Glenis Pena
Lawrenceville,MI
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
9
9
years of professional experience
Work History
General Manager
Aarons
04.2024 - 01.2025
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
Customer Account Manager
Aarons Furniture Store
04.2020 - 04.2024
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
- Established performance and service goals and held associates accountable for individual performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Medical Assistant
Trinity Family Clinic
03.2016 - 04.2020
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.0
- Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Education
Associate of Science - Medical Technology
Independence University
Salt Lake City, UT09-2018
High School Diploma -
Job Corp Center
New Haven, CT05-2003
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Time management
- Team leadership
- Staff management
- HIPAA compliance
- Patient scheduling
- Customer service
- Medical terminology knowledge
Languages
Spanish
Native or Bilingual
Timeline
General Manager
Aarons
04.2024 - 01.2025
Customer Account Manager
Aarons Furniture Store
04.2020 - 04.2024
Medical Assistant
Trinity Family Clinic
03.2016 - 04.2020
Associate of Science - Medical Technology
Independence University
High School Diploma -
Job Corp Center
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