Customer Service Quality Assurance

San Juan Capistrano, CA 949-***-**** **********@*****.*** https://www.linkedin.com/pub/donna-latterman/83/854/95 DONNA J. LATTERMAN ADMINISTRATIVE COORDINATOR

Relationship Building ~ Process Efficiency ~ Collaboration~ Communications Confident communicator with a natural ability to improve internal business processes. Possesses a proven track record of stimulating more collaborative work environments between multiple departments. Experience exceeding internal customer needs so external client demands are meet efficiently and effectively. Areas of Expertise include:

Supply Purchasing ~ Interdepartmental Communication ~ Project Management ~ Process Efficiency ~ Relationship Building

~ File Management ~ Public Relations ~ Time Management ~ Policy Management ~ Customer Service ~ Staff Training ~ Licensed Notary Public ~ Logistics and Solutions ~ General Office Administration ~ Quality Assurance ~ Various Software Programs (MS Word, Excel, PowerPoint, Outlook, QuickBooks) ~ Records Management ~ Medical Terminology ~ Productivity tracking ~ Multitasking ~ Maintaining Outlook Calendar ~ Multi-phone lines EXPERIENCE & NOTABLE CONTRIBUTIONS

THE CITY OF IRVINE/KFORCE TEMPORARY STAFFING Irvine, CA October 1, 2015-Present ADMINISTRATIVE COORDINATOR/PUBLIC WORKS

Serving as the Temporary Administrative Coordinator for the Public Works, providing coordination of departmental office support functions and activities. Prioritizes and assigns tasks and projects. Acts as liaison between department head, clerical staff, city officials, department and city administrative personnel, visitors and the public. Screens and refers calls and visitors. Responds to or refers complaint call, receives and relays messages, screen and distribute mail. Independently responds to routine letters, general correspondence and requests for information. Composes correspondence for supervisor's signature or approval. Researches, compiles and analyzes data for assigned special projects and reports. Manages appointment and meeting schedules, maintains calendars and arranges meetings and conferences. Ensures deadlines are met by maintaining a system to inform and remind staff of assignments. Participates in Lead Team Management meetings. Interprets policies and procedures to personnel. Conducts clerical staff meetings. Attends and participates in Coordinator meetings as required by Executive Coordinator. Initiates and maintains a variety of files and records. Performs a variety of secretarial/administrative support tasks as needed. Types a variety of materials including those of a sensitive or confidential nature. Photocopies documents, faxes messages, processes out-going mail, etc. Maintains knowledge of overall City and Department/Division organization, responsibilities and activities; modern office methods and machines such as computers, rules of grammar, spelling and punctuation; and personnel supervision, training and performance evaluation principles.

AFFILIATED PATHOLOGY MEDICAL GROUP Laguna Hills, CA 1998-2014 ADMINISTRATIVE COORDINATOR

Served as the liaison between the pathology department and other hospital departments to ensure efficient patient care. Being first point of contact via phone, email and walk-ins, I handled any and all issues needing immediate responses efficiently. Coordinated the general day to day business and calendars for the department as well as four pathologist’s schedules. Scheduled conferences and meetings as requested. Being able to prioritize projects by multitasking along with my daily routine was a key element in running a busy office and department. Preparing monthly reports, charts and spreadsheets for productivity and quality assurance is one of many ongoing project I performed. I maintained and updated any policies and procedures as well as producing forms essential to our department. Entered patient data and maintained patient department records follow HIPPA guidelines. Anticipating and being proactive assured other departments, clients and patients of our commitment to high standards.

KEY ACCOMPLISHMENTS:

Improved policies and procedures by designing and employing quality assurance record forms.

Ensured new computer systems for the Memorial Care System were appropriately selected by participating in the pre-screening process.

Helped maintain positive client satisfaction and accurate internal accounting records by reconciling billing and reporting issues.

Tracked and reported department productivity to assist with quality assurance and improvements increasing overall efficiency by 10%.

San Juan Capistrano, CA 949-***-**** **********@*****.*** https://www.linkedin.com/pub/donna-latterman/83/854/95 ADMINISTRATIVE ASSISTANT

Ensured general office duties were managed effectively helping internal team operations run smoothly. KEY ACCOMPLISHMENTS:

Eliminated file redundancy by 50% by creating and implementing a new system.

Established greater department operational efficiencies by 5% by establishing logging systems to track expert consultation cases.

CLERK

Contributed to office management activities.

KEY ACCOMPLISHMENTS:

Elevated departmental general administration operations by developing various process and organizational improvements.

Eliminated inefficiency and redundancies by 5% in department operation helping the office run more cohesively. EDUCATION

FRANKLIN HIGH SCHOOL 1975-1979 SOMERSET, NEW JERSEY PAGE 2 OF 2

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