Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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April (Mack) Platt

Sarasota,FL

Summary

Self-Motivated and Customer-Centric Professional I am a highly motivated and self-driven individual with a proven track record in providing exceptional customer service and managing complex situations. As a former online bank teller at Ally Bank, I demonstrated strong leadership skills while supervising a team and efficiently handling escalations from disorderly customers. Additionally, I successfully managed multiple shifts as a dedicated manager at Racetrac Gas Station, overseeing a team of associates and effectively resolving challenging customer interactions. My experience extends to the restaurant industry, where I exhibited versatility and proficiency in running both kitchen operations and front-end cashiering at Sweetberries restaurant, including ice cream preparation. Throughout my academic journey in high school, I maintained an excellent academic record, consistently achieving good grades. With a passion for excellence and a commitment to delivering top-notch service, I am eager to apply my diverse skill set to excel in any professional environment.

Overview

8
8
years of professional experience

Work History

Unmasked Research Coordinator

Retina Group Of Florida
12.2024 - Current
  • Prepared documents, reports, and presentations detailing results and conclusions.
  • Coordinated protocol development, equipment preparation and materials purchasing for planned studies.
  • Collected data and followed research protocols, operations manuals, and case report form requirements.
  • Maintained compliance with protocols covering patient care and clinical trial operations.
  • Participated in initiation visits and investigator meetings, implementing trials following study timelines and budgets.
  • Worked with principal investigator and sponsors to facilitate daily trial activities and comply with research protocols.
  • Followed informed consent processes and maintained records.
  • Screened patient records, databases, and physician referrals to identify prospective candidates for research studies.
  • Monitored patient safety throughout clinical trials and reported any adverse events.
  • Followed clinical research protocols and conducted study visits in compliance with ICH/GCP and FDA regulations.
  • Coordinated and monitored clinical trial activities to support timely and accurate completion of studies.
  • Collaborated with clinical staff and other healthcare professionals to support clinical trial data accuracy.
  • Prepared and maintained regulatory documents for clinical trial submissions.
  • Developed and maintained accurate and up-to-date case report forms and source documents.
  • Managed patient recruitment, informed consent process and data entry to support trial objectives.
  • Maintained accurate and up-to-date case report forms and source documents for traceability.

Medical Receptionist

Retina Group Of Florida
11.2024 - Current
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Helped patients complete necessary medical forms and documentation.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Supported office staff and operational requirements with administrative tasks.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Maintained current and accurate medical records for patients.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Prepared and processed patient referrals and transfer requests.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Received and routed laboratory results to correct clinical staff members.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Registered and verified patient records before triage with most up-to-date information.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.

Administrative Assistant

Heritage Oaks Golf & Country Club
05.2024 - 10.2024
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained inventory of office supplies and placed orders.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed filing system, entered data and completed other clerical tasks.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Established administrative work procedures to track staff's daily tasks.

Night Shift Supervisor

Wawa
08.2023 - 05.2024
  • Organized evening meetings to set operations for following day and next shift crew.
  • Observed each team member to carry out duties and provided constructive criticism.
  • Maintained stock of products and ordered new products when stock was running low.
  • Managed communication between associates and management, addressing key issues and needs.
  • Trained staff members to perform inventory management, customer service and maintenance.
  • Assisted customers with complaints, questions, and concerns.
  • Coordinated with production managers, monitoring material movement in and out of facility.
  • Upheld federal safety standards and environmental disposal protocols.
  • Managed staff hiring, training and supervision.
  • Supervised ongoing daily production phases.
  • Kept accurate and detailed records of personnel progress and productivity.
  • Located and resolved problems with team production and performance to maintain consistent quality levels.
  • Enhanced processes by pinpointing bottlenecks and working with supervisor to resolve.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Troubleshot equipment to reduce service calls and downtime.
  • Cultivated professional working relationships with peers and supervisors.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Coordinated merchandising, promoted new products and increased brand awareness.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.

Training Manager

Ally Bank
04.2021 - 08.2023
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Managed new employee orientation training process for locations in Sarasota, Joplin and Tulsa each year.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Selected and assigned instructors to conduct specific training programs.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Tested all training software and hardware prior to commencing training programs.
  • Managed all exempt employee coaching, training, and performance improvement actions.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Conducted training courses and prepared videos for long-term use.

