Customer Service Employee Relations
Resume:
Katrina Hill
EVS Supervisor
Cleveland, Ohio
*********@*****.***
Coordinate and provide the utmost quality customer care and employee relations through management training, communication, engagement and development. Providing more than 10 years of experience with customer service and office management. I take pride in providing the best customer service possible and a team player to all. Skilled in Microsoft Office with a strong ability to juggle multiple tasks.
Work Experience
EVS Supervisor
JACK Entertainment Racino - North Randall, OH
February 2022 to July 2023
Ensure that the guests feel safe and comfortable on the gaming floor by keeping their surroundings clean and sanitary.
Key Accomplishments:
• Supervise the efficient and effective operation of assigned areas
• Ensure that the cleanliness of the entire building is maintained.
• Assist with Interviews, train and coach the cleaning staff on process and procedures for daily work routine.
• Schedule daily work assignments for the staff in database and review in daily huddles.
• Create and review performance evaluations for assigned staff.
• Ensure that the gaming machines are properly sanitized and ready to receive the next guest.
• Prepare written reports; maintain records of work production, areas cleaned, and supplies needed.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining and motivating the cleaning staff.
• Demonstrated excellent people skills in both client and employee relationship
Service Excellence Specialist / EVS Supervisor
METROHEALTH MEDICAL CENTER - Cleveland, OH
January 2016 to December 2020
Patient experience and employee engagement. Supervision between patient and employee relations through communication, training and development with housekeeping staff.
Key Accomplishments:
Supervise the efficient and effective operation of assigned areas, overseeing 150 staff members.
Ensure that the cleanliness of the entire building is maintained.
Train and coach cleaning process to staff to ensure the proper policy and procedures are utilized.
Set daily work assignments for the staff; ensure that staff follow their schedules.
Manage performance evaluations and corrective actions for assigned staff.
Ensure that the patients’ rooms are properly maintained and ready to receive the next customer.
Prepare written reports; maintain records of work production, areas cleaned, and supplies needed.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining and motivating the cleaning staff.
Statewide Intake/ Administrative Specialist
EMPOWERING AND STRENGHTENING OHIO'S PEOPLE (ESOP) - Cleveland, OH
April 2010 to December 2015
Customer Service champion serving as first point of contact to ESOP clients consisting of screening for eligibility of services. Serve as liaison between ESOP counselors and national mortgage lenders across 10 statewide locations. Relieve front desk receptionist for breaks or absentees.
Key Accomplishments:
• Manage and facilitate a statewide caseload volume of 2500 homeowners annually across 10 locations.
• Assign new files through the Save the Dream Ohio (SDO) database of over 115,000 applicants for processing to receive funding
• Prescreen and schedule intake appointments and manage Outlook calendar
Generate and monitor status reports of daily file activity.
• Serve as liaison between counselors, managers and homeowners
• Facilitate logistics from Satellite offices and other sources
Recording Specialist
FIRST AMERICAN TITLE INSURANCE COMPANY
July 2005 to March 2010
Document Auditor, ensuring all pertinent documentation is in compliance for County recording.
Key Accomplishments:
• Process Home Equity mortgage documents from banks and mortgage lenders
• Research property titles and legal documents
• Invoice clients; Generate bank checks for processing fees
• Submit mortgage documents to County offices for recording
Quality Control Operations Coordinator
JP MORGAN CHASE
1992 to 2005
Coordinated the completion of post-Closing loan files in the Home Equity division, as well as managed File Room and Mail Room for proficient document assessment and delivery.
Key Accomplishments:
• Oversee daily operation of File Room and Mail Room for a staff of 20 employees
• Intermediary between office staff, field representatives, insurance, title and escrow companies
• Maintain clerical support in all facets of office operations in Home Equity Closing Department
• Audit and data entry for post-Closing documents, control daily statistic reports in file database
• Research and track loan documents and process payments
• Train new associates on computer systems and office operations
• Assist with organizing various workshops and other office events and programs.
Education
Office Management: Case Western Reserve University & Cuyahoga Community College
IEHA : Certified Environmental Services Exécutive
Additional Information :
• Continuous leadership management training and development
• Highly motivated and reliable office support
• Excellent communication and organizational skills; outstanding customer service
• Consistently displays high character and a strong professional with 15 years of experience
• Work ethic, maintaining confidentially and personal credibility
• Diverse administrative skills
• Work collaboratively in a team environment as well as independently
• Able to prioritize while handling multiple tasks
COMPUTER SKILLS
Microsoft Word/Microsoft Excel/Power Point
Microsoft Office/Outlook Internet Web Search/MK Desktop Windows 10
ALS, ACAPS, Lotus Notes Systems
EPIC Systems
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