Customer Service Human Resources
Resume:
Lena Dragony ***** N * Street, #****
th
Phoenix, AZ 85022
*******@*****.***
Objective:
Activity coordinator using my extensive knowledge and successful experience in Healthcare. Front and back
office. Assist patients and physicians. Certified Medical Assistant, CPR certified. All immunizations are
current, including background check and security clearances. Challenging position which will allow me to
further utilize my healthcare skills and enable to acquire new abilities and help people.
Career Profile:
Recognized for ability to work with very diverse clients. Highly developed interpersonal skills. Outstanding
skills in assessing what is needed. Excellent communication and interpersonal skills. Self-motivated to ably
coordinate daily functions. Demonstrated ability to function effectively as a team player as well as work
independently to multitask. Can absorb instructions easily. Possess strong problem resolution skills. Dedicated
to achieving a reputation for consistently going beyond what is required. Efficient with medical terminology
and software applications.
Achievements:
• Received several customer service awards
• Supervised team of seven service employees
• Organized Healthcare education system
• Assisted in deployment of a new technology, which increased productivity by 18%
• Deployed Team Building activities
• Data Integrity on Multiple Databases
• Improved customer service, efficiency, saved money and time.
• Developed and implemented processes and procedures
• Ability to manage all tasks at hand, deliver results, and troubleshoot and problem solve.
• Consistently received performance appraisals of outstanding.
• Developed new administrative systems.
• Served patients and staff in a positive way. Responded and resolved 110 % of their concerns.
Professional Experience:
Office Team/RHI 01/13-present
Dignity Healthcare Call Center
• Overall support migrating medical records to Cerner.
• Multiple layers of support and avenues for communication.
• Served as a link between hospital staff, end users and administration.
• Ticket and report generation utilizing HPQC.
• Provided excellent customer service and support over the phone. Duties varied as lead depending on
type of service.
• Strong knowledge base with Cerner, Power chart, Schappbook, One View, HPQC, Remedy and trace,
MS Office and Outlook
Office Team/RHI 01/10 – 02/11
Kaiser Permanente Hospital
Administration and Inpatient Education
• Provided high level support in Administration and Inpatient Education.
• Patient Admission
• Supported Chief Nurse of Operations and Director of Education.
• Overseen day-to-day operations including supervising.
• Coordinated and supported CME and facilitated the testing of large numbers of nurses.
• Heavy calendaring and scheduling.
• Automated numerous procedures to save time and money and to ensure efficiency.
• Worked with multiple departments and a variety of settings.
• Adhering to policies, procedures and regulatory compliance.
• Excellent multi tasker and communication skills. Careful attention to detail.
• Maintained systems including databases; on line education classes; media coordinator.
• Proactive and self motivated with multiple projects and responsibilities to ensure nurses stay on track.
• Created an environment for team collaboration
• Timekeeper
• Heavy Calendaring and scheduling utilizing Cerner and Outlook
• Media Coordinator
• Multi Task multiple projects
• Liaison Management and Hospital Staff
• Delivered projects in an effective and timely manner
• Coordinated day-to-day activities
• Utilizes Cerner system on all levels
Philips Healthcare 04/08 – 12/09
Human Resources Coordinator
• Provide training and assistance to managers on HR Technologies to include Web PA, PPM, Kronos.
• Enter, verify and maintain organizational data and data interfacing systems.
• Analysis and measure workforce data. Create routine reports.
• Organization and employee effectiveness.
• Maintain applications, systems tables, managing data interfaces.
• Supported engineers in Radiology.
• Responsible for on boarding new employees, including orientation.
• Administer immigration processes.
• Coordinated expatriot/inpatriot activities.
• Manage the administration of annual common merit processes (calibration).
• Respond to all routine questions.
• Administer and process temporary and contingent work data.
Kaiser Permanente Hospital 01/05-01/08
Human Resources Senior Staff Assistant
• Serves as administrative liaison between Senior Labor and Relations manager, department Managers
and Directors within and outside the organization by providing advanced, highly responsible
administrative support. Included hospital administration and employees.
• Prepares and formats reports using a variety of software including MS Office and MS Access.
Conducted new hire orientations.
• Organize and maintain their calendars, committee meetings, and special projects.
• Performs special assignments for hospital personnel that require researching and collecting data to
complete projects and reports.
• Scheduling and coordinating training, forums and orientations.
• Developed and implemented policies and procedures.
• Maintains a variety of employee information in employee labor and relations.
• Reviews and processes all Personnel forms.
• Assist with investigations, grievances and security.
• Compile reports and correspondence; researches and resolves discrepancies.
• Project coordinator including implementation and deployment.
• Perform and prioritize multiple tasks under time constraints.
• Follow and give oral and written directions.
• Responsibilities included communicating with all levels of management and physicians within the
organization.
• Scheduled training and materials.
• Ensured smooth workflow.
• Established well-organized and managed data.
• Tracked projects resolved in a timely manner.
• Acted as document gatekeeper of the department.
NASA Ames Research Center 3/93-4/04
IT Help Desk/Call Center Supervisor
• As a member of the team responsible for researching, planning, set up and managing the centralized
IT help desk.
• Supervised a staff of 6.
• Ensured customer satisfaction, training of staff.
• Oversaw daily operations.
• Interacted with all Help Desk stakeholders including the staff, management and customers. Developed
and implemented all processes and procedures.
• Instrumental with the development and deployment of Remedy call tracking database that improved
help desk support.
• Utilized all tools and resources available to assist in various departments.
• Technical and non-technical issues.
• Provided problem tracking with a resolution.
• Reviewed skill levels of the staff and coordinated training and schedules.
• Managed and distribution of reports.
Education:
Ottawa University, Phoenix, AZ 3/13-present
Human Services/Education BSM Degree
University of Phoenix, San Francisco, CA, Phoenix, AZ 4/10-5/12
Human Services/Counseling A.A Degree
University California Santa Cruz, Santa Clara, CA 9/10-12/11
Human Resources Management Certification
FUHSD, Cupertino, CA 11/08-11/09
Hospital Unit Coordinator Certification
Unitek College, Fremont, CA 07/05-1/06
Medical Assistant Certification
FUHSD, Cupertino, CA 11/04-5/05
Hospital Unit Coordinator Certification
Embry Riddle Aeronautical University, Moffett Field, CA 1/02-12/02
Business Management Certification
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