Reservation Agent Customer Service

TIFFANY FITZPATRICK

Email: **************@*****.*** Phone: 989-***-**** Address: 1844 W. Ludington Dr, Farwell, MI 48622

Kind & Compassionate

Innovative professional with extensive experience interacting with a variety of personalities

Exceptional work ethic

Dependable & honest

Excellent written & verbal communication skills

Advocate for accountability, accuracy & quality

Held both Florida & Michigan C.N.A. License & HHA certification obtained from DBCC

Extensive background in both Customer Service & Healthcare

East Coast Podiatry Inc Ormond Beach, FL

Medical Assistant 04/2003 - 01/2005

Acted as a liaison between physician and patient. Checked patients in, collected and verified insurance information, compiled new patient forms, scheduled appointments and updated patient files. Prepared patient rooms prior to their arrival. Provided necessary supplies, support and assistance to medical staff and patients for unit specific procedures. Obtained and recorded patient vital signs; escorted patients to examination rooms and documented medical histories. Partnered with healthcare and administrative staff to create patient centered, inviting and supportive environment for patients and families. Assisted with technical treatments and entered information in patient records and charts. Kept facility stocked with necessary supplies, equipment and instruments. Completed clinical procedures and gathered patient data for interpretation by physician. Sterilized medical equipment after each procedure. Developed and maintained effective relationships through effective and timely communication. Requested scripts from doctors and verified insurance and coding. Liaise with patients and physicians, utilizing exceptional communication skills.

The Shores Resort & Spa Daytona Beach Shores, FL

Reservation Agent 01/2005 - 05/2007

Helped customers select products that best fit their personal needs. Communicated information to customers about product quality, value and style. Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services. Contacted customers to advise them of travel conveyance changes and to confirm reservations. Acquired detailed knowledge of services, promotions and events to offer added value to travelers. Trained all new employees for department. Built customer confidence by actively listening to their concerns and giving appropriate feedback. Expressed appreciation and invited customers to return. Answered customers' questions and addressed problems and complaints in person and via phone. Guaranteed positive customer experiences and resolved all customer complaints.

Promotion: GRC (Group Rooms Coordinator)

Managed all company customer engagement campaigns. Completed data entry and database updates with a focus on accuracy and efficiency. Drafted reports to inform upper revenue management. Maintained all room lists and overall group maintenance. Handled all special event contracts for high end clients.

VITAS Hospice Care Ormond Beach, FL

Home Health Care Provider 05/2007 - 08/2008 (C.N.A. with FL Licensure)

Remained alert to conditions interfering with the safety and well-being of residents involved in activities. Incorporated evidence-based care to ensure high quality care for patients and their families. Established and maintained positive relationships with residents, families, other area health care providers and physicians. Jumped in to fill gaps for on call rotation when necessary. Maintained patient charts and confidential files. Sound, ethical and independent decision-making ability consistent with medical protocols. Worked as part of team to ensure proper care of body mechanics and safety of patient. Responsible for primary care, case management and medication management. Delivered high-quality and compassionate treatment to indigent and low-income patient community. Instructed patients and family members on proper care.

DMEautomotive Daytona Beach, FL

CIC Rep, QA Specialist and Client Services Rep 10/2008 - 07/2013

CIC Agent Duties: Provided excellent customer service and attention to detail when taking inbound and outbound calls. Informed customers about all product lines and services offered by the company. Confirmed that appropriate changes were made to resolve customers' problems. Cross-trained and provided back-up for other customer service representatives when needed. Built and maintained effective relationships with peers and upper management. Prevented store losses using awareness, attention to detail and integrity. Communicated information to customers about product quality, value and style. Informed customers about sales and promotions in a friendly and engaging manner. Assisted customers with store and product complaints.

Promotion: QA (Quality Assurance Analyst) Duties: Trained new employees on agent duties maintaining professional standards. Worked under strict deadlines and responded to service requests and emergency call-outs. Offered direction and gave constructive feedback to motivate team members. Directed strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales. Worked one on one with other call center agents to execute applicable training protocols ensuring success of campaign. Created new processes and systems for increasing customer service satisfaction. Generated reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.

Promotion: Client Services Representative: Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience for clients. Expertly planned, coordinated & organized client campaigns. Closely monitored campaign activity and addressed client concerns and contracts and developed strategies to respond. Ensured the accuracy of public information and materials. Processed monthly reports for department performance.

Alpha Operating, LLC Daytona Beach, FL

HHA 03/2016 - 08/2018

Routinely evaluated the overall resident care within the facility and diligently enforced high standards. Remained alert to conditions interfering with the safety and well-being of residents involved in activities. Developed strong and trusting rapport with each client to facilitate best care possible. Worked to improve patient outlook and daily living through compassionate care. Assisted disabled individuals to foster independence while still closely monitoring safety. Exhibited compassionate care and communication with regard to issues of death and dying. Facilitated games and other activities to engage clients. Administered simple range of motion exercises. Planned, prepared and served meals and snacks according to prescribed diets. Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs. Collected and delivered biological samples such as urine and blood for testing. Assisted with adequate nutrition and fluid intake. Recognized and reported abnormalities and/or changes in patients' health status to nursing staff. Supported patient mobility needs and transported to appointments. Cleaned and organized patients' living quarters. Performed household tasks such as laundry, dusting, washing dishes and vacuuming. Documented resident records on daily flow sheets. Read and recorded temperature, pulse and respiration. Promoted continuity of care by accurately and completely communicating to other caregivers the status of patients for which care is provided. Maintained a clean, orderly and well-stocked environment. Comforted patients and provided them with reassurance and encouragement. Sensitive to the needs of geriatric patients. Assisted with transferring residents in and out of wheelchairs and adaptive equipment. Assisted patients with bathing, grooming and feeding. Turned and repositioned patients for comfort and medical safety. Participated in the maintenance of safe conditions within the facility and other related areas. Promoted personal and co-worker safety. Observed and documented patient responses. Positioned residents for comfort and to prevent skin pressure problems.

Prestige Place, Clare, MI

C.N.A. 01/2020 - 10/2021

Worked as a CNA & Med Tech for this Assisted Living Facility, taking care of residents & performing all the same duties as described above.

The Horizon Senior Living II, Clare, MI

C.N.A., Home Manager 10/2021 - Present

I started working on the floor as a CNA. In December 2021, I applied for the Home Manager office position for this facility & was successfully promoted as such.

I currently take phone calls from other Medical Professionals with regard to our residents in a fast-paced busy day to day environment. I handle all matters related to managing our facility & the inner workings as such. From family members with concerns or simply checking on their loved ones, to keeping up with overall regular maintenance of our property & managing all existing contracts. I am responsible for all matters related to staff including but not limited to, hiring/terminating staff, payroll & scheduling. I am able to successfully navigate staff concerns & personality conflicts between employees to maintain a positive & professional working environment. I am also responsible for assessing new residents & the entire admission process. I manage all healthcare needs for every resident on a continual basis, working closely with a variety of medical professionals to ensure the best care is provided for them & their families.

Additonal Information:

Graduated St. Johns High School Saint Johns, MI - High School Diploma 1998

HHA Certification obtained from DBCC in 2007, 22 Hour Course

Current C.N.A. License for Michigan

The Shores Resort & Spa

Received Employee of the Quarter in 2006 & nominated for Employee of the Year

One in-house promotion during employment

DME Automotive

Received Employee of the Month for January 2009

Two in-house promotions during employment

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