Nashley Feliciano
Methuen
Summary
Dynamic professional with extensive experience at Kangaroo Smiles, excelling in scheduling and staff coordination. Proven ability to enhance customer satisfaction through effective call center operations and compliance with policies. Skilled in scheduling software and committed to delivering exceptional service while optimizing patient flow and ensuring adherence to safety protocols.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Scheduler
Kangaroo Smiles
02.2024 - Current
- Evaluated workforce management software solutions, selecting the most cost-effective option for optimal results.
- Proactively identified potential scheduling conflicts, resolving issues before they impacted service delivery or customer satisfaction levels.
- Enhanced customer satisfaction by efficiently scheduling call center agents to meet service level agreements.
- Ensured compliance with labor laws by diligently tracking employee hours, breaks, and overtime requests.
- Assisted HR department in conducting annual performance evaluations for call center agents based on their adherence to assigned work schedules.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
Pediatric Dental Assistant
Kangaroo Smiles
02.2024 - 03.2025
- Educated parents on preventative measures such as proper brushing techniques, flossing habits, and nutritional choices that contribute positively to their child''s oral health.
- Maintained a clean, safe environment in the treatment rooms, adhering to stringent sterilization protocols.
- Improved patient comfort by providing educational materials and addressing their concerns regarding dental procedures.
- Contributed to practice growth by delivering exceptional customer service, resulting in increased patient satisfaction and referrals.
- Verified patient insurance eligibility and benefits.
- Designed dental report card to explain patient dental health status and treatment plans.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Exposed, developed and mounted dental x-rays.
- Scheduled and confirmed patient appointments.
- Monitored patient comfort and safety during dental procedures.
- Prepared and sterilized instruments and materials for use by dentists.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Optimized patient flow in the dental office by coordinating with front desk staff, dental hygienists, and dentists for seamless transitions between appointments.
Dental Assistant
Shore Smiles Dental
01.2022 - 07.2024
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sterilized rooms and prepped equipment and instruments for Number procedures daily.
- Reduced appointment cancellations by implementing reminder calls and text messaging services, resulting in improved scheduling efficiency.
- Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
- Collaborated with the dental team to develop customized treatment plans for individual patients.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
Education
Bayshore High School
Bay Shore, NY06.2022
Skills
- Scheduling software proficiency
- Staff coordination
- Call center operations
- Policy adherence
- Strong work ethic
- Customer service
- Effective multitasking
- Computer skills
- Patient scheduling
- Data entry
- Insurance verification
- Schedule coordination
Certification
CPR certified
Languages
Spanish
Full Professional
Timeline
Call Center Scheduler
Kangaroo Smiles
02.2024 - Current
Pediatric Dental Assistant
Kangaroo Smiles
02.2024 - 03.2025
Dental Assistant
Shore Smiles Dental
01.2022 - 07.2024
Bayshore High School
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