Office support position with strong focus on Client Relations/Customer Service Seasoned customer service for 15+ years providing exceptional customer service with an intuitive sense to perceive a customer's need. Fast learner who has handled complex problems and improvised solutions for many customers, whether they be in person, written or on the phone; either pleasant or complaining. Excellent ability to handle busy phone system, while coordinating all other office duties.
Program Support Assistant, 09/2015 to 07/2017 William S. Middleton Memorial Veterans Hospital – Madison, WI
Customer service improved significantly in result of being the first point of contact for the Patient Education Resource Center as I greeted the incoming customers in a professional manner and provided friendly, knowledgeable assistance.
Increased efficiency between departments by streamlining the contact list for 50+ employees of the Department of Education so the entire hospital could access it on SharePoint.
Provided clerical support to the visitors, PERC and hospital employees, including copying, faxing, printing, mailing, shipping and file management.
Managed incoming and outgoing calls, recording accurate messages and contacting patients to schedule appointments with the appropriate clinician.
Assessed a problem with a Veteran when on a call to schedule an appointment.
As I listened to him, I perceived by the content of his talk that he was thinking of suicide.
I provided support as I transferred him to the mental health coordinator.
Preserved the privacy of patients in all ways required by federal guidelines.
Certified Nursing Assistant, 10/2009 to 05/2015 William S. Middleton Memorial Veterans Hospital – Madison, WI
Trained and mentored 10 new CNAs over the 6-year time as a CNA.
Substantially improved patient satisfaction by providing over the top customer service by taking care of up to 20 patients at a time, maintaining confidentiality always.
Promoted team spirit by learning a new skill (phlebotomy) so that the nurses would have time for other tasks.
Experienced multitasker, completing tasks in an organized fashion.
Certified Nursing Assistant, 05/2007 to 12/2009 Select Specialty Hospital – Madison, WI
Provided compassionate care for up to 16 acute long-term patients with such diagnoses as respiratory failure, diabetes, Parkinson's disease, wounds and muscular dystrophy.
Responded to patient requests promptly, always making sure needs were met.
Reported unusual circumstances in the patients' condition to the nurse.
Certified Nursing Assistant, 07/2000 to 03/2007 University of Wisconsin Hospital and Clinics – Madison, WI
Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.
Trained 6 new CNAs.
Promoted good customer service by anticipating problems as I cared for my patients and identified solutions.
Collected patient specimens and data, including vital signs, input/output and other delegated measurements.
Promoted to Senior Nursing Assistant after a 3-day class and a 2-week clinical on new tasks that only a senior could do, e.g.
inserting a catheter, dressing a wound and pulling a IV.
All done under the supervision of a nurse.
Personal Care Attendant, 03/1992 to 07/2000 Community Living Alliance – Madison, WI
Assisted in the goal of helping another be independent by giving direct care aimed at increasing comfort, psycho, social and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety in their homes.
Customer Service Representative II, 06/1986 to 12/1997 Wisconsin Physicians Services – Madison, WI
Answered an average of 25 calls per day as well as written, by addressing customer inquiries, solving problems and providing new product information.
Provided an elevated customer experience to generate a loyal clientele.
Developed reputation as an efficient service provider with high levels of accuracy for solving problems.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Promoted twice, from data entry to Claims Rep 1, then to Claims Rep 2.
Coursework in Human Sciences Coursework in Life Cycle Nutrition and Psychosocial Development Pursued degree in RN from: Speech and Communication, Sociology and Psychology, 2012 Madison Area Technical College - Madison, WI Speech and Communication, Sociology and Psychology , earning 20 credits Continuing education in
Certificate of Nursing Assistant Registry in: Liberal Arts, 1998 University of Wisconsin - Madison, WI Earned 37 credits Liberal Arts
Coursework in Human Sciences Coursework in Life Cycle Nutrition and Psychosocial Development Pursued degree in RN from : Speech and Communication, Sociology and Psychology , 2012 Certificate of Nursing Assistant Registry in : Liberal Arts , 1998
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