Customer Service Quality Assurance
Resume:
Robin K. Griffin
Piqua, Ohio 45356
*********@*****.***
Objective
Opportunistic growth is desired by utilizing and growing my professional skills resulting in organizational success accomplished by experience, knowledge, a strong work ethic, and dedication.
Skills
Proficient in Microsoft Office and Microsoft Outlook
Adept in managing essential administrative assistant tasks
Strong organizational skills
Able to prioritize and multi-task
Customer service background
Process improvement analysis
Professional demeanor, highly focused, results oriented
Call Center Liaison /Client relations expertise
Quality assurance measures/accountability
Trustworthy with confidential records
Expense reporting
Meeting planning, agenda, coordination, follow up
Time management oriented, able to work well alone or with others with minimal or no supervision
Record keeping, mail sorting, triage, correspondence
Implementing organizational initiatives, budget conscience
Excellent written and verbal communication
Information preparation
Maintaining databases
Research, data collection
Work History
The Medical Center at Elizabeth Place August 2008 - Present
Administrative Support/ Call Center Liaison/ Client Relations/Business Development
Responsibilities
Administrative support
Research, reporting, information management
Maintain data bases for volume and new business outreach
Coordinate meetings for CEO
Prepare agendas for meetings
Assist with CEO calendar
Pro-active in process improvement initiatives
Scheduling liaison surgery
Physician office liaison
Call center coordinator
Assist follow up for Quality Assurance/ Service Recovery
Client relations/Conflict resolution
Research pricing
Order marketing and event supplies
Employee Engagement Committee
Organize all details of meetings and events for marketing
Provide updates for website
Accomplishments
Improved administrative support for CEO of hospital by assisting in planning, communications, and interdepartmental support utilizing excellent written, verbal, visual communication skills
Co-managed creation and implementation of volume tracking and reporting for increased profitability
Improved interdepartmental communications as administrative liaison with scheduling, billing, pre-admission testing, and medical records by providing prompt customer service follow up and resolution with hospital management team and our partner offices
Provided key support and coordination of physician training for new hospital information system resulting in a smooth transition and minimal disruption of operations.
Developed volume reporting format for surgery and imaging which assisted in streamlining management strategic planning and process improvement
Developed new communication newsletters for patients and clients via Constant Contact
Successful marketing campaign for roll out of Pain and Spine Center and Physical Therapy Center resulting in successful practice growth
Developed and distributed marketing material (brochures, referral forms) increasing community awareness of services
Organized and presented multiple partner office educational meetings to improve processes for scheduling, insurance authorization, upfront collections process, client and patient satisfaction resulting in stronger relationships with supporting offices and improved patient satisfaction scores for the facility
Organized community health fairs
Co-chaired Employee Engagement Committee and organized multiple employee engagement activities
United States Census Bureau April 2008- July 2008
Map Technician/GPS verifier (temporary position)
Responsibilities
Worked independently to identify all residential building structures utilizing the census bureau’s GPS mapping system throughout Montgomery County, Ohio.
Create new maps utilizing GPS equipment for new residential areas that did not exist at last census
Represent and communicate with residents regarding Census mission
Quality assurance follow up in our region reviewing and editing discrepancies (one of two on our team of 30)
Accomplishments
Successfully completed target area in record time resulting in additional extended employment opportunity in quality follow up of areas that had not passed government inspection standards for accuracy
NHealth/ACMG Insurance Claims Company January 2007- August 2007
Receptionist/Administrative Support
Responsibilities
Receptionist, switch board operator
Administrative support/assist purchasing with cost initiative savings for office supplies
Responsible for mail room distribution and assisting in mailing of invoices
Scanned records into system for claims office
Accomplishments
Successfully provided excellent customer services to clients and management, and expanded my role in the company by volunteering for additional duties to improve processes in claims processing, records, scanning and purchasing
Buschurs Home Improvement October 2006- June 2007
Marketing Specialist
Responsibilities
Marketing and appointment setting for Tradeshows and Exhibits at various area home shows and malls
Product education to potential clients
Accomplishments
Successfully provided excellent customer service and marketing skills resulting in multiple appointments set for home improvement sales staff
Delphi Thermal Systems October 1985 – April 2007
Quality Assurance
Responsibilities
Quality checks on multiple product lines
Warranty analysis, reporting and documentation, working with customers and engineering
New product development testing
Reliability Testing
Accomplishments
Provided daily and weekly reports to product engineering to assist in quality improvements
Provided triage and detailed analysis for warranty returns resulting in timely follow up for field failures
Provided excellent inspection skills for dock audits resulting timely high quality product delivery
Provided additional support with third party inspection training resulting in improved product quality to customers
Assisted corporate product engineering in reliability testing resulting in improved product and reduction of leaks
Professional Development and Training
Microsoft Office
Microsoft Outlook
Hospital Information System (Evident, Advantx)
Health Streams
Education
Business Management 2007-2008
Sinclair Community College
Mental Health Technology 1983 - 1987
Sinclair Community College Dayton, Oh
Business Data Processing 1980 - 1983
Springboro High School – Warren County Career Center Dayton, Oh
References available on request
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