Remote CSR, Coordinator
Resume:
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:
ADDRESS:
8127 Callendale Dr
Colorado Springs, CO 80908
EMAIL:
********************@*****.***
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