Florida Department Of Revenue
02.2002 - 12.2008
Customer Service Cashier
McDonalds
03.1995 - 07.1996
Associate of Arts - Business Management
Central Texas College
High School Diploma -
Lincoln High School
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