Escalations Supervisor

Alorica / Ally Bank
04.2021 - 08.2023
  • Created reports with detailed information about escalated cases to provide insight into root causes of problems
  • Assisted with the development of scripts, processes, workflows and other documentation used by the team when handling escalated calls or emails
  • Collaborated with other departments such as technical support, sales, billing., in order to resolve complex customer issues quickly
  • Established procedures that enabled efficient handling of escalated cases while maintaining high quality standards
  • Conducted regular meetings with staff to review performance metrics, discuss challenges and brainstorm solutions
  • Recognized potential conflicts between customers and clients before they arose by proactively identifying risks
  • Monitored employee performance and provided feedback to promote efficiency and quality assurance
  • Provided coaching and mentoring sessions for employees to help them develop their skillsets related to resolving escalated issues
  • Identified training needs for team members and developed customized learning plans according to individual skill levels
  • Maintained an up-to-date knowledge of product offerings and services available in order to provide accurate information when responding to inquiries
  • Analyzed customer data for trends in order to identify areas for improvement in the escalation process

Assistant Store Manager in Training

RaceTrac
08.2018 - 04.2021
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Assisted in recruiting, hiring and training of team members.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Reported issues to higher management with great detail.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Interacted well with customers to build connections and nurture relationships.

Relief Manager

Racetrac
08.2018 - 04.2021
  • Trained new staff on proper procedures, policies and customer service standards
  • Ensured compliance with applicable laws and regulations related to escalations
  • Resolved conflicts between employees by using active listening techniques and offering creative solutions
  • Assisted customers in resolving issues related to products or services provided by the organization
  • Monitored working environment, making sure it was always safe, positive setting for all employees
  • Answered customer questions and provided immediate assistance to deliver exemplary service
  • Identified conflicts among employees and used interpersonal communication to find effective solutions
  • Provided constructive feedback to workers, which improved morale and boosted efficiency
  • Maintained high corporate standards at all times by ensuring that employees followed all company processes and procedures
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Assisted in organizing and overseeing assignments to drive operational excellence
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Established performance goals for employees and provided feedback on methods for reaching those milestones
  • Established team priorities, maintained schedules and monitored performance
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Defined clear targets and objectives and communicated to other team members
  • Evaluated employee performance and conveyed constructive feedback to improve skills
  • Conducted regular meetings with staff members to discuss progress towards goals and objectives
  • Collaborated with other managers on cross-functional projects involving multiple teams within the organization
  • Ensured compliance with government regulations related to health, safety, labor laws, taxation
  • Monitored budgeting activities to ensure accurate financial reporting across departments
  • Trained and supervised new employees on company policies and procedures as well as job duties
  • Developed training programs for existing employees to help them gain new skills or enhance existing ones
  • Provided feedback to management regarding potential process improvements that would improve efficiency
  • Reviewed customer complaints or inquiries promptly and identified opportunities for improvement
  • Coordinated with vendors to ensure timely delivery of supplies and materials at optimal cost
  • Established strong working relationships with suppliers through negotiation tactics that resulted in favorable terms for both parties
  • Identified and communicated customer needs to supply chain capacity and quality teams
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs
  • Set aggressive targets for employees to drive company success and strengthen motivation
  • Successfully managed budgets and allocated resources to maximize productivity and profitability

Key Holder Supervisor

Plato's Closet
01.2017 - 08.2018
  • Completed store opening and closing procedures.
  • Processed cash, credit, debit, and check payments.
  • Counted out cash drawers and balanced totals.
  • Opened inventory boxes and restocked shelves.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Trained and mentored new employees.
  • Received and counted money.
  • Accepted and processed customer returns.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Streamlined opening and closing procedures as integral member of store staff.

