Customer Service Training

Peggy C. Patterson

*** **** ******

LaGrange, GA 30241

706-***-**** (home) 706-***-**** (cell)

Email: ******@*******.***

Summary of Qualifications

Thirty years of staff development experience. Expertise includes adult

teaching, orientation of new employees, management and leadership training,

self-improvement courses, and customer service training.

Work Experience

Aflac Independent- Agent & Family Caregiver

January 2009 - Present

In January 2009, I began training and successfully completed the

health and life exam to obtain my Georgia license. This move

was due to both of my parents, Dad 91 was placed on home hospice

in January and mother 89, followed in April. I was their

caregiver mostly 24/7. Dad passed October 29, 2009 and mother

ll days later November 9.

My passion for the elderly and to educate family caregivers led

me to pull together a team of like-minded community

professionals and we organized a local community group called

Serving Our Seniors. Our mission is to provide free programs to

the elderly community and their families. We have held an

Alzheimer's Seminar for Family Caregivers, A Brown Bag Pharmacy,

and next I have Dr. Robert Copeland speaking on "Strike Out

Strokes" in April.

Georgia-Pacific Warm Springs Plywood Plant, Warm Springs, GA

Training Specialist

September 2007 - January 2009

Collaborated with Plant Leadership and production employees to

create and implement operator training programs. Developed

material that supports continuous improvement programs,

conducting needs assessments and gap analysis. Active

involvement in coaching activities to improve employee

development. Implemented and was editor for the plant

newsletter.

West Georgia Health System, LaGrange,

Leadership Development Educator

October 2001 - March 2007

Education and Training Coordinator

October 1983 - October 2001

Planned, developed, coordinated and conducted training and

educational programs designed to orient employees, improve job

skills and develop capabilities.

Adult teaching experience, excellent presentation, interpersonal

and communication skills that were essential to carry out my

responsibilities, which included planning, coordinating and

teaching in general orientation for new employees and

educational programs for staff in both nursing and non-nursing

areas and community service.

Provided support and assisted all departments in their efforts

to meet accreditation from The Joint Commission to improve the

quality and safety of patient care.

A self-motivator, well organized, and able to manage multiple

projects. In addition to these duties, I became responsible for

leadership development in October 2001. I

Peggy C. Patterson Page 2

designed and published a monthly newsletter - Leaderlines,

developed a certificate in management and leadership and held

monthly educational programs designed specifically for managers

and supervisors.

Instrumental in developing the customer service-training

program, which I taught on a regular basis.

Have served as Environment of Care member, teaching all aspects

of safety and conducted fire drills for the organization.

Administrated the tuition assistance program, which included

counseling employees who were seeking financial assistance to

further their educational endeavor. Counseling with employees

was a major part of my role in assisting staff in whatever area

they needed guidance and direction.

Developed, presented and coordinated the following programs:

1. Standards of Excellence - West Georgia Health System's

Customer Service Training Program

2. Stress Management

3. Time Management

4. Performance Improvement

5. Dealing With Difficult People

6. Telephone Etiquette

7. Communication Skills

8. Computer training

9. Medical Terminology [developed an introductory self-paced

program and have also facilitated Telnet Medical

Terminology programs]

10. GED: Preparing for the Exam [developed a self-paced

program]

11. BLS CPR Instructor and Provider Courses

12. Safety Education to include general safety training, fire

safety training and hazardous materials safety training.

West Georgia Health System, LaGrange, GA

Educational Services Administrative Assistant

June 1976 - October 1983

Provided a wide variety of supportive and operational functions

to the Educational Services Department in preparing and

presenting programs for hospital staff and the community.

Provided scheduling of all classrooms and audiovisual equipment

for all events. Conducted training on audiovisual equipment.

Milliken & Company - Guest House

Evening Supervisor

April 1991 - October 1995

A part-time position where I was responsible for the overall

smooth operation of evening guest services. The Milliken Guest

House serves as a lodging facility for guest and customer groups

visiting the LaGrange area.

Peggy C. Patterson Page 3

Education

LaGrange College, LaGrange, GA

BA in Business and Psychology

Member, Delta Mu Delta - Honorary Business Society

Computer Skills

Microsoft Office Suite

Publisher

Certifications

American Heart Association, BLS (CPR and First Aid) Instructor

National Safety & Health Education, First Aid & CPR Instructor

Volunteer Work

Community Volunteer - Serving Our Seniors

American Heart Association

Past President- Troup County Unit

Troup County Unit of the American Heart Association

Served as Board Member for six years

Cancer Society - Relay for Life

adult literacy Tutor

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