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Executive Summary
Highly personable and courteous professional with strong background in all aspects of customer service. Progressive experience in diverse management field utilizing leadership and teamwork to execute solutions that create client value and drive profitability. Charismatic personal and professional style of interaction. I am driven by underlying motivation focused towards client satisfaction, new opportunities and challenges.
 
 
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Core Qualifications
  • Exceptional customer service
  • Client Relations
  • Superb interpersonal skills
  • Cultural Sensitivity
  • Sales Excellence
  • Luxury clientele service
  • Reliable and punctual
  • Excellent conflict resolution
  • Professional appearance and excellent presentation skills
 
 
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  • Guest and Personnel Management
  • Superb Written & Verbal Communications Skills
  • Staff Leadership and Training
  • MS Office Expert
  • Latvian (native), Russian (intermediate)
Accomplishments
Administered one of the fastest growing and most successful locations in the country. Managed over 3000 active clients without sacrificing service and quality and achieving very low customer attrition rates. Managed over 50 employees. Maintained an excellent rating for the spa during all years as Spa manager. Maintained a guest satisfaction rating above Company's average at all times. In 2015 reached 93% in Overall Guest Satisfaction score and 78% in Net Promoter Score. Consistent Leader in Sales Closing, Gift Card Sales, and Gift Card averages.
Experience
Residential Concierge Mar 2016 to Current
 W South Beach Residences － Miami, FL
Multitask in luxury, high profile work environment and provide elite customer service to residents.
Act as a liaison and maintain open and clear lines of communication with other departments.
Prompt and discreet problem solving the most unique of situations.
Knowledge of most up to date information in dining, entertainment, and recreational activities.
Event scheduling and coordinating.
Provide personal assistant duties to residents.
Business Manager Dec 2007 to Apr 2016
 Massage Envy Spa － Orlando, FL
Establish and develop long term relationships with customers to ensure current and future success. Focus on Guest satisfaction score, NPS, Member retention, and reduce attrition.
Ensure all company metrics are met and exceeded, including membership and sales goals.
Manage, train and evaluate employees in policies, brand philosophy and customer satisfaction techniques to deliver top notch customer service, meet and exceed sales goals.
Focus on daily key performance indicators in a busy spa  to drive profitability.
Oversee the successful execution of all human resource functions including interviewing, hiring, disciplining and terminating.
Junior Clinic Administrator Mar 2007 to Dec 2007
 Massage Envy spa － Orlando, FL
Delivered excellent service to clients by answering phone calls, setting appointments, greeting clients upon arrival and selling memberships
Rendered vital assistance performing administrative tasks, data entry of client records, and maintenance of employee work schedules
Ensured proper functioning of clinic operations by overseeing duties of Manager during absence
Proactively identify problems and implement solutions in order to establish and protect long-term client relationships
Enlisted tried and tested leadership and motivation techniques to encourage staff to achieve and exceed sales goals
Office Manager/Sales and Design Consultant Jan 2005 to May 2007
 Stone Palace Design Center － Orlando, FL
Oversaw, directed and managed daily operations at design center
Assisted clients with purchases, design, form and function for all their interior design needs
secured and maintained client and vendor relations and processed accounts payable and receivable
Capitalized on opportunities to upgrade services and products that will benefit the customer
Charged with the responsibility of generating Sales reports, payroll, bank deposits, inventory and ordering supplies
Education
Bachelor of Science, Health Service Administration 2015 University of Central Florida － Orlando, FL
Affiliations/Certifications
Volunteer at Orlando Health Learning and Development Center
Massage Envy Annual Conference, Massage Envy Manager and Sales Training
Member of Toastmasters International
Neuro Linguistic Programming course
CPR, AED & First Aid Cerification
Florida Notary Public

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Professional Summary

Fast-learning Clinical Medical Assistant graduate who is patient oriented, self-motivated, hardworking and skilled with administrative front office and back office. Seeking employment in a clinic or facility that offers opportunities for growth and development. Highly flexible and willing to work all shifts.

Licenses

BLS through American Heart Association

Skill Highlights
  • Clinical experience
  • Bilingual (Spanish)
  • Customer service
  • Enthusiastic caregiver
  • Phone etiquette
  • Organizational skills
  • Alphabetical/numerical filing
  • Scheduling
  • ICD 9 forms
  • Medical coding
  • Prescription abbreviation
  • Medical clinical procedures
  • Venipuncture
  • HIPAA
  • CPR/BLS certification
  • Vital signs
  • Injections
  • Insulin medication assistance
  • Chart preparation/filing
  • Wound care
  • Minor surgery assistance
  • Sterilization techniques
Professional Experience
Medical Assistant Dr. Aaron Coppleson Encino, CA

Front Office  

-Answering busy phone lines

-Medical Coding and Billing

-Verifications
Clinical Medical Assistant - Externship Palmdale Women's Regional Family Clinic Palmdale, CA
  • Verifies patient information by interviewing patients; recording medical history; confirming purpose of visit.
  • Prepares patients for examination by performing preliminary physical tests; taking blood pressure, weight, and temperature; reporting patient history summary.
  • Prepares patients for the health care visit by directing and/or accompanying them to the examining room; providing examination gowns and drapes; helping to position themselves for the examination and/or treatment; arranging examining room instruments, supplies and equipment.
Junior clinic administrator 07/2012 － 12/2013 MASSAGE ENVY SPA Santa Monica, CA

Customer service

Answer phones using multi-line phone system

Schedule appointments

Data entry

Observed and documented patient status and reported patient complaints to the manager.

