~ Eager to contribute strong Marketing, Event Planning, and Project Leadership expertise toward supporting a dynamic organization in achieving objectives. ~
Excel in driving efficient and cost-effective business operations with particular strengths in call center operations, process improvements, event coordination, customer service, regulatory compliance, and office administration. Proactively apply keen listening and problem solving abilities to resolve conflicts and complaints. Well-developed personnel management skills encompassing training, coaching, scheduling, and recognizing excellent performance to elevate morale, productivity and retention. Extensive background in devising, implementing and evaluating sales and marketing efforts. Merge strong work ethic, attention to detail, and integrity to achieve revenue and profit goals.
Streamlined pre-registration process for Umass Memorial to reduce departmental expenses and maintain call abandonment rate at below 2.75%.
Created and facilitated team-building workshop to improve team cohesiveness and productivity.
Championed efforts to reduce overall calls lost and increase hospital s revenue.
Prepared customer service survey to heighten employee accountability and maintain customer satisfaction scores of at least 90%.
Exhibited outstanding leadership talents by observing, evaluating, and documenting staff productivity and performance on a daily, weekly, monthly, quarterly and annual basis.
Umass Memorial HealthCare, 2007 to Present
Effectively observe phone calls to identify areas requiring improvement, devise corrective action plans, and motivate staff in strategy implementation to elevate overall call center operations.
Provide constructive feedback to staff and introduce incentive program as a motivational tool.
Collaboratively eliminated redundant processes to expedite daily operations and elevate quality.
Generated and introduced telephone scripts to standardize call center communication with patients, improving overall patient experience and registration process.
Umass Memorial Medical Center, Worcester, Massachusetts, 2002 to 2007
Trained, directed, motivated, mentored and supervised team in delivering top-notch service to patients arriving for and/or scheduling medical appointments.
Greeted patients and served as interpreter for Spanish-speaking patients as needed.
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Professional Experience continued
Applied sharp organizational skills toward obtaining signatures from patients for billing and consent of treatment, overseeing co-pay collection, requesting physician referrals for specialty visits, and providing patients with special instructions regarding upcoming appointments.
Provided recommendations to Human Resources and management regarding employee termination, transfers, new hires, promotions, salary changes, and discipline.
Monitored and ensured consistent compliance with regulatory requirements (i.e. JCAHO), safety policies and procedures, and infection control rules and guidelines.
Walden Books, Worcester, Massachusetts, 2002 to 2003
- Independently oversaw shift operations for book store inclusive of customer service and sales, tracking and recording daily earnings, conducting bank deposits, and arranging merchandise and marketing displays.
Goddard/Homestead, Worcester, Massachusetts, 1999 to 2001
Recreational Facilitator / Dietary Aide / Nursing Aide
- Leveraged excellent versatility in coordinating recreational activities and dietary functions for residents of nursing home and retirement facility.
- Served meals to residents with meticulous attention to special nutritional needs and/or restrictions.
- Demonstrated an exemplary team player work ethic in catering events.
Bachelor of Hospitality Management, University of Phoenix, Worcester, Massachusetts, 2008
Associate of Liberal Arts, Assumption College, Worcester, Massachusetts, 2005
Nominee, Champion of Excellence, 2010 and 2007
Center for Innovation and Transformational Change Certificate, 2010
Interpreter s Services Certificate of Appreciation Award, 2007
AMC Dean s List, Anna Maria College, 2003
Massachusetts Restaurant Association Certificate, 2001
Microsoft Office, Symposium, IDX, Meditech, All Scripts, ImageCast, SharePoint, Nehen, Emdeon, Gateway
Hiring Agent Name
I am currently seeking a challenging career opportunity in a (INSERT JOB TITLE/POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
As indicated in the accompanying resume, I bring to you proven event management skills, solid expertise in staff training and management, and sharp analytical skills which can be leveraged to scrutinize and control costs, heighten efficiency, enhance policies and practices, and strengthen compliance. To complement these qualifications, I offer exceptional organizational, strategic, prioritization, and relationship-building skills which are paramount as a (INSERT JOB TITLE/POSITION).
As a proactive contributor to your organization, you will find me to be a stellar leader committed to supporting you in achieving your objectives through superior performance, insight, and initiative. I am confident that I could be a valuable asset to <insert name of organization>, and look forward to interviewing with you in the near future.
Yyyyyy x. yyyyyy
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