April Lakey
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Cybersecurity Entry Level position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Remote Call Center Supervisor
Broadpath Solutions
Phoenix, AZ
10.2017 - 04.2021
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
Lead Call Center Representative
University Of Michigan
Ann Arbor, MI
06.2011 - 08.2017
- Scheduled outpatient's appointments for 60 + providers
- Received high volume of inbound calls of 10,000+ within a month time radius with varying degrees of questions or concerns
- Participated coaching, training, and feedback for new hires
- Created a training database tool for scheduling purposes
- Managed High Demand physicians' referrals
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
PATIENT ASSISTANCE CLERK
UNIVERSITY OF MICHIGAN
Ann Arbor, MI
05.2010 - 06.2011
- Monitored and communicated patient dietary plans to carry out physician orders and prevent errors.
- Arranged discharges and patient transportations.
- Prepared admissions charts and scanned records.
- Coordinated diagnostic tests, collection of samples and transportation to scanning rooms.
- Answered multi-line telephone system, provided information and directed calls.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Completing receptionist duties, such as sending emails, answering phone calls, ordering supplies, scheduling appointments and placing medical orders
Remote Lead Assistant
Men Building The Community
Redford, MI
03.2010 - 06.2011
- Prepared PowerPoint presentations for senior-level staff with attention to detail.
- Created and distributed agendas for meetings and conference calls as part of meeting preparation.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Trained and supervised employees on office policies and procedures.
- Ordered and distributed office supplies while adhering to fixed office budget.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
Direct Care Provider
Crystal Creek
Canton, MI
09.2006 - 02.2010
- Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
- Kept clients engaged in social networks and communities for personal health and growth.
- Analyzed overall patient performance and recommended adjustments to care plan goals, supporting individual progression.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Conferred with supervisor to discuss patient condition and medical care.
- Documented vitals, behaviors, and medications in client medical records.
Education
Associate of Arts - Health care administration
Oakland Community
Royal Oak, MI 05.2017 - Current
Skills
Cadence/Michart TrainedMacBook SoftwareExperience in recruiting, orientation, and increasing employee retentionFluent with Medical TerminologyHIPAA KnowledgeSkype for BusinessSkilled in website troubleshootingProficient in Outlook
Productivity Standards
Business administration
Typing 60 wpm
Telemarketing expertise
Gathering information
Customer support
Client communication
Customer Relationship Management
Certification
Foundation of Cybersecurity, Google
Accomplishments
- Received Employee Spotlight in 2012 which made Headlines on the University of Michigan website
- Received Employee of the Year Award Plague in 2013, which also made headlines on the University of Michigan Website
- Received 20+ Making a Difference Awards from patients and physicians
Timeline
Assets, Threats, and Vulnerabilities, Google
08-2023
Sound the Alarm: Detection and Response, Google
08-2023
Play It Safe: Manage Security Risks, Google
07-2023
Connect and Protect: Networks and Network Security, Google
07-2023
Foundation of Cybersecurity, Google
06-2023
Data Data Everywhere, Google
06-2023
Remote Call Center Supervisor
Broadpath Solutions
10.2017 - 04.2021
Associate of Arts - Health care administration
Oakland Community
05.2017 - Current
Lead Call Center Representative
University Of Michigan
06.2011 - 08.2017
PATIENT ASSISTANCE CLERK
UNIVERSITY OF MICHIGAN
05.2010 - 06.2011
Remote Lead Assistant
Men Building The Community
03.2010 - 06.2011
Direct Care Provider
Crystal Creek
09.2006 - 02.2010