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Skills

  • Travel planning
  • Calendar management
  • Appointment forecasting using historical data
  • Communications
  • Process improvement
  • Appointment scheduling
  • Adaptability to new tools and technologies
  • Executive support
  • Customer and client relations
  • Budgets

Work Experiences

  • Managed a multi-line telephone system that handled over 10 calls per day on my own.
  • Boosted client loyalty.
  • Achieved a 62% reduction in appointment errors.
  • Balanced competing requests for appointments.
  • Achieved a record 16 days in perfect appointment attendance.
  • Provided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Consistently met monthly scheduling targets.
  • Aligned scheduling with external vendors' availability.
  • Aligned scheduling with external vendors' availability, optimizing service delivery timelines and reducing project delays by 53%.

Summaries

  • Experienced in balancing high-volume inquiries with administrative requirements for a 13-person team.
  • Detail-oriented Appointment Agent with experience in planning, managing and coordinating corporate events.
  • Offering 14 years of experience in customer relations management.
  • When entering metric data and assisting colleagues with budget management and risk assessment, be meticulous and precise.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Emergency response and special security procedures have been taught to him.
  • Within Miscellaneous, senior Appointment Agent and outstanding performer in quality assurance and stakeholder engagement.
  • Accommodated client needs.
  • When entering data into Tableau and maintaining organized filing systems, accuracy is essential.
  • Task prioritization, organization, and workflow optimization are all skills she possesses.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized Asana to successfully track and analyze appointment trends, improving future scheduling accuracy.
  • Successfully handled escalations related to appointment delays, decreasing customer complaints by 70% over 2017.
  • Collaborated with team of 17 in the development of procedure.
  • Reduced overall appointment waiting times by 48% by organizing high-demand services during off-peak hours.
  • Consistently exceeded monthly call volume targets, coordinating an average of 9 appointments per month.
  • Increased customer satisfaction by 29% by offering more flexible appointment rescheduling options.
  • Collaborated with human resources to streamline appointments, resulting in 20% higher client retention during 2023.
  • Adopted new scheduling software which increased appointment-booking speed by 43%.
  • Led cross-functional team to optimize online booking system, improving appointment accuracy by 82%.

Affiliations

  • Customer Service Professionals Network (CSPN)
  • American Medical Informatics Association
  • Women's Business Enterprise National Council (WBENC)
  • Institute for Operations Excellence
  • Society for Human Resource Management (SHRM)
  • Customer Contact Strategies Association
  • American Marketing Association
  • Association for Talent Development (ATD)
  • Lions Club
  • Project Management Institute (PMI)

Certifications

  • Microsoft Dynamics 365 Customer Engagement Certification
  • Certified Communications Relationship Manager (CCRM)
  • Certified Business Analysis Professional (CBAP)
  • Advanced Telephonic Appointment Scheduling Certification
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)
  • ServSafe
  • Salesforce Accredited Sales Professional
  • Certified Customer Service Specialist (CCSS)
  • SHRM Senior Certified Professional (SHRM-SCP)

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