YAJAIRI MONDRAGON-LOPEZ
Waukee
Summary
Friendly and dedicated customer service professional with over 7 years of experience in retail and healthcare settings. Proven ability to manage teams, support administrative operations, and provide quality front-line service. Bilingual in Spanish and English, with strong communication and organizational skills. Adaptable and motivated, with a passion for helping others and ensuring smooth operations in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Medical and Dental Call Center Representative
Primary Health Care
Des Moines, IA
01.2026 - Current
- Managed high-volume inbound calls to facilitate patient scheduling, rescheduling, and address general inquiries.
- Validated patient demographics, insurance information, and appointment details to maintain accurate records.
- Delivered exceptional customer service by effectively addressing patient concerns and directing calls to appropriate departments.
- Implemented electronic systems for documenting calls and ensuring accurate patient information management.
- Facilitated collaboration among clinic staff to enhance communication between patients and providers.
- Managed call operations to address and resolve patient inquiries and concerns effectively.
- Streamlined appointment scheduling through electronic health record systems to enhance patient flow.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Maintained detailed records of interactions in CRM system, enhancing data accuracy for follow-up actions.
Clinical Support Worker
Primary Healthcare
Des Moines, IA
10.2024 - 01.2026
- Greet patients and visitors, providing friendly and professional front desk service in a medical clinic.
- Schedule appointments, verify insurance, and maintain accurate patient records.
- Coordinate communication between providers and patients.
- Support daily administrative tasks and handle confidential information with discretion.
- Provided compassionate patient care, assisting with daily living activities and emotional support.
- Collaborated with healthcare teams to develop and implement individualized care plans.
- Monitored patient progress, documenting observations and reporting changes to nursing staff.
- Trained and mentored junior staff on best practices in patient care and safety protocols.
Lead Teacher
Yellow Brick Road
Des Moines, IA
11.2023 - 07.2024
- Led classroom activities and educational plans for young children.
- Maintained a safe and nurturing learning environment.
- Communicated with parents and staff regarding child development and classroom progress.
- Supported daily routines, classroom management, and curriculum execution.
Assistant Manager
QuikTrip
Des Moines, IA
08.2022 - 08.2023
- Supervised daily operations and ensured high service standards.
- Monitored cash handling, inventory, and compliance with safety protocols.
- Trained and mentored employees to improve performance and efficiency.
- Trained and mentored new staff, fostering a collaborative team environment.
- Led daily operations to ensure efficient store management and optimal customer service.
- Implemented inventory control measures, reducing waste and improving stock accuracy.
- Streamlined checkout processes, enhancing overall customer experience and satisfaction.
- Coordinated promotional events, driving foot traffic and boosting sales performance.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Manager
Auntie Anne's Pretzels
06.2020 - 12.2022
- Oversaw staffing, inventory, and sales performance.
- Delivered top-tier customer service while managing team productivity.
- Managed financials, including deposits, reports, and daily reconciliations.
- Supervised daily operations to ensure quality and consistency in product preparation.
- Trained and mentored team members on operational procedures and customer service standards.
- Implemented inventory management techniques to optimize stock levels and reduce waste.
- Developed scheduling strategies to enhance staff efficiency during peak hours.
- Conducted performance evaluations to identify training needs and promote team development.
- Collaborated with upper management on strategic initiatives to drive sales growth and profitability.
Curbside Shopper
The Cheesecake Factory
West Des Moines, IA
01.2022 - 06.2022
- Received and processed online orders for curbside pickup, ensuring accuracy and timeliness.
- Communicated with customers via phone and curbside to confirm and deliver orders.
- Maintained high standards of food safety and cleanliness during order handling.
- Supported team in packaging, labeling, and organizing meals for efficient distribution.
- Managed order fulfillment process, ensuring timely and accurate delivery of customer purchases.
- Trained new team members on product selection and company protocols to enhance service quality.
- Monitored inventory levels, coordinating with kitchen staff to maintain stock availability for orders.
- Streamlined pick-up procedures, improving customer satisfaction through efficient service delivery.
- Implemented quality control measures, ensuring all items met company standards before dispatching to customers.
Concession Employee
B&B Theatres
04.2019 - 06.2020
- Operated concession stand, prepared snacks, and managed transactions during peak hours.
- Provided excellent customer service, including upselling combos and special promotions.
- Maintained cleanliness of food prep areas and followed health and safety guidelines.
- Assisted with ticket sales, restocking, and maintaining theater cleanliness.
- Operated point-of-sale systems to process transactions efficiently.
- Prepared and served a variety of food and beverage items consistently.
- Maintained cleanliness and organization of concession stand areas to enhance customer experience.
- Assisted in training new staff on operational procedures and standards.
- Monitored inventory levels, ensuring timely restocking of supplies to minimize shortages.
General Employee
Hardees
11.2018 - 03.2019
- Prepared food and assembled customer orders in a fast-paced environment.
- Operated register and handled cash, credit, and mobile payments with accuracy.
- Maintained cleanliness of kitchen and dining areas.
- Provided friendly and prompt service while following company standards.
- Provided exceptional customer service in fast-paced environment, ensuring positive guest experiences.
- Prepared and assembled food items according to standardized recipes and procedures.
- Maintained cleanliness and organization of kitchen and dining areas to meet health standards.
- Collaborated with team members to optimize workflow during peak hours, improving efficiency.
- Assisted in training new employees on operational procedures and best practices.
Education
Associate of Arts - Criminal Justice
Upper Iowa University
Skills
- Bilingual: English & Spanish
- Customer Service
- Front Desk & Admin Support
- Team Leadership
- Scheduling
- POS Systems
- Conflict Resolution
- Communication
- Staff Training
- Retail Operations
- Patient Interaction
- Organizational Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Inbound phone calls
- Answering questions
- Appointment scheduling
- Flexible and adaptable
- Customer relations
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Medical and Dental Call Center Representative
Primary Health Care
01.2026 - Current
Clinical Support Worker
Primary Healthcare
10.2024 - 01.2026
Lead Teacher
Yellow Brick Road
11.2023 - 07.2024
Assistant Manager
QuikTrip
08.2022 - 08.2023
Curbside Shopper
The Cheesecake Factory
01.2022 - 06.2022
Manager
Auntie Anne's Pretzels
06.2020 - 12.2022
Concession Employee
B&B Theatres
04.2019 - 06.2020
General Employee
Hardees
11.2018 - 03.2019
Associate of Arts - Criminal Justice
Upper Iowa University