Customer Service Quality Assurance

Michael Nemeth

**** ******* *****, *******, ** **002 *************@*****.*** 269-***-****

EDUCATOR

As a highly organized and ambitious educator, I have a comprehensive background in managing education and prehospital and specialty care services effectively. My track record includes successfully developing and executing detailed policies and standard operating procedures (SOPs) while creating innovative strategies to optimize workflow. In addition to coordinating staffing and delivering exceptional customer service, I specialize in orchestrating the seamless operations of fast-paced environments including educational realms. My attention to detail and superior organizational skills allow me to effectively manage time and identify opportunities for improvement. I am adept at developing creative solutions and implementing procedures to enhance efficiency across the organization. Furthermore, my proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is complemented by my excellent interpersonal communication skills. AREAS OF EXPERTISE

● Patient & Customer

Relations

● Team Leadership

● Supervisory Skills

● Operations Management

● Task delegation/oversight

● Critical Thinking

● Document Management

● Personnel Management

● Training &

Development

● Staff Coordination

● Research &

Analysis

● Clinical

Background

● Interpersonal

Skills

● DMCA lead

● Problem-Solving

● Strategic Planning

● Conflict resolution

● Quality Assurance

● Organizational

Skills

● Record Keeping

● Coaching

PLATINUM EDUCATION FEBRUARY 2021- PRESENT

MEDICAL EDUCATOR/TRAINER

● Established long-term, positive relationships with staff and customers

● Actively spearheaded DMCA to keep Platinum content secure

● Swiftly responded and cleared course audits

● Maintained educator availability in the scheduling portal program and internal calendar

● Meticulously document sessions

● Provide comprehensive and engaging training sessions for new and existing customers

● Review user manuals to ensure current practices, instructions, and screenshots for accuracy with promptly adjusting or reporting any discrepancies.

● Remained familiar with new features and upgrades to platinum websites and software

● Proactively assist customer support when requested

● Meticulously document sentinel customer events

● Effectively communicate with management, sales, and colleagues regarding issues affecting customer satisfaction

● Contribute to developing content for corporate-wide communication including newsletters, contact messages, and marketing materials

● Attend staff meetings

● Efficiently manage workload to ensure priority one tasks are addressed promptly

● Maintain develop/create and update items in our test bank

● Improve and develop within Platinum Planner for EMS and Allied Health

● Remained current on AHA national registry, Educational standards

● Develop/create and update items in the test bank

● Remained informed regarding curricula that are supported in testing or skill tracking

● Prepare and deliver various workshop topics

● Educate staff on educational issues and updates

● Research and develop new verticals for deployment in skill-tracking solutions and scheduling

● Assist customers with Medical education related questions/concerns

● Attend trade shows and conferences to support other departments as needed LIFE AMBULANCE, DECEMBER DECEMBER 2016 – 2021

Senior Paramedic/Field Training Officer

● Orchestrate and direct the daily training of new employees on protocols.

● Established long-term, positive relationships with staff and patients.

● Addressed and resolved complaints promptly and diplomatically.

● Manage all aspects of patient care in emergent and non-emergent situations.

● Coordinate logistics for the transportation of urgent and emergency patients to regional facilities.

● Make recommendations for trainees to meet with the medical control director for system clearance

● Assume supervisor responsibilities as directed by the operations manager in the absence of supervisor coverage.

● Manage employee training documentation and review treatment techniques.

● Provide accurate and timely documentation of patient care.

● Integrate paramedic training.

● Provide rapid tactical paramedic care for Life EMS.

● Provide EPIC care for critical care patients.

● Develop a coaching and mentoring program for employees on performance improvements and initiatives.

KALAMAZOO VALLEY COMMUNITY COLLEGE SEPTEMBER 2016 – PRESENT Adjunct Instructor/EMT Clinician

● Assessing and providing comprehensive training for Medical First Responders, EMTs, and Paramedic candidates.

● Took charge of the entire clinical education program to ensure high standards of training.

● Collaborating with lead instructors and external agencies to coordinate enriching clinical experiences for candidates.

● Arranging and overseeing essential continuing education for employees to ensure their licensure is up-to-date. - Providing direct supervision to EMT candidates in clinical settings, ensuring strict adherence to established procedures.

● Working closely with instructors to seamlessly operate health simulations, enhancing the learning experience.

● Meticulously managing inventory, maintaining accurate records, and ensuring timely replenishment of supplies.

● Thoroughly evaluate students' responses in handling critically ill and injured patients during emergencies.

● Serving as a lead instructor for lectures and laboratory sessions to deliver comprehensive training."

SOUTH COUNTY AMBULANCE MARCH 2015 – JUNE 2017

General Manager

• Effectively orchestrate and direct the daily operations of the Ambulance Company to align with medical staff bylaws, current statutes, and third-party payer requirements.

• Responsible for running a multimillion-dollar organization.

• Hiring and training employees

• Supervising team members, and delegating tasks.

• Evaluating performance

• Developing corrective action plans

Coaching and mentoring employees on performance improvements and initiatives.

• Spearheaded CAAS accreditation

• Established enduring, positive relationships with staff and patients.

• Addressed and resolved complaints promptly and diplomatically,

• Design, implement, and evaluate policies and procedures that require revision, including SOPs to ensure efficiency and effectiveness.

• Recommend changes to the overseeing Board

• Create employee schedules to ensure adequate coverage to meet operational needs.

• Ensured the completion of patient care records and submitted reports to Medical Control.

• Processing of employee payroll

• Efficiently managed patient billing

• Deliver monthly operational updates for board meetings.

• Develop and manage building and vehicle maintenance schedules

• Manage inventory, replenishing stock as needed,

Develop and maintain the operating budget. I have also developed transfer policies with the hospital

ADDITIONAL PROFESSIONAL EXPERIENCE

Senior Paramedic/Field Training Officer, PRIDE CARE AMBULANCE, 1997−2016 Member of Kalamazoo County Medical Control Authority CQI EDUCATION & CREDENTIALS

Bachelor of Science in Homeland Security. Columbia Southern University, Orange Beach, Alabama

Critical Care Paramedic, Kellogg Community College, Battle Creek, MI Associate degree in Fine Arts, Kalamazoo Valley Community College, Kalamazoo, MI ACLS, ITLS, CPR, BDLS, PEPP, Terrorism awareness for emergency Responders, Firefighter 1 and 2, Ice rescue, Confined spaces, Extrication and Hazmat operations, Multiple NIMS and FEMA courses

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