Assist in administrative tasks, maintain records for back office and inventory

Prepare sales reports, conduct monthly staff meetings, collaborate in the development and implementation of staff goals
Education and Training
2014 High Desert Medical College - CMA Lancaster, CA
  • Completed 16o hours of Externship
  • Academic Excellence Award
  • Perfect Attendance
2009 High School Diploma: Perris high Perris, CA, United states

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Summary

Reliable, conscientious individual dedicated to the highest level of efficiency and professionalism possible. Experienced with handling a fast paced work environment and completing multiple tasks at once. Very proficient with record keeping, file maintenance, and data entry. 

Skills
  • Excellent verbal communication
  • Fast learning
  • Customer friendly
  • Problem resolution
  • Employee shift scheduling and coordinating
  • Client appointment scheduling
  • Data entry
  • Client record maintenance
  • Excellent phone etiquette
  • Money handling (cash and electronic transactions)
  • Experience in sales and up-selling
  • Multitasking
Experience
Assistant Clinic Administrator
August 2010 to February 2011 Massage Envy － San Antonio, TX
  • Resolved customer complaints effectively and efficiently.
  • Maintained a clean and organized office.
  • Effectively sold memberships and upgraded services to customers.
  • Was responsible for financial transactions (cash and electronic), maintaining/balancing cash drawer, creating end-of-day financial reports, and handling daily bank deposits.
  • Interacted with clients in a friendly, helpful, and professional manner.
  • Coordinated employee shift scheduling.
  • Scheduled customer appointments.
  • Trained new employees.
  • Made sure all therapist licensing and liability insurance was up to date.
  • Preformed employee reviews and counseling.
  • Was responsible for logging and submitting biweekly payroll and bonuses.
  • Organized employee team building and training.
  • Assisted in calculating monthly sales goals as well as sales goals for individual employees.
  • Worked towards resolving delinquent client accounts.
  • Was responsible for opening and closing clinic.
  • Created and maintained customer files (paper and electronic).
  • Created and maintained employee files (paper and electronic).
  • Was responsible inventorying and reordering supplies.
Junior Assistant Clinic Administrator
December 2009 to June 2010 Massage Envy － Dumfries, VA

Resolved customer complaints effectively and efficiently.

Maintained a clean and organized office.

Effectively sold memberships and upgraded services to customers.

Was responsible for financial transactions (cash and electronic), maintaining/balancing cash drawer and handle bank deposits.

Interacted with clients in a friendly, helpful, and professional manner.

Scheduled customer appointments.

Worked towards resolving delinquent client accounts.

Was responsible for opening and closing clinic.

Created and maintained customer files (paper and electronic).

Acted as shift lead.
Sales Associate
May 2009 to June 2010 Massage Envy － Dumfries, VA
  • Resolved customer complaints effectively and efficiently.
  • Maintained a clean and organized office.
  • Effectively sold memberships and upgraded services to customers.
  • Was responsible for financial transactions (cash and electronic), maintaining/balancing cash drawer and handle bank deposits.
  • Interacted with clients in a friendly, helpful, and professional manner.
  • Scheduled customer appointments.
  • Worked towards resolving delinquent client accounts.
  • Was responsible for opening and closing clinic.
  • Created and maintained customer files (paper and electronic).
Office Assistant
June 2008 to April 2009 Bonnit Builders － Alexandria, VA
  • Answered phones, directed callers, and took messages.
  • Opened and sorted office mail.
  • Addressed client concerns and complaints in a pleasant and efficient manner.
  • Purchased/rented equipment and materials required for specific projects.
  • Maintained office and project files.
  • Logged billable hours for individual projects.
  • Made travel arrangements.
  • Archived project files, to include, but not limited to: Blue prints, permits, invoices,and reference correspondence.
  • Arranged for tool/equipment repair.
  • Ensured that licenses, permits, and liability insurance were current and legal.
Sales Associate
October 2006 to May 2008 Classic Silver － Oceanside, CA
  • Opened and closed store.
  • Assisted all customers in a pleasant, professional manner.
  • Handled cash and credit card transactions.
  • Displayed merchandise in a visually appealing way.
  • Maintained and balanced cash drawer.
  • Assisted with returns and exchanges.
  • Maintained a neat and clean workplace.
  • Assisted with inventorying merchandise.
  • Assisted with special orders.

