Andrea Lawler
Mt. Vernon,IL
Summary
Experienced Switchboard Operator with background in managing and directing high volumes of incoming calls. Demonstrated strengths in customer service, multitasking, and troubleshooting technical issues. Known for maintaining professionalism under pressure and contributing to efficient office operations. Successfully improved overall call handling efficiency in curren role.
Overview
30
30
years of professional experience
3
3
years of post-secondary education
Work History
Switchboard Operator
SSMHEALTH GOOD SAMARITAN HOSPITAL
Mt. Vernon, IL
05.2022 - Current
- Operated phone systems to manage incoming and outgoing calls.
- Assisted patients and visitors with inquiries and directed them to appropriate departments.
- Maintained accurate call logs for tracking communication within the hospital.
- Coordinated emergency response communications with medical teams and first responders.
- Provided information about hospital services, locations, and hours of operation.
- Collaborated with staff to facilitate effective communication across departments.
- Trained new operators on switchboard procedures and customer service protocols.
- Handled confidential information with discretion and professionalism.
- Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Assisted in managing on-call schedules for various departments within the organization.
Environmental Services Housekeeper
SSMHEALTH GOOD SAMARITAN HOSPITAL
Mt. Vernon, Illinois
08.2018 - 05.2022
- Maintained cleanliness in patient rooms and common areas throughout the hospital.
- Disinfected surfaces to ensure a safe environment for patients and staff.
- Operated cleaning equipment effectively to uphold hospital standards.
- Trained new staff on proper cleaning procedures and safety protocols.
- Followed infection control guidelines to minimize the risk of contamination.
- Collaborated with healthcare teams to address sanitation needs promptly.
- Cleaned and sanitized patient rooms, bathrooms, offices and other areas according to prescribed procedures.
- Helped prevent spread of infections by sanitizing surfaces, furniture and equipment.
Lead Infant Room Teacher
SSMHEALTH GOOD SAMARITAN HOSPITAL
Mt. Vernon, Illinois
04.1996 - 06.2018
- Supervised children in a safe and nurturing environment.
- Developed and implemented engaging educational activities for various age groups.
- Maintained open communication with parents regarding children's progress and needs.
- Provided a safe, nurturing and stimulating environment for children to learn and grow.
- Developed age-appropriate lesson plans for infant cognitive and emotional growth.
- Supervised daily activities to ensure a safe and nurturing environment for infants.
- Collaborated with parents to discuss child development and address concerns.
- Implemented health and safety protocols in compliance with hospital standards.
- Maintained classroom supplies and resources to support early childhood education initiatives.
- Maintained infants' schedules with balanced approach managing rest and play.
- Maintained accurate records of students' developmental milestones according to state regulations.
- Ensured that all safety standards were met at all times.
- Maintained records of attendance, meals served and medications administered.
- Provided a safe and nurturing environment to ensure the physical, emotional, cognitive and social development of each infant.
Education
Bachelor of Science - Business Management
Mid Continent University
Mayfield, KY 09.2011 - 05.2014
Skills
- Multi-line phone operations
- Emergency communication coordination
- Call logging
- Customer service management
- Attention to detail
- Call routing
- Alarm reporting
- Message documentation
- Strong telephone etiquette
Timeline
Switchboard Operator
SSMHEALTH GOOD SAMARITAN HOSPITAL
05.2022 - Current
Environmental Services Housekeeper
SSMHEALTH GOOD SAMARITAN HOSPITAL
08.2018 - 05.2022
Bachelor of Science - Business Management
Mid Continent University
09.2011 - 05.2014
Lead Infant Room Teacher
SSMHEALTH GOOD SAMARITAN HOSPITAL
04.1996 - 06.2018