Ashley Cruz
Gainesville
Summary
Highly skilled MA enthusiastic about ensuring optimal customer service in the medical field. Energetic team player with top-notch organizational skills. Qualified with 10 years in fast-paced customer service and call center environments. Personable and professional under pressure. Medical Assistant in training with passion for health, wellness and preventative care. Additional expertise includes phlebotomy and EKG proficiency. Seeking the opportunity to deliver high quality care to a diverse patient population.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Ophthalmic Technician I
GA Retina
11.2022 - 12.2023
- Measured and recorded visual acuity and color vision testing.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Instilled anesthetic drops and assisted in laser treatments and minor procedures.
- Applied eye medications and drops to dilate pupils in preparation for examinations.
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
- Worked well with patients, staff, and manufacturer representatives to carry out successful office- and patient-related work each day.
- Cleaned or sterilized ophthalmic or surgical instruments.
CALL CENTER REPRESENTATIVE
DS Waters Of America L. P.
05.2014 - 03.2015
- Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Provided an elevated customer experience to generate a loyal clientele
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Processed 30+ daily invoices and billed renewed invoices to clients
- Directed calls to appropriate individuals and departments
- Learned, referenced and applied product knowledge information
- Set up and explained new membership contracts
- Developed reputation as an efficient service provider with high levels of accuracy
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
CUSTOMER SERVICE ASSOCIATE
Walmart Supercenter
03.2010 - 04.2014
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Provided an elevated customer experience to generate a loyal clientele
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Answered product questions with up-to-date knowledge of sales and store promotions
- Developed reputation as an efficient service provider with high levels of accuracy
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
Education
Medical Assisting -
North Georgia Nursing Academy
Flowery Branch, GA01.2018
GED - undefined
Lanier College Career Academy
Gainesville, GA01.2013
Skills
- Stitch & staple removal
- Assist in injections using ultrasound
- Retinal procedure assistance
- CPR/First Aid certified
- Minor surgery assistance
- BLS certified
- Cleaning & sanitation
- Wound care & dressing
- Venipuncture/blood draw
- Stock & maintain patient exam rooms
- Complete routine urine dip tests
- Anthropometric measurements
- Comply with HIPPA procedures
- Provide basic strep & flu tests
- Manually record blood pressure, pulse oximetry & heart rate
- Strong verbal communication
- Conflict resolution
- Medical terminology knowledge
- Exceptional communication skills
- Team leadership
- Knowledge in OSHA guidelines
Certification
- First Aid Certification
- Heart Saver/AED Certification
- CPR certified through American Heart Association
- BLS Certification through American Heart Association
Timeline
Ophthalmic Technician I
GA Retina
11.2022 - 12.2023
CALL CENTER REPRESENTATIVE
DS Waters Of America L. P.
05.2014 - 03.2015
CUSTOMER SERVICE ASSOCIATE
Walmart Supercenter
03.2010 - 04.2014
GED - undefined
Lanier College Career Academy
Medical Assisting -
North Georgia Nursing Academy
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