Customer Service Public Health

NICOLE BRENNAN

**** ***** ***** ****** ****, IL *477 · 708-***-****

*******@*****.*** · https://www.linkedin.com/in/nicole-robinson-brennan-a9810039/

Dedicated professional with 20+ years of experience in Healthcare and Customer Service looking to utilize skill acquired from education and experience while growing professionally. Exceptional customer

service, managerial and people skills. Productive in both individual and group settings.

EXPERIENCE

05/5/2008 - CURRENT

SENIOR EXECUTIVE ADMISSIONS SPECIALIST, CHAMBERLAIN UNIVERSITY

Conduct interviews, assess prospective students, manage appointments, and coach/mentor new hires. Build and maintain partnerships with hospital system in New Jersey.

Selected Contributions:

●Assisted in the development and growth of team start with large healthcare partner in NJ.

●Developed and conducted trainings for key account/team starts team.

09/2008 – 6/2009

PATIENT ADVOCACY MANAGER, MACNEAL HOSPITAL

Developed guidelines for new role, Fostered open door policy for patients, and managed front- end operations to ensure customer satisfaction.

Selected Contributions:

●Created a centralized location for all patient complaints and concerns.

●Reduced number of formal complaints by visiting 75% of all newly admitted patients.

●Analyzed data to identify trends in patient dissatisfaction.

●Reduced number of formal complaints by visiting 75% of all newly admitted patients.

●Analyzed data to identify trends in patient dissatisfaction.

01/2007 – 1/2008

HEALTHCARE RECRUITER, MAXIM HEALTHCARE SERVICES

Managed office processes and employes while increasing customer satisfaction. Selected Contributions:

●Increased offices sales by over 15K contributing to an all-time record high for the office.

●Met or exceeded all recruiting and sales targets despite increased competition.

05/2005 – 11/2006

HEALTHCARE REPRESENTATIVE, TENNESSEE DEPARTMENT OF HEALTH

Overseen research study, prepared complex reports, recruited, and interviewed eligible participants.

Selected Contributions:

●“Outstanding Study Interviewer” Center from Disease Control and Prevention, July 2006

09/2003 – 05/2005

ENGLISH AS A SECOND LANGUAGE INSTRUCTOR, SOUTH CENTRAL HUMAN RESOURCE AGENCY

Advanced agency’s services provided to the growing Hispanic community.

Translated and interpreted information for staff as requested. Developed training on cultural sensitivity and diversity among non-English speaking students and families.

Selected Contributions:

●Increased parent participation among the Hispanic community by over 50%.

●Implemented tools across the program, within 13 counties, to overcome barriers for communication among the Spanish Speaking population.\

●Conducted the National Reporting System assessment with 50% of English speaking students and 100% of Spanish speaking students.

EDUCATION

APRIL 2020

MASTERS OF PUBLIC HEALTH, CHAMBERLAIN UNIVERSITY

GPA 4.0 - Summa Cum Laude

MAY 2003

BACHELORS OF PUBLIC HEALTH, EAST TENNESSEE STATE UNIVERSITY

Deans List Fall 2000, Spring 2001, Fall 2002

MAY 1999

ASSOCIATES APPLIED ARTS, COLUMBIA STATE COMMUNITY COLLEGE

Deans List Spring 2000

SKILLS

Customer Service Management

Healthcare Experience

Program Enhancement

Strong Communication Skills

Detail Oriented

Research and Analysis

Computer Efficient

Teambuilding & Training

Solutions Based

Task Prioritization

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