PROFESSIONAL SUMMARY

I am a Triage Coordinator with many years of strong client service experience and have worked all 3 shift levels. Acknowledged for dependability and complete documentation abilities. Seeking to further my help desk/communications center/call center experience with your company, as I think it will dovetail with my current skill set neatly.

CONTACT

PHONE:

813-***-****

ADDRESS:

8127 Callendale Dr

Colorado Springs, CO 80908

EMAIL:

adpbd9@r.postjobfree.com

HOBBIES

Reading

Spending time w/family

Editing manuscripts

SUZANNE ELLIS

Commercial Lines CAS

WORK EXPERIENCE

StatLine/MTF Biologics

Triage Coordinator

September 2021–Present

Answer multiple incoming Triage Coordinator phone lines from a home-based office

Obtain information for new death notification referrals, messages, and updates on existing referrals, then deliver the information to the appropriate staff member per call schedules

Perform initial evaluation of all referral calls to determine if the patient is suitable for potential organ, tissue and/or eye donation

Route donor referral calls to appropriate coordinator for StatLine Organ, Tissue and Eye Banks

Monitor referral assignments, case notes and messages to ensure timely delivery of information to coordinators, tissue bank and eye banks

Collect Organ Import information and route it to the correct Organ Coordinator with the correct OPO in order to ensure they receive new organs as well as research organs offers in a very timely manner

Skillful navigation of StatTrac software –monitoring potential donor referrals, messages, and updates, so as to ensure that any incoming information on potential organs, tissue or eye donations are kept within the window of time that is necessary

Participate in the departmental quality assurance schedule

Progressive Insurance, Colorado Springs, CO

Commercial Lines CAS

March 2021–September 2021

Answered incoming Commercial Lines phone lines from a home-based office

Spoke to callers regarding their specific vehicles together with their work expectation needs to try to come up with the coverage that fit each of their unique situations

Asked probing questions to correctly ascertain whether the driver would need Federal and/or State Filings added to their insurance coverage

Routed calls to their proper departments

Created Certificate of Insurance forms for certain drivers for the proof that they would need to access different commercial job sites with their specific vehicles

Created Quotes and bound insurance policies for drivers who needed the information or needed the actual coverage

Processed payments for new or existing policies for insurance agents

Added/Deleted vehicles, drivers, and insurance coverages from existing insurance policies per policy owner’s request

Passed tasks that were not under my purview to the department that was assigned to process those successfully

LifeLink Foundation, Inc, Tampa, Fl

Communications Coordinator ll

March 2013–December 2019

Answered multiple incoming communications services phone lines

Obtained information for death notification referrals/messages, delivering the information to the appropriate staff member per call schedules

Performed initial evaluation of all referral calls to determine if the patient is suitable for potential organ, tissue and/or eye donation

Routed donor referral calls to appropriate coordinator for LifeLink OPOs and LifeLink Tissue Bank as well as external tissue and eye banks

Monitored referral assignments, case notes and messages to ensure timely delivery of information to coordinators, tissue bank and eye banks

Proficient use of iTransplant – maintained potential donor referral information v[a data entry by following established iTransplant procedures and CSD referral protocols

Processed organ offers from other OPO, utilizing iTransplant

Communicated with Lions Eye Institute for Transplant and Research and the Georgia Eye Bank in 30-minute intervals for referral confirmation

Participated in the departmental quality assurance schedule

Completed and maintained Daily Call Schedule forms

Received tissue culture information (airline, flight number, arrival/delivery times, tissue being sent, and processing information) from LLGA, LLPR and Our Legacy for LifeLink Tissue Bank, notifying appropriate LLTB Culture Case Coordinator

Received and maintained call logs for all building/equipment alarm calls for the Foundation for all locations, then following established protocols regarding appropriate notifications

Provided phone coverage for other departments during meetings, seminars and out-of-office closures

Communicated and passed on temporary information to fellow Communications Coordinators, utilizing the internal message board to do so Research Donor Registries, providing documentation to organ recovery coordinators

Monitored Puerto Rico death notification referrals

Provided data entry for missed referrals for the OPOs

Provided data entry for Medical Examiner referrals for LifeLink of Puerto Rico

Communicated any Hospital Development concerns or feedback to the appropriate divisional department

Maintained and provided weekly gate code access to LLFL and LLGA staff

Maintained and logged after hours specimen drop-offs for Immunology Laboratory

Assisted as directed with any needed training activities; proactively identifying training needs; communicating ideas to the manager for effective training

Assisted with referral QA process for the LLPR office as directed

Kept daily Referral/Call Counts for all Communications Coordinator employees, passing to supervisor and manager daily

TCH Restaurant Group, Inc, Tampa, Fl (company since dissolved)

Office Administrator, Payroll

June 2011 - December 2012

Direct Administrative assistant to CEO, CFO, VP and HR, VP of Marketing and Controller

Handled all incoming call regarding the administration of business

Sorted and distributed all incoming mail, prepared all outgoing mail

Assisted CFO in financial projects

Assisted VP of Marketing in marketing projects, including daily Bank Deposit spread sheets and Flash Reports

