Driven and compassionate healthcare professional with 5 years hands-on experience in fast-paced hospital environment as well as 4 years managment experience in a call center environment. Accountable and responsible with a strong focus on patient wellness.
Responsible for planning, budgeting, organization, implementation and evaluation of system-wide continuing medical education activities.
Project manager with a high degree of autonomy for a year portfolio of medical education activities directed at physicians and other healthcare professionals.
Attended monthly meetings through teleconferencing with other campus locations.
Attended workshops on learning goals, adult learning management, motivation and engaging learning activities. Clearly communicated objectives for all lessons, units and projects to all attendees.
Established a first-class relationship with clinical and nonclinical departments across Intermountain Healthcare allowing for more open communication between the hospitals and Central Office Continuing Medical Education department and ensuring effective support.
Complete grant and exhibit requests to major pharmaceutical and medical device companies to defray costs associated with accredited CME activities in accordance with ACCME and Intermountain Healthcare policies.
Create evaluations through online and paper forums to collect data for future activities which assist the director in making notice of commendations and recommendations for improvement.
Current Committee Involvement:
-Utah Alliance for Continuing Medical Education (Mem
-Intermountain Healthcare Educator's Summit
Continuing Education and Professional Development:
-Interviewing and Onboarding (8/24/2012)
-Intermountain Healthcare Educator's Summit (presented in 2012, 2013)
Consistently adhered to quality expectations and standards.
Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
Appropriately suggested additional items to customers to increase restaurant sales.
Promptly served all food courses and alcoholic beverages to guests.
Regularly checked on guests to ensure satisfaction with each food course and beverages.
Performed bookkeeping activities, such as balancing accounts and conducting nightly audits. Served as mentor to junior team members.
Defined strategy and business plan for [business area].
trictly abided by all state liquor regulations, particularly in regard to intoxicated persons and minors. Effectively handled customer complaints and special requests.
Provided prompt, efficient, friendly, and quality service at all times.
Participated in bar incentives and contests to drive sales and promote the venue.
Took prompt corrective action whenever necessary to maintain the satisfaction and safety of all patrons and staff. Set up special events and private parties.
Three years' management experience in a call center environment working with teams that are staffed 24x7x365. Responsible for hiring, training, daily operations, ongoing education, and professional development for all direct reports. Four years plus supporting multiple applications in a call center and help desk environment resolving issues from beginning to end in a fast paced break / fix environment.
Developed curriculum and facilitated training classes for groups averaging 30 people or more. Subjects ranged from highly technical information, customer services, sales training and detailed procedural and policy guidelines.
Led a team of customer service representatives to increase service center profitability.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Provided cross training to 50 staff members.
Implemented changes to improve Macros in knowledge base to be focused on customer service which led to a 40% increase in member satisfaction with in a 4 month time frame.
Achieved customer satisfaction rating of 98% within 4 months, exceeding corporate target. Formulated and enforced Service Center policies, procedures and quality assurance measures.
Analyzed marketing information and translated it into strategic plans.
Shared product knowledge with customers while making personal recommendations.
Analyzed marketing information and translated it into strategic plans. Computed, recorded, and proofread data, records and reports. Performed heavy bank reconciliations and cash flow statements.
Created and executed marketing/PR campaigns, including new product introductions and existing product layout.
Companies Worked For:
Job Titles Held:
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