Arlet contreras
King City
Summary
Call Center Representative with over 10 years of experience in customer service and administration. Expertise in call handling, complaint resolution, and customer relationship management. Proven ability to enhance operational efficiency through training new staff and managing insurance verification and appointment scheduling. Committed to delivering exceptional service and support to clients. Hardworking Call Center and Front Desk receptionist that brings great abilities in reception and clerical work. Equipped to handle fast-paced office operations with continuous flow of patients and assignments. Meticulous in completing assignments and always ready to help team members. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
16
16
years of professional experience
Work History
Call Center Representative
mee memorial clinic
King City
03.2015 - Current
- Managed inbound calls and responded to patient inquiries effectively.
- Provided accurate information about clinic services and appointment scheduling.
- Assisted patients with registration and insurance verification processes.
- Collaborated with medical staff to address patient concerns promptly.
- Trained new representatives on call handling procedures and protocols.
- Demonstrated empathy and professionalism during sensitive patient conversations.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Front Desk Receptionist
mee memorial clinic
King City
11.2009 - Current
- Greeted visitors and directed them to appropriate departments.
- Answered multi-line phone system and handled inquiries effectively.
- Managed appointment scheduling for staff and maintained calendar updates.
- Processed incoming and outgoing mail and packages efficiently.
- Maintained office supplies inventory and placed orders as needed.
- Provided administrative support to various departments as required.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Processed payments and updated accounts to reflect balance changes.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Assisted with onboarding of new employees by providing orientation information and support.
- Performed clerical duties such as filing, photocopying, transcribing, and faxing.
Front Desk Receptionist
king city child development
King City
01.1999 - 02.2009
- Greeted patients warmly upon arrival at the clinic.
- Answered incoming calls and directed inquiries to appropriate staff members.
- Maintained cleanliness and organization of front desk and waiting areas.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed customer invoices and billing statements efficiently.
- Utilized billing software to manage accounts receivable effectively.
- Assisted in reconciling monthly financial statements with internal records.
- Processed invoices and payments accurately and promptly.
- Assisted with other administrative tasks as assigned.
- Prepared bills, invoices, and bank deposits as needed.
Receptionist
Salinas Valley Fair
King City
03.1999 - 07.2000
- Processed customer transactions efficiently and accurately.
- Maintained accurate employee records and updated information as required.
- Reviewed time sheets for accuracy and resolved discrepancies promptly.
- Assisted in preparing payroll reports for management review.
- Communicated with employees regarding payroll inquiries and issues effectively.
- Maintained accurate records of all payroll transactions.
- Established employee payroll files and updated existing files with new information.
- Processed payroll information for employees, vendors, livestock, ffa,4-h and award winners including for all projects entered
- Handled payroll help desk and answered questions regarding correct and accurate payroll time entry.
- Voided checks and issued stop payment orders to correct payroll discrepancies.
- Processed payroll for employees on a typewriter or computer
- Managed cash register operations and balanced drawers at shift end.
- Maintained clean and organized checkout area for customer convenience.
- Trained new cashiers on company policies and procedures effectively.
- Monitored inventory levels and restocked supplies as needed during shifts.
- Greeted customers and provided friendly customer service.
- Collected credit card and cash payments to complete transactions for customers.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Balanced cash drawers at the end of each shift.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Processed credit card payments
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds, and account deferrals.
Customer Service Representative
JC Penny/Broadway Video
King City
04.1995 - 07.1999
- Processed transactions accurately using point-of-sale systems.
- Collaborated with team members to enhance customer experience.
- Educated customers on promotions and loyalty programs.
- Handled returns and exchanges in accordance with company policy.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Managed inventory by organizing and restocking shelves regularly.
- Processed customer transactions using point-of-sale systems efficiently.
- Maintained cleanliness and organization of rental areas and displays.
- Monitored video returns and ensured timely processing of late fees.
- Processed returns and exchanges according to store policy.
- Balanced cash registers at end of shift to prepare for next shift's opening duties.
- Answered questions related to movie ratings, new releases, upcoming titles.
- Kept accurate records of transactions including rental dates, payment methods, returned items.
- Maintained a clean work area to promote safety and efficiency in the store environment.
- Organized shelves, racks, and displays to ensure an attractive presentation of products.
- Demonstrated excellent customer service skills when interacting with customers over phone or email inquiries.
Education
Some College (No Degree) -
Hartnell College
Salinas, CASkills
- Call handling
- Customer service
- Insurance verification
- Appointment scheduling
- FLUENT IN English and Spanish
- Call center operations
- Patient registration
- Multitasking
- Call control skills
- System documentation
- Inbound and out bound phone calls
Languages
English
Professional
Spanish
Professional
Affiliations
Vice president Football and Cheer organization
Timeline
Call Center Representative
mee memorial clinic
03.2015 - Current
Front Desk Receptionist
mee memorial clinic
11.2009 - Current
Receptionist
Salinas Valley Fair
03.1999 - 07.2000
Front Desk Receptionist
king city child development
01.1999 - 02.2009
Customer Service Representative
JC Penny/Broadway Video
04.1995 - 07.1999
Some College (No Degree) -
Hartnell College