Assisted VP of Human Resources with HR projects

Entered all payroll changes originating from 35 Five Guys restaurant location managers for all employees on staff

Handled all Benefits inquiries and the setup of all new employees in the Benefits program

Supervised Internet change over for all 35 restaurant locations for PCI Compliance

Ran Quarterly PCI Compliance reports for all 35 restaurant locations

Air Animal Pet Relocation, Tampa, Fl

Front Desk Administration, Intake Specialist

May 2010 - December 2010

Front Desk Administration, Intake Specialist • Air Animal Pet Relocation • Tampa, Florida

Handled all open/closing duties

Fielded all incoming calls for pet relocation estimates

Formatted Web Inquiry requests for estimates

Trained all new employees

Assisted Doctor/Veterinarian with the handling and preparation of all animals set to travel/relocate

Updated Website and Server with the latest information pertinent to TSA regulations

Performed all FedEx shipping duties and mail distribution

Whataburger Corporate Office, San Antonio, TX

Level I/Level II Contact Center Analyst

June 2009 - March 2010

Provided technical support for all Whataburger restaurant units

Provided technical support for all internal/corporate workstation and network issues

Utilized call tracking software to track both open and closed tickets

Responsible for troubleshooting both hardware and software related issues

Trained new employees

Reactivated employees in IRIS database as well as other software management functions

Performed various Level II Help Desk support functions, including daily remotes into off site networks

Performed SQL Server queries and ran scripts using SCCM to resolve software incompatibility issues

Phillips & Jordan, Inc, Zephyrhills, Florida

Administrative Assistant, Accounts Payable

December 2005 - September 2008

Proficient in Spectrum/Forefront Construction Software Management software

Set up New Vendors, including obtaining and processing W9s for each

Maintained Purchase Order Module

Processed vendor invoices

Received materials against purchase orders to create invoices

Entered data for weekly employee expense reports

Produced checks for cash disbursement of vendor payments

Compiled and organized mailing for 425+ employee monthly MasterCard statements

Reconciled and coded each MasterCard statement monthly with actual paper receipts from each charge for all MasterCard employees

Followed up with MasterCard employees for missing receipts and disputed excessive charges with each employee

Organized Federal Government Security Packet for 7 employees for disaster relief post 9/11 clean up

Provided support for the 24hour Disaster Division phone lines

Organized work orders and daily timesheets for 5 disaster relief employees

Market Technologies, Wesley Chapel, Florida

Technical Support Specialist

December 2004 - October 2005

Provided technical support for new and existing clients via telephone and email contact

Mastered Microsoft Access Tracking Software to keep records of caller issues

Successfully built Microsoft Excel spreadsheets for tracking numbers for all incoming/outgoing calls and emails

Became skilled in troubleshooting and resolving various issues that were software/hardware related for clients including Windows XP, 2000, and 98 through research

Trained new employees

NCR Corporation, Kennesaw, Georgia/Columbia S Carolina

Level I/level II Help Desk Analyst

December 1999 - December 2004

Provided technical support via telephone contact

Proficient in Remedy Tracking software to track open and closed tickets

Troubleshooting of various issues, both hardware and software related

Trained all new employees

Performed various Level II Help Desk support functions including TCP/IP remote dial-ins

Utilized PC AnyWhere in remote dial ins for Burger King (600 sites), Fuddruckers, Inc (200 sites), Del Taco (10 sites) and Airport Concessions (7 sites) clients throughout US and Europe with software issues unable to be resolved through working with managers onsite at the locations

Primary Escalations Analyst:

*Responsible for placing of, following up on and resolution of all hardware technician appointments for those Burger King, Fuddrucker's, Del Taco and all Airport Concessions sites with hardware failure issues throughout US and Europe

*Verified satisfaction of all open tickets by restaurant Company, Area and Local managers before ticket closure

Brewton Public Library, Brewton, Alabama

Library Clerk, Acquisitions Librarian

May 1997 - December 1999

Responsible for checking in and out all library materials

Responsible for verifying ll materials are in their place and all bare accounted for

Checked library patrons on and off the public computers

Assisted in research for library patrons

Responsible for all library books, magazines, CDs and other software acquisition as Acquisitions Librarian

Supervised all part time employees

Responsible for conversion of entire MacIntosh Library system consisting of a 27-unit computer network and Library Automation software over to a Windows platform

EDUCATION

Associates of Arts in Visual Communication (Graphic Design) - Pending

University of Phoenix

(2007-2009 Online)

Tampa, Florida

High School Diploma

1983

Escambia High School

Pensacola, Fl

SKILLS

Dependable/Timely

Shift coverage when needed

Respectful Customer Service

Outstanding Communication Abilities

Strong People Skills

Excellent Documentation skills

PROFICIENCIES

MS Word

MS Outlook

MS PowerPoint

MS Excel

iTransplant OPO Software

Florida/Georgia/Puerto Rico Donor Registry Software

Spectrum/Forefront Construction Management

StatTrac OPO Software

Contact this candidate