Dedicated Administrative and Customer Service Professional
Resume:
Paula J. Potter
Dedicated and proactive customer service and administrative professional offering more than 25 years of experience in front office, call center, and dispatch settings with advanced skills in multitasking and handling stressful situations. In depth knowledge of Florida law and regulatory guidelines
.EXPERIENCE
LPG Cardiology - Lee Health
Customer Service Representative
July 2024 – Present
Interact with patients by checking them in, checking them out, scheduling testing and future appointments. Keeping up with my assigned physician’s scheduled appointments as well my work queue. I am also trained in the phone room, answering patient’s as well as hospital page calls. Since February 2025 I have voluntarily gone through our upcoming patent’s appointments checking each for a co-pay and adding those co-pays to their record for collection at check in. I have expressed my eagerness to expand my knowledge since I first began by requesting to organize the physician’s license board and by assisting my colleagues when they begin their position with any questions I can answer. I began utilizing the patient daily cash form that has become the standard for the office. Most recently I volunteered to assist in creating the weekly CSR schedule utilizing my skills from law enforcement scheduling.
LPG Cardiology - Lee Health
Customer Service Representative
December 2023 - May 2024
Greeted and checked in patients, answered all calls, made new appointments, entered referrals and consult notes into patient’s charts,maintained the security of the facility, followed opening and closing procedures, kept provider’s schedules and time off by rebooking appointments when needed.
Brevard County Sheriff’s Office, Cape Canaveral FL
Desk Officer
August 2016 - July 2022
Answered precinct phones on a multi-line phone system and transferred to appropriate personnel. Created case packages for the State Attorney’s Office, created incident reports for citizens regarding property crimes. Fingerprinted citizens for employment and processed the funds received for them. Completed supply orders for the precinct. Collaborated with divisional supervisors to maintain consistency in all operations. Supported and provided keen insight into operational activities.
Also held this position from April 2006 until April 2011
Brevard County Sheriff’s Office, Cocoa FL
Senior Administrative Assistant
April 2011-April 2015
Provided top notch administrative functions to the jail commander. Controlled and managed document processes by reviewing files, records and spreadsheets and digitizing all documents to confirm accuracy and comply with submission requirements for the court system in compliance with sheriff’s office procedures. Oversaw nominations for the deputy and civilian of the month program, wrote and presented deliberate agendas for supervisors and contractors meetings and created minutes from meetings to present to all attendees.
Brevard County Sheriff’s Office, Titusville FL
Emergency Communications Officer
January 2000 - April 2006
Answered internal administrative calls. Answered 9-1-1 calls, creating incident logs and dispatching deputies, while maintaining calm in chaotic situations. Created and archived call recordings at end of shift so that evidence could be retrieved for use in court proceedings. Averaged over 100 calls per shift
Atlantis Travel, Indialantic FL
General Manager
March 1995 - November 1999
Managed budget, employee reviews, training, schedules, payroll, and contract negotiations. Supervised a staff of 4 travel agents. Established customer and supplier relationships through account development. Wrote, enforced, and optimized internal policies to maintain responsiveness to demands. Provided problem resolution for clients with itinerary disruptions. Completed weekly reconciliation of airline ticket sales to the Airlines Reporting Corporation.
The Bank Of New York, Lake Hopatcong NJ
Head Teller
July 1990 - June 1994
Supervised a staff of six tellers. Completed daily reconciliation of the ATM machine, the vault and my own teller station. Interacted with personal banking customers as well as corporate clients. Controlled access to the safe deposit boxes. Counted deposits and updated accounts daily for the school board. Ordered funds from the Federal Reserve Bank.
EDUCATION
Eastern Florida State College, Melbourne, FL Non Degree Program
August 1999 - May 2003
Self-Study: Professional Development: Included five courses related to providing the proper implementation of securing a crime scene, logging all data accurately and completely and completing the required case report or supplemental report.
Professional Development: 80-hour course in supervising law enforcement personnel and civilian personnel in a dispatch/call center setting.
Research Project: Completed a group project to study how law enforcement would respond to an explosion in a cruise terminal or cruise ship, to include crowd control, evacuation, and determination of the proximate cause for the explosion.
The Pennsylvania State University, University Park PA
Bachelor of Arts in English and Theatre
September 1981 - May 1985
Relevant Coursework: Proofreading, Grammar, English Composition, Public Speaking, Directing, Dramaturgy, Acting, Literature.
Cape Coral, Florida
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SKILLS
Time Management
Problem Solving.
Reading Comprehension
Visitor Management
Social Perceptiveness
Dispatching
CERTIFICATIONS
Microsoft Certified
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