Customer Service Call Center

Hattie Sussman

*** ****** **** *******

Branford, Connecticut 06405-2657

203-***-****; 203-***-**** [mobile] e-mail ********@*******.**

Employment:

Private Editorial Services/Tutorials for Students 2011 to Present

CareGiving for Seniors (in private homes & assisted living facilities

Shoreline Senior Services [Home Instead Senior Services] April 2006-April 2011

Staff Coordinator

Responsibilities included:

Developing, tracking and coordinating a high volume of scheduling for all Care Givers and Clients

Intake of all service inquiries

Development of business through customer service calls and proactive marketing and the resolution of health care issues

The key competencies included:

Ability to build relationships

Communicate effectively and accomplish many detail-oriented tasks simultaneously while demonstrating a strong Client/Caregiver focus and team orientation

Possess exceptional communication skills in both written and oral presentation

Work independently with limited supervision; self-motivated; apply creative and organized approaches to completing work involving a diverse population and age group

Work discreetly with highly confidential information with in-depth understanding of the Equal Employment Opportunity laws and the company’s employment contracts

Quick problem-solving abilities, responsiveness to administrative directives and above average short-term recall

Provide responsible staff assistance and administrative support to office staff, caregivers and families of clients. Serve as liaison between caregiver and client

Monitor, verify and maintain accurate data relating to health care duties and community events

Respond to inquiries; provide detailed and technical information concerning related standards, guidelines, requirements, issues, goals and objectives for home care

Establish and maintain effective partnership and working relationships with caregivers, clients and family members with Power of Attorney status

Ongoing communication with shoreline senior and community centers, for profit and non-profit health care facilities and state agencies like the Agency on Agency and the Home Care Program. Establish and maintain a wide variety of records and filing systems; compose, edit and distribute a variety of correspondence with clarity and precision

Direct the work of other office staff

Perform related duties as assigned

Write With Style 2004-2006

Educator/Writer/Editor

Yale University School of Medicine, Yale Graduate School September 1988-December 2004

Senior Administrative Assistant, Administrative Assistant, Editorial Assistant, Project Coordinator

Supported daily operational functions for administrators, students, Offices of Admission, Yale China Study and Office of Medicine

Implemented, monitored and scored strategic projects for the Administrator and Project Coordinator

Responsible for data mining and communication of findings to the Yale graduate community via media announcements, email and telephone communications

Recruited candidates for Office of Graduate Career Services and McDougal Center

Served as a point of contact resource for numerous Yale Departmental Offices and diverse client base

Maintained websites for the Student Life Office and Graduate Career Services

Wrote, edited and proof-read confidential correspondence reports and programming materials

Developed, organized and oversaw Yale Graduate School workshops and public events

Initiated and coordinated community-based programs with the McDougal Fellows

Served as primary coordinator of the Prospective Student Housing Program, Yale School of Medicine

Developed and implemented a candidate tracking system for prospective School of Medicine applicants

Established mentorship opportunities with prospective female candidates and existing medical students

Counseled prospective applicants regarding potential career opportunities

Scheduled, coordinated and confirmed meetings and appointments for the Associate Dean of Academic Development, Women in Medicine, Office of the Ombudsperson

Wrote and publicized professional growth and career development programs for students, trainees and Yale Medicine faculty

Coordinate workshops, conferences, written media and online publicity for the Office of Academic Development, Yale Center of Excellence, Women’s Health Program, Offices of Education, Multi-Cultural Affairs and the Office of Scientific Affairs

Co-edited annual newsletter for the Office of Women in Medicine

Co-authored monthly progress reports to the National Institutes of Health on behalf of the Office for Women in Medicine and the Yale Center of Excellence

Served as creator and editor for annual reports on the status of women in Yale Medical School

Developed and circulated exit questionnaires and mentoring surveys to Yale faculty

Prepared confidential data analysis for registered nurses, physicians’ assistants and pharmacies of twelve spinal cord centers in the United States and Canada, Yale Department of Epidemiology and Public Health

Assisted with the media embargo of clinical trials

Served as facilitator for students in Chronic Disease Curriculum

Work on National Institute of Health Training Grant for pre-and-post doctoral fellows

Provided intensive administrative support to Division Head and Principal Investigator

Editor-in-Chief, Production Editor, Photographer, Advertising Manager September 1982-December 1984

“The Minstrel” Newspaper, Westbrook, Connecticut

Designed, wrote, edited and produced bi-monthly newspaper distributed to eight shoreline towns

Participated in Northeastern University’s work-study program in Journalism

Reporter, Feature Writer for the Shoreline Times, Old Saybrook, Connecticut

Editorial and Production Assistant, Prentice-Hall Publishing Company, Englewood Cliffs, New Jersey

Research Assistant, Administrative Assistant, American Cancer Society, New York City

Editorial Assistant, Book Reviewer, Architectural Record, McGraw Hill, New York City

Teacher of English/History, New Jersey, Pennsylvania and Connecticut.

Education:

Graduate Courses Sociology & Women’s Studies

Southern Connecticut State University, New Haven, Connecticut

Secondary Education License

Fairleigh Dickinson University, Teaneck, New Jersey

Bachelor of Arts

Fairleigh Dickinson University, Teaneck, New Jersey

Associate of Arts,

Bronx Community College, New York.

Community Activities

Branford Soup Kitchen, Chestnut Hill Concerts, Board of Directors, Katharine Hepburn Cultural Arts Center, Old Saybrook; Westbrook Ambulance Corps.

Computer Skills: Microsoft Office 2007/2010

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