Providing consulting and market data for Florida businesses.

Responsible for managing referrals received from Optometrists, Ophthalmologists and Primary Care Physicians by prioritizing diagnosis and contacting the patient for appointments, manage the referring doctor’s database.Manage doctors referrals by prioritizing diagnosis and contacting patient for appointments Manage the Dry Eye Center of Excellence patient schedule for multiple doctors by scheduling appointments and confirming upcoming appointments with patients and doctors Maintain spreadsheets for Dry Eye Center of Excellence to document internal referrals and external doctor preference for their patients Run monthly reports for the Chief Administrative Officer on Dry Eye Center of Excellence internal referrals received Manage the referring doctor database by adding new doctors as needed and verifying existing doctors contact information and updating as necessaryUpdate patient charts with accurate doctors contact informationManage the automated fax to ensure all faxes are going out error free and fix any errors and re-faxEmail patient visit reports to referring doctors and/or primary care doctorsTrain new hires on how to obtain correct doctor demographic information and submit to referral manager for entryTrain new hires on submitting internal referrals for the Dry Eye Center of Excellence Translate for doctors and patients in SpanishDeveloped educational plan and materials for the Referral Manager position Assist the Contact Center when they are short staffed

Target Sales Operations Representative, March 2014 – November 2014 Welcomed new and established customers to the Customer Care Center by providing them with their account information and ordering procedure while maintaining the company’s high quality standard of customer service.Handled an average of 50 to 60 calls per day accurately processing related transactionsProperly relayed the account information, ordering and delivery process to our customers Evaluated customer concerns and accurately determined their needs for product orders, equipment service or other support mattersEstablished purchase patterns to ensure maximum profits for our customersUpdated data entry systems BOSS and TAD as necessary Demonstrated excellent verbal communication with management and consumers Demonstrated dependability by adhering to personalized scheduleUsed all resources available to ascertain inaccurate or missing data to ensure correct contact information for our customers when necessary Used COLA and other resources to ensure the most accurate information was given to customers

Corporate Travel ConsultantResponsible for reporting and administration of all corporate travel issues. Negotiate, coordinate, implement and support all corporate travel programs, contracts and agreements; identify opportunities for savings to the company.Managed department in absence of supervisorManaged relationships with hotels, air, and limo suppliersHandled event coordination including the creation of rooming list and block room management, communications with hotel staff regarding guest guarantees, selection of menu for banquet, creation of name badges and processing of on-site registrationManaged operations group, audited travel contracts and loaded into the reservations systemPrepared monthly and quarterly reporting metrics for Sr. ManagementIntegrated Corporate Travel with the Corporate T & E Processing System (Concur)Supervised travel profile maintenance programs and travel communication programsMaintained online booking tool and online communication planDeveloped educational plans for travel policies and proceduresMaintained quality customer service for travel executives, via telephone, fax, email and mail to ensure a high quality experienceWorked closely with executives and suppliers to find a win-win solution to challenges for the Corporate travelers

Customer Service ManagerLead customer service professional with hands-on management of five (5) direct reports with regard to all aspects of customer service and travel reservation activities across the complete portfolio of offerings.Promoted to manager after three months of being with the company and instituting process changes to better handle customer service calls resulting in a 100% improvement in call handling over a twelve-month period.Awarded Customer Service Representative of the Year for three (3) consecutive yearsAssessed and trained customer service representatives in receiving, prioritizing and documenting customer issues and requests. Conducted research to resolve client problems and answer staff inquiries.Managed a high volume of work dealing with flight, hotel and limousine/transfer reservations including cancellations, payment arrangements, upgrades, seat assignments for flights, rate adjustments, credit card corrections, itinerary changes in both English and Spanish.Maintained special needs arrangements information such as dietary needs (religious or medical), medical needs (CPAP machines, oxygen supplies, medication storage, sharps containers, etc.) and mobility impairment needs (wheelchairs, shower stools, etc.).Kept staff and clients informed of any updated domestic and international documentation requirements.

Customer Service ManagerResponsible for the development, implementation, training and end-to-end support of a new booking engine application as well as the supervision of three (3) customer service professionals.

Technical Leader/Travel CounselorResponsible for the development, enhancements and implementation of new system scripts as well as hardware and software maintenance tasks to existing systems and training staff when needed, in addition to the duties of a Travel Counselor.

Travel CounselorCharged with the responsibilities of a travel counselor and reservations agent for domestic and international travel, as well as the management of the support and training areas in the Tampa office.