Sandra Ceniceros
Whittier
Summary
Achieved high levels of customer satisfaction through dedicated support in office and call center roles over 15 years. Developed productive relationships that resulted in successful issue resolution and increased customer loyalty. Leveraged strategic relationship-building skills to facilitate collaborative problem-solving.
Overview
10
10
years of professional experience
Work History
Metropolitian Animal Hospital
03.2019 - Current
- Schedule and confirm appointments for clients within the parameters of the individual doctor guidelines
- Assist Clients with questions regarding pets health and upcoming appointment
- Collect and process payments in person, over the phone and online
- Securing and updating records for appointments, including uploading imaging and lab work
- Processed requests for medications and scripts
- Answering high volume of Patient emergency calls
- Discharge Patients
Client Care Service
VCA Advance Veterinary Services
01.2018 - 03.2019
- Schedule appointments for clients within the parameters of the individual doctor guidelines
- Answering patient emergency calls, directing the call to the appropriate doctor
- Processed/Filed requests for medications
- List notes in patient files of all relevant phone conversations with clients
- Fax/Email medical records to Doctors and Clients
- Help clients understand their discharge instructions after leaving the hospital
- Processed client payments
Client Care Service Receptionist
Access Animal Specialty Hospital
10.2016 - 01.2018
- Schedule appointments for clients within the parameters of the individual doctor guidelines
- Answering patient emergency calls, directing the call to the appropriate doctor
- Processed requests for medications and scripts
- List notes in patient files of all relevant phone conversations with clients
- Help clients understand their discharge instructions after leaving the hospital
Client Services Representative
RDL Reference Laboratory
11.2015 - 08.2016
- Provides pricing, test availability and results to clients
- Resolves client issues and answers billing questions
- Handles requests for supplies and literature from potential and established clients
- Process add-ons and new client information by phone and fax
- Updated clients on status of specimen requirements and turn-around time.
- Receptionist back-up as needed
Education
High School Diploma -
Benjamin University
Bellflower, CASkills
- Utilized Microsoft Office Suite, including Word and Excel, to enhance documentation and data management processes
- Demonstrated exceptional communication skills while fostering positive relationships with clients
- Demonstrated exceptional problem-solving abilities while managing multiple tasks efficiently
Accomplishments
- Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
- Helped company attain the highest customer service ratings. Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Timeline
Metropolitian Animal Hospital
03.2019 - Current
Client Care Service
VCA Advance Veterinary Services
01.2018 - 03.2019
Client Care Service Receptionist
Access Animal Specialty Hospital
10.2016 - 01.2018
Client Services Representative
RDL Reference Laboratory
11.2015 - 08.2016
High School Diploma -
Benjamin University