Manager Customer Service

Heather N. Crookshanks

*** ******* *****, *******, ** 27607 919-***-**** h ************@*****.*** Summary

A skilled service professional with broad talents applicable in diverse situations

● Skilled neurosurgical technician working in a high pressure, zero-error environment.

● Accomplished hospitality manager with an eye for detail and excellent service.

● Combines great professionalism with recognized ability to defuse conflict. Professional Experience:

Surgical Technician – Duke Raleigh Hospital, Raleigh, NC 2008-Present Responsible for preparing operating room for surgery primarily in the area of neurosurgery. Qualities required are attention to detail, ensuring sterile facility, support of surgeon during procedures and assist with patient care.

Key achievement: E xpert resource for nurses and other support staff on neurosurgery procedures and instrumentation including XLIF, TLIF, ACDF and Nico Craniotomies. Research Data Entry – Duke Division of Neurosurgery 2013-2015 Supported medical research at the Duke Spine Center through meticulous entry of research data for studies on neck/back pain, VAS, mobility, EQ5D and SF12. Career Break to Raise Family 1998-2008

Assistant General Manager, Baymont Inns and Suites (f ormerly Budgetel) 1997-1998 Primary responsibilities included employee recruitment, staff development, conflict resolution, logistics including supply orders, inventory and audit, maintenance, housekeeping, laundry, customer service and general personnel management. Key initiatives: C reated team building activities and new performance management metrics. Frequently acted as General Manager when the GM was traveling to other sites . Dining Room Supervisor, Abbotswood Retirement Community 1996-1997 Ran two meal services per day including overseeing food preparation, staff scheduling and management, resolving any resident concerns.

Rapidly evaluated needed service improvements and implemented changes while improving staff morale.

Front Office Intern – Norfolk Waterside Marriott 1993-1997 Education:

BS, Hotel, Restaurant and Institutional Management, N orfolk State University, Norfolk, VA. Diploma, Surgical Technology, W ake Tech Community College, Raleigh, NC. BLS (current) and TeamSTEPPS master course.

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