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Professional Summary
High-performer with clinical and administrative health care  experience in hospital and medical office environments. Performs various duties including communicating with customers, answering and initiating telephone calls and email correspondences, sending post mail notifications, scheduling appointments, maintaining patient electronic health records and utilizing Microsoft Excel, Word and PowerPoint to capture and report data.
Skills
  • Scheduling/coordinating appointments
  • Demographic management
  • Third party collections
  • Customer service
  • Project management
  • Strong verbal and written communication
  • Conflict resolution
  • Extremely organized
  • Data management
  • Process implementation
  • Client assessment and analysis
  • Team building
  • Critical thinking
  • Adept at prioritizing/managing deadlines
  • Medical regulatory standard compliance
  • Resource management
  • Quality assurance
  • Problem solver
Work History
Clinical Medicine Specialty Division Administrator, 08/2013 to Current
United States Air Force – Ellsworth Air Force Base, SD
  • Responsible for providing first-line customer service
  • Scheduling/evaluate access to care
  • Front desk responsibilities, ie. answering phones and filing
  • Administratively assists 75 providers, nurses and technicians
  • Ensures proper utilization of a $520K annual budget
  • Maintains personnel programs including on-the-job training and training records
  • Uses various programs: Microsoft Excel, Word, PowerPoint, Electronic Health Record
  • Initiates and performs special projects
  • Creates and updates records management files
  • Trains new staff on quality control procedures
  • Performs monthly inventory and maintain office and medical supply counts
  • Knowledgeable of policy and laws contributing to successful Health Services Inspection and JCAHO accreditation
  • Quality Assurance
  • Provides patient education/guidance and immediate assistance
  • Follows infection control procedures
  • Ensures safety and well-being of patients.
Family Health Clinic Administrator, 10/2011 to 08/2013
United States Air Force – Ellsworth Air Force Base, SD
  • Administratively assisted providers, nurses and technicians
  • Managed front desk responsibilities
  • Provided customer service
  • Answered telephones, emails and mail correspondences
  • Responded to patient complaints and questions
  • Researched and updated all required materials needed for medical team and patients
  • Maintained and updated electronic healthcare record
  • Interviewed patients to obtain medical information, weight and height measurements and vital signs
  • Documented patient information obtain from interviews
  • Trained new staff on quality control procedures
Education and Training Manager, 05/2010 to 10/2011
United States Air Force – Ellsworth Air Force Base, SD
  • Managed 156 staff competency files
  • Performed routine administrative inspections
  • Taught 3 required courses for medical staff
  • Participated in mock code drills
  • Supported executive staff with daily operational functions.
Family Health Initiative Team Leader, 09/2009 to 05/2010
United States Air Force – Ellsworth Air Force Base, SD
  • Supported provider and nurses in providing patient care
  • Interviewed patients to obtain medical information, weight and height measurements and vital signs
  • Assessed patients and documented their medical histories
  • Trained new staff on quality control procedures
  • Managed various general office duties such as answering multiple telephone lines, completing insurance forms and scheduling appointments
Family Practice Clinic Administrator, 05/2006 to 09/2009
United States Air Force – Hickam Air Force Base, HI
  • Accurately recorded and reported test results according to established procedures
  • Managed team of medical support personnel
  • Provided patient education
  • Demonstrated ability to lead and motivate outstanding healthcare teams
  • Performed monthly inventory and maintained office and medical supply counts
Maternal-Child Unit Administrator, 09/2004 to 05/2006
United States Air Force – Andrews Air Force, MD
  • Administratively managed high-paced and high-stress unit
  • Interviewed patients to obtain medical information, weight and height measurements and vital signs
  • Reviewed medical documentation on 100 infant deliveries per month
  • Managed NICU admissions and transports
  • Performed basic physical assessments of newborns and infants
  • Ordered supplies and created equipment packages
Emergency Medicine Shift Leader, 09/2001 to 09/2004
United States Air Force – Andrews Air Force, MD
  • Performed patient trauma/medical assessments
  • Performed patient life-saving measures
  • Drafted and updated 24-hr daily close-out reports for executive staff
  • Utilized various computer programs to manage data
Aerospace Medical Technician, 11/1996 to 09/2001
United States Air Force – Scott Air Force Base, IL
  • Labor and delivery technician assigned to fast-paced environment
  • Assisted provider in various clinical duties and administrative duties
  • Managed electronic health records
Certifications
  • Professional Manager
  • CPR American Heart Association
  • Secret Security Clearance
Accomplishments
  • United States Air Force Meritorious Service Medal (2) 
  • United States Air Force Good Conduct Medal (5)
  • Best Clinic of the Year Award
  • Best Team of the Quarter Award
  • Professional Nursing Staff Award Recipient

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