Food Service Worker

Sweetberries
01.2017 - 08.2018
  • Delivered food orders to customers in a timely manner
  • Maintained clean, trash-free workspaces to maximize productivity and safety
  • Developed and maintained positive relationships with customers to enhance service
  • Greeted customers at counter to fulfill requests and answer questions
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company
  • Prepared and served various food and drink items to customer specifications in fast-paced environments
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
  • Prepared variety of food dishes by following strict recipe guidelines
  • Verified food was served at the correct temperature to reduce risks
  • Managed customer inquiries, complaints, and requests
  • Stored excess foods according to temperature storage specifications
  • Successfully handled multiple tasks simultaneously while maintaining accuracy throughout the shift
  • Efficiently prepared food items such as sandwiches, salads, soups and desserts according to recipes or specific customer orders
  • Maintained accurate records of sales transactions for end-of-day reports
  • Monitored expiration dates and discarded outdated items
  • Strictly adhered to company policies regarding product freshness dates and expiration dates
  • Followed all safety standards when handling hot foods and liquids on the job
  • Effectively communicated with kitchen staff regarding any discrepancies between order tickets and actual orders
  • Proficiently operated cash registers and other food service equipment such as blenders, slicers, mixers, and grinders
  • Read production orders or color-coded menu cards on trays to determine item placement
  • Communicated food ingredients, availability and pricing information to customers
  • Provided timely delivery of food items from kitchen to wait staff stations
  • Assisted in preparing catering services for large groups or special events
  • Performed daily closing tasks by washing dishes, packing and refrigerating leftovers, and mopping floor
  • Organized inventory items according to established procedures for easy access during peak hours
  • Trained new employees on proper food handling techniques and restaurant policies
  • Checked quality of ingredients used in each dish prior to preparation or serving
  • Handled cashier duties, maintaining accuracy of monies received or exchanged
  • Inspected dining areas regularly to ensure they were properly stocked with utensils and condiments
  • Consistently provided efficient service by anticipating customer needs before being asked
  • Deep cleaned and re-arranged kitchen to make it more open and workable
  • Trained and supervised new employees on operation of assigned station within kitchen area
  • Restocked shelves and display cases with food items
  • Developed strong interpersonal skills while interacting with customers and coworkers in a fast-paced environment
  • Maintained cleanliness of work area including counters, tables, shelves, grills, fryers, ovens and refrigeration equipment
  • Ensured compliance with health regulations regarding food storage temperatures and sanitation guidelines
  • Exhibited knowledge of portion control measures to minimize wastefulness
  • Collected and stacked dirty dishes on cart to return to kitchen for washing
  • Initiated meal preparation by chopping vegetables and preparing garnishes for dishes
  • Demonstrated ability to provide excellent customer service by taking orders, serving meals, and addressing complaints

Education

High School Graduate -

Riverview High School
Sarasota, Florida
01.2018

Skills

  • Cleaning and Sanitation
  • Interpersonal Skills
  • Working with Diverse Personalities
  • Communications
  • Call Control
  • Account Services
  • Recordkeeping
  • Compliance
  • Transaction Error Identification
  • Team Cooperation
  • Training
  • Heavy Lifting Capacity
  • Holding Temperatures
  • Productivity and Efficiency
  • Attention to Detail
  • Quality Control Standards
  • Transaction Processing
  • Money Handling
  • Banking Standards
  • Detail and Withdrawal Management
  • Billing support
  • Medical office administration
  • Letter preparation
  • Record processing
  • HIPAA compliance
  • Typing and filing
  • Medical terminology
  • Microsoft office
  • Mail management
  • Appointment scheduling
  • Reminder calls
  • Account management
  • Office administration
  • Appointment setting
  • Documentation
  • Research design
  • Data collection
  • Project oversight
  • Quantitative research
  • Qualitative research
  • Experimental design
  • Focus groups
  • Interview techniques
  • Equipment operation
  • Project management
  • Equipment maintenance
  • Participant screening
  • Adverse event tracking
  • Informed consent
  • Study protocols
  • Good clinical practices
  • Data collection techniques
  • Site management
  • Study monitoring
  • Report preparation
  • Stock management
  • Pricing and markdowns
  • Work Planning and Prioritization
  • Issue resolution
  • Sales growth
  • Time management
  • Retail operations
  • Transaction processing
  • Team management
  • Verbal and written communication
  • Vendor management
  • Team building and leadership
  • Problem-solving
  • Compliance management

Hobbies and Interests

  • Writing, Enhanced Communication Skills through Writing and a Strong Vocabulary.
  • Music, Passion for Music: Fostering Empathy and Understanding.

Timeline

Unmasked Research Coordinator

Retina Group Of Florida
12.2024 - Current

Medical Receptionist

Retina Group Of Florida
11.2024 - Current

Administrative Assistant

Heritage Oaks Golf & Country Club
05.2024 - 10.2024

Night Shift Supervisor

Wawa
08.2023 - 05.2024

Training Manager

Ally Bank
04.2021 - 08.2023

Escalations Supervisor

Alorica / Ally Bank
04.2021 - 08.2023

Assistant Store Manager in Training

RaceTrac
08.2018 - 04.2021

Relief Manager

Racetrac
08.2018 - 04.2021

Key Holder Supervisor

Plato's Closet
01.2017 - 08.2018

Food Service Worker

Sweetberries
01.2017 - 08.2018

High School Graduate -

Riverview High School

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