Walnique Gano
Tampa,FL
Summary
Proven track record of enhancing customer satisfaction and streamlining operations, demonstrated during tenure at BayCare Medical Group. Adept in problem-solving and computer skills, I excel in high-pressure environments, ensuring efficient task management and positive client interactions. Achieved a significant reduction in daily reconciliation discrepancies, underscoring my dependability and keen attention to detail.
Overview
9
9
years of professional experience
Work History
Starbucks
HMS Host International
05.2022 - 06.2024
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Healthcare Customer Service Representative
KGI Call Center
10.2023 - 02.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Medical Receptionist
BayCare Medical Group
05.2019 - 11.2023
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed multi-line phone system and pleasantly greeted patients.
Shift Leader
Walmart
03.2015 - 11.2021
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
Retail Sales Associate
Bealls Store
12.2016 - 02.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Education
05.2014
High School Diploma
Skills
- Problem-Solving
- Time Management
- Dependable and Responsible
- Multitasking Abilities
- Excellent Communication
- Listening Skills
- Computer Skills
- Calm Under Pressure
- Organization and Time Management
- Problem Resolution
- Verbal Communication
- Friendly, Positive Attitude
Timeline
Healthcare Customer Service Representative - KGI Call Center
10.2023 - 02.2024
Starbucks - HMS Host International
05.2022 - 06.2024
Medical Receptionist - BayCare Medical Group
05.2019 - 11.2023
Retail Sales Associate - Bealls Store
12.2016 - 02.2017
Shift Leader - Walmart
03.2015 - 11.2021
HCC - ,
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