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 Trained
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