Data Entry Crisis Counselor

JOSHUA M. WOODS

SNOHOMISH, WA/ 425-***-****/ WOODSJOSHUA345GMAIL.COM

Professional Summary

Hardworking and detail-oriented PBX Operator with a commitment to ensuring exceptional customer service. Dedicated to driving process improvements through streamlining systems. Years of progressive employment in fast-paced settings. Handles incoming with a polite and helpful demeanor. Adept with coordinating complex calendars and schedules. Skills

● Typing skills of 55 WPM

● Operating switchboards

● Telephone operations

● Strong telephone etiquette

● Front desk operations

● Greeting customers

● Search directories

● Professional

communication

● Telecommunications

● Clerical support

● Dependable and

Responsible

● Superior Software

Proficiency

● First Aid/CPR

● Organization and Time

Management

● Interpersonal

Communication

● Cultural Awareness

● Problem-Solving

● Data Entry

● Attention to Detail

● Multitasking Abilities

● Google Workspace

● Multi-line phone talent

● Medical terminology

knowledge

● Creative problem solving

● PPE Compliance

● Active Listening

● Self-Motivated

● Teamwork and

Collaboration

● Planning and Coordination

● EPIC and HIPPA

competency

● Analytical and Critical

Thinking

● Training and Development

● Business planning

● Risk analysis and

management

● Project Management

● Search Engine

Optimization

● Business administration

● Good Telephone Etiquette

● Client advocacy

● MS Office

● G-Suite

● Team-building

● Lean Six sigma

● Leadership

Work History

Hospital PBX Operator 04/22-Present

Providence Regional Medical Center - Everett, WA

● Answered calls promptly and engaged customers with friendly, professional demeanor.

● Searched relevant directories to find contacts, business addresses, and clinical information for customers and employees.

● Maintained up-to-date knowledge of emergency call procedures.

● Operated digital paging system to notify recipients of incoming calls.

● Responded to customer inquiries with patience and positivity to establish excellent first impression.

● Supported customers by managing 130+ calls per day efficiently while maintaining professionalism and upbeat tone.

● Trained and mentored new PBX operations employees.

● Announced important information and emergency notifications over PA system

● Worked flexible hours across night, weekend and holiday shifts.

● Used critical thinking to break down problems, evaluate solutions and make decisions.

● Identified issues, analyzed information and provided solutions to department problems.

● Actively listened to customers, handled concerns quickly, and escalated areas of concern.

● Worked within applicable standards, policies and regulatory guidelines to promote a safe and ethical working environment.

● Met customer call guidelines for service levels, handle time and productivity.

● Promoted superior experience by addressing customer concerns, demonstrating compassion, dignity, justice, excellence, and integrity.

● Sought ways to improve processes and procedures. Fabrication Supervisor 11/2011 to 06/2020 (Pandemic Impact) Walters & Wolf Inc. - Mukilteo, WA

● Provided training, support, direction and mentorship to continually develop employee work habits, job skills and safety practices.

● Controlled procedures to drive production of conforming fabricated assembly components and compliance with quality standards.

● Established and analyzed cost control systems to achieve department budget objectives.

● Assigned work to department personnel to attain department objectives.

● Coordinated project workflows for departments.

● Collaborated with other leaders and executives to direct workflow and support operations.

● Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.

● Troubleshot equipment to reduce service calls and downtime.

● Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 5-member management teams with related direct reports.

● Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.

● Coordinated schedules and reviewed work performance for staff.

● Supervised ongoing daily production phases.

● Collaborated with internal teams to streamline operations across materials handling, production, shipping, and field work.

● Kept accurate and detailed records of personnel progress and productivity.

● Enhanced processes by pinpointing bottlenecks and working with supervisor to resolve.

● Managed staff hiring, training and supervision.

● Oversaw, coached and evaluated 175+ skilled trades’ employees over 9 year period. Managed 30 direct employees for over 3 years.

Education (Diplomas)

Associates: Wildlife & Forestry Conservation

Penn Foster College - Scottsdale, AZ (Graduated

Certified: Six Sigma Green Belt

Six Sigma Global Institute – Boston, Man (Graduated) Certificate: Welding Engineering

Everett Community College - Everett, WA (Graduated With Honors) Certificate: Veterinarian Assisting

Penn Foster Career School - Scranton, PA (Current Student) Certifications

PS- Prevention Specialist.

Certified MHFA- Mental Health First Aider, From the National Council of Mental Well-being. Certified Crisis Counselor – Volunteer crisis counselor with national crisis text line and national 988. 2

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