KATIE

LEONARD

CUSTOMER SERVICE

***- ***-****

ad3hic@r.postjobfree.com

Cedar Rapids, Iowa 52404

CONTACT

SKILLS

• MS Office Suite

• QuickBooks

• 10 Key entry

• Certified CPR Trainer

• Inventory reconciliation

• Data Entry

• Opera

• Multi-line & PMX phone systems

• Scheduling and reservation

• EPIC

• Insync

• EMAR

To obtain a position that will allow me to put to use the years of experience in management, leadership, and customer service skills. I'd like to work for a company that appreciates it's employees and provides an environment that nurtures their skills while helping them build upon new ones.

PROFESSIONAL SUMMARY

Lead Patient Support Staff

Area Substance Abuse Council, Cedar Rapids, Iowa Driver Manager

CRST, Cedar Rapids

EXPERIENCE

October 2020 - January 2024

Maintained accurate records of all patient interactions using electronic health record systems.

•

Provided emotional support for patients facing difficult diagnoses or life-altering circumstances.

•

Supported patients throughout the entire continuum of care from diagnosis

• through discharge planning.

Monitored compliance with applicable laws and regulations pertaining to patient protection and privacy rights.

•

Assisted vulnerable populations in navigating the healthcare system by providing resources and guidance.

•

Provided compassionate and effective patient advocacy to ensure positive

• patient experience.

Prioritized assignments and work within standardized policies and procedures to achieve objectives and meet deadlines.

•

Built collaborate relationships with peers and other staff members to achieve departmental and corporate objectives.

•

Participated actively in team meetings by offering valuable insights on patient

• care,

Maintained knowledge of community services and resources available to patients.

•

• Facilitates new hire training

Ensured all new hires were in compliance and could demonstrate job

• knowledge.

July 2016 - August 2020

• Serve as contact person for all drivers assigned to regional fleet territory

• Answering incoming calls from over the road driver teams Front Desk receptionist

Country Inns and Suite at the Airport, US, US

Customer Service Manager / CPR trainer

Cardio Partner Resources, Cedar Rapids

Ensuring all deliveries and pickups are made on time and or communicate with our shippers and consigns on any delays

•

• Answering all driver team Qualcomm messages in a timely manner. Coordinated with customers regarding deliveries, resolving customer inquiries in a timely manner.

•

Managed a fleet of drivers and vehicles, ensuring safety compliance with DOT regulations.

•

Maintained accurate records of driver logs, delivery schedules, maintenance

• costs, and other related data.

• Monitored driver attendance, absences, tardiness, overtime hours worked.

• Discussed load and service expectations with driver on plan. Communicated safety expectations by explaining pre-trip inspections, following

• distance and route conditions.

September 2016 - December 2017

• Checking in and check out of hotel guest

• Scheduling, cancelling and editing guest reservations

• Greeting all guests upon entrance to the hotel

• Cashiering for the Market Place.

Managed incoming calls, directing them to appropriate staff members or taking detailed messages as necessary.

•

Processed payments received from customers via cash or credit card

• transactions accurately and efficiently.

Maintained an organized front desk area, ensuring all forms were up to date and available for visitors.

•

• Handled multi-line phone system and promptly transferred calls. Demonstrated excellent customer service skills by responding to inquiries and

• resolving complaints promptly and courteously.

September 2011 - June 2017

Oversee and make sure all customer service duties are being completed in a timely manner

•

Scheduling CPR training nationwide and coordinating the trainer who will facilitate the course

•

• Data entry of all courses and students into the database

• Various Front office duties

Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.

•

Utilized problem solving techniques to quickly resolve escalated issues from

• customers.

Coached and provided feedback to staff to improve performance and achieve company objectives.

•

Recruited and trained employees, fostering customer service mission and objectives.

•

Provided ongoing support for existing customers by answering questions or

• addressing concerns in a timely manner.

Reviewed incoming emails from customers; responded promptly with accurate information.

•

General Studies

Washington High School, Cedar Rapids, IA

BA in Business Management

America Intercontinental University, Schaumburg, IL EDUCATION

January 2005

January 2007

CERTIFICATIONS

• Community Health Worker

References available upon request

REFERENCES

Contact this candidate