Customer Service Manager

Jaime A. Gundy

*** * **** ****** ( Ada, OK ***** ( Cell: 603-***-**** (

*******@*******.***

Professional Experience

Valley View Regional Hospital

July 2008 - Present

Behavioral Health Unit Secretary

Newly created unit opened September 2008 to serve intellectually &

developmentally disabled & geriatric individuals with acute psychiatric

needs

. Accepted Crisis Hotline phone calls and counseled while coordinating

emergency personnel contact

. Scheduled follow-up appointments and referrals for patients

. Completed daily audits of charts to confirm physicians and nursing staff

were in compliance with state and federal regulations

. Facilitated referral source and patient satisfaction through timely

admission and careful interdepartmental coordination

. Secured a safe environment with successful redirection techniques and

strong patient rapport

. Ensured physicians orders were put into computer & faxed for billing,

stock and order completion

. Coordinated and completed admission at all levels from intake screening

to security screenings of patient

. Ensured continuity of care by completing full and accurate Intake

Screenings in a timely manner and producing daily patient information

sheets with true and correct information for nursing staff use

. Maintained patient rights and confidentiality at all times through strict

adherence to HIPAA Laws

. Assisted in direct patient care with activities of daily living, therapy

groups and nursing procedures

NH Healthy Kids Corp.

2003-2004/ November 2007- June 2008

Customer Service-Support

A nonprofit organization contracted by the State of NH to administer the

state's health insurance program for children

. Collaborated with NH Healthy Kids and Covering Kids and Families

(grantee), to write a report outlining health coverage disparities among

minority populations in Manchester, NH

. Collected and analyzed data for company research

. Provided customer service in call center

. Assisted Program and Policy Director with various research tasks

. Provided support to Application and Enrollment Teams

. Catalogued historical files to be sent to the State of NH archives

. Developed protocol guidelines for cataloguing procedures

. Facilitated large-scale mailings using mail merges and queries

. Performed database maintenance and ran database reports

The Rath Group April 2007-

November 2007

Executive Assistant

A subsidiary of Rath, Young, and Pignatelli, P.C., specializing in

navigating the channels of public policy

. Provided administrative support

. Screened, redirected and/or responded to telephone calls, emails and

written inquiries from high level contacts on behalf of the Executives

around the clock

. Maintained the Executives working calendars and schedules

. Made travel arrangements

. Assisted Director of Operations with various protocol projects

. Responsible for ordering supplies and promotional materials

. Aided through research and data entry fundraising activities of the "

Romney for President" organization

. Coordinated, planned and facilitated group meetings, outings and events

. Provided assistance on technology issues and Audio Visual Presentation

equipment to law firm

. Created protocol manual for position

. Accessed, input, revised, organized and extended contact information

contained in the computer system

. Provided secretarial support services for the Executives

. Completed billing with use of the Juris application

Henniker Sewer & Drain Service & Peterborough Septic Service

2003-2007

Office Manager

. Provided all aspects of administrative support

. Facilitated collections and small claims cases

. Responsible for banking, payroll, accounting maintenance and report

retrieval

. Coordinated monthly customer mailings

. Performed customer service functions including resolving bill disputes

. Scheduled appointments using Outlook and palm pilot software and booked

company travel

. Designed, implemented and maintained Access databases, computer files,

backups and networks

. Responsible for purchasing and operations of office

. Developed & maintained Customer Service Policies & Procedures manual

. Served as graphic designer for advertising campaigns, forms, website and

informational pamphlets

. Supervised staff secretary

University of New Hampshire Audio Visual Services

2003-2004

Audio Visual Support Technician

Providing technical equipment and assistance to the University

Coordinated multiple tasks in a deadline driven environment

. Provided customer service to faculty

. Resolved equipment issues and failures

. Facilitated and performed delivery and set up of audio visual equipment

Instructed staff, students and faculty members in the use of technology

in the classroom

Computer Skills

. Platforms: Windows 95/98/2000/ME/NT/XP/Media Center, Blackberry (RIM)

wireless and Palm OS

. Microsoft Office Pro 97/2000/2003/2007

. Adobe PageMaker, Photoshop, Corel Draw Essentials 2, Adobe Illustrator

CS3

. SPSS Student Edition

. Peachtree Accounting Pro 2007, One Write Plus, Juris

. CPSI, Point of Care

. XHTML programming

. Setup and troubleshooting various types of audio visual equipment

. Cisco telephone systems

Current Certificates and Licenses

. CNA, Oklahoma, July 2010

. CPR/ BLS for Health Care Providers, American Heart Association, September

2009

. Creating a Positive Environment, Oklahoma, August 2010

Education

. B.A. Psychology, May 2006 GPA: 3.39/4.0 overall 3.46/4.0 degree

University Cum Laude Honors Student & Deans List 4 Semesters

University of New Hampshire, Durham

. Non-degree Pre-physicians Associate, August 2009 to GPA: May 2010

3.0/4.0

East Central Oklahoma University, Ada

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