Heather Hancock
Cookeville
Summary
Professional with extensive experience in providing exceptional customer service and administrative support. Strong focus on collaboration and adapting to changing needs ensures effective team dynamics and smooth operations. Skilled in managing multi-line phone systems, scheduling, and maintaining welcoming environment. Reliable, organized, and poised to enhance front desk efficiency and client satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Front Desk Receptionist
Cumberland Pediatric Dentistry and Orthodontics
09.2022 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
Front Office Administrator
Diana Health
03.2019 - 09.2022
- Established rapport with customers through genuine interaction, creating a welcoming and comfortable atmosphere at the checkout.
- Maintained accurate inventory levels at the front-end through efficient restocking of supplies and merchandising materials.
- Supported store management by effectively resolving customer issues or concerns at the checkout.
- Streamlined transaction processes by accurately scanning items and applying appropriate discounts or coupons.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Completed clerical duties and tasks for clinic administration.
- Assisted with medical coding and billing tasks.
Skill Trainer
Cracker Barrel
11.2005 - 08.2015
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
Education
High School Diploma -
Upperman High School
Baxter, TNSkills
- Customer service
- Attention to detail
- Time management
- Telephone etiquette
- Work prioritization
- Data entry
- Scheduling
- Administrative skills
- Problem-solving skills
- Oral and writing communication
- Hospitality services
- Initiative-taking
Awards
Employee of the year 2010.
Employee of the Year 2010
Coworkers and management came together collectively and decided that I was an extraordinary employee and decided to award me with the highest compliment and nominate me for Employee of the Year for my hard work and above and beyond customer service.
Timeline
Front Desk Receptionist
Cumberland Pediatric Dentistry and Orthodontics
09.2022 - Current
Front Office Administrator
Diana Health
03.2019 - 09.2022
Skill Trainer
Cracker Barrel
11.2005 - 08.2015
High School Diploma -
Upperman High School
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