Customer Service Front Desk

Karen Wilkins

CUSTOMER SERVICE/COMMUNICATIONS REP.

Greensboro, NC

actnp5@r.postjobfree.com - 336-***-****

A customer service/ operator position where my twenty years' experience handling high-volume incoming and outgoing calls, operating the paging system, monitoring and initiating the correct alarm systems, and assisting with administrative duties can be utilized to improve operations and make a professional and positive impact on the services and operations of a hospital health care institution. Authorized to work in the US for any employer

WORK EXPERIENCE

Medical Receptionist/Assistant

The Agency, Inc./ Kernodle Clinic - Mebane, NC - November 2015 to Present System Wide Communications Rep.

Cone Health - Greensboro, NC - 2006 to 2015

Answered and transferred high-volume patient, visitor, physician and nursing staff calls to internal and off campus Cone hospital facilities in a courteous and professional manner.

• Monitored all nursing station medical codes, emergency room distress codes and panic alarms.

• Implemented emergency procedures for air, gas, generator, chemical spills and fire codes.

• Paged doctors and other department heads through internal paging system.

• Maintained up-to-date departmental listings for staff and on-call employees at each campus location.

• Recorded all called codes, cancelled or otherwise, in a daily log for audits.

• Trained temporary staff on the proper operation of the PBX switchboard and how to perform emergency procedures quickly and accurately.

Universal Representative

VERIZON WIRELESS - Greensboro, NC - 1995 to 2002

Managed all aspects of the PBX switchboard operating and paging systems by answering and transferring large volumes of customer and staff calls in a friendly and efficient manner.

• Provided excellent customer service by answering account questions and concerns, verifying billing, making credit adjustments and providing detailed information on Verizon products.

• Assisted sales representatives by arranging appointments, programming phones, accepting payments and processing sales transactions.

• Ordered supplies, took inventory, collected daily sales and made deposits for Loomis Fargo pickups.

• Trained new hires on Verizon products, policies and procedures. Front Desk Supervisor

COMFORT INN HOTELS - Greensboro, NC - 1988 to 1995 Managed all aspects of the switchboard operating system, including answering incoming and outgoing calls.

• Supervised front desk staff and prepared weekly employee schedules.

• Greeted, registered, and assigned rooms to guests in a warm and congenial manner.

• Booked reservations for large professional organizations, resulting in long-term relationships with corporate clients.

• Resolved guest issues in a positive and immediate manner.

• Administered wake-up call requests and ensured completion.

• Contacted housekeeping or maintenance staff when guests reported problems. Front Desk Manager/ Banquet Manager

BEST WESTERN HOTELS - Greensboro, NC - 1983 to 1988 Managed front desk operations and assisted in answering and transferring guest calls.

• Maintained optimal guest relations and coordinated for same.

• Processed invoices and assisted with guest payment issues.

• Arranged, planned and organized reservations for large corporate groups or guests.

• Prepared required paperwork and provided reports to upper management.

• Coached, counseled and prepared weekly employee schedules.

• Assisted with recruiting, training and monitoring staff. EDUCATION

High School Diploma in General

Walter Hines Page - Greensboro, NC

1984

ADDITIONAL INFORMATION

Computer Skills

Hardware: IBM, Lenovo, Dell and Hewlett Packard desktop and laptop computers Op Systems: Windows 8 / 7 / NT / XP

Software: Epic, Citrix, Microsoft Word, Excel, PowerPoint, Outlook

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