Summary
Overview
Work History
Education
Skills
References
Qualifications
Timeline
Generic

Cary “Nick” Mosher

Fort Collins,CO

Summary

Customer-focused Call Center Specialist highly productive in managing inbound and outbound calls with efficiency. Possess specialized skills in customer relationship management, problem-solving, and conflict resolution. Excel in communication, empathy, and patience to ensure positive customer experiences while maintaining productivity and meeting call center objectives.

Overview

30
30
years of professional experience
1993
1993
years of post-secondary education

Work History

Call Center Specialist 3 / Subject Matter Expert

Carle Foundation Hospital
Urbana, Illinois
01.2020 - 04.2024
  • Managed incoming calls from patients and healthcare providers efficiently.
  • Assisted patients with appointment scheduling and confirmation processes.
  • Documented patient inquiries and concerns in the hospital's database system.
  • Collaborated with medical staff to address patient needs effectively.
  • Resolved issues by coordinating with various hospital departments promptly.
  • Maintained professional communication in high-pressure situations consistently.
  • Answered incoming calls promptly and professionally.
  • Adhered strictly to company policies regarding privacy of client information.
  • Worked primarily with recently discharged patients to schedule necessary appointments and order/schedule their lab work.
  • Assessed symptoms of incoming callers and routed their calls appropriately due to severity.

Sterile Processing Technician 1

Carle Foundation Hospital
Urbana, Illinois
06.2019 - 10.2019
  • Performed decontamination of medical instruments and equipment to prepare for sterilization.
  • Operated steam sterilizers, washer-disinfectors, ultrasonic cleaners, dry heat ovens, and other related equipment.
  • Sterilized surgical instruments using autoclaves and chemical solutions.
  • Prepared and organized sterile supplies for surgical procedures.
  • Distributed sterile and non-sterile supplies and medical equipment upon request or case cart requisition.
  • Stocked crash carts with appropriate medical supplies.

Community Supervisor / Transportation Officer

La Porte County Juvenile Services Center
La Porte, Indiana
06.1994 - 12.2018
  • Supervised adolescent offenders and ensured safety of environment for both staff and inhabitants of facility.
  • Determined if court-mandated guidelines were being obeyed and imposed penalties when appropriate.
  • Prepared affidavits and testified during court hearings.
  • Explained all aspects of legal proceedings to parents / guardians.
  • Coordinated legal, psychiatric, medical, and other services for residents and family members.
  • Served as liaison to other departments and agencies.
  • Provided comprehensive training to sector employees.
  • Outlined agency programs in presentations for general public.
  • Planned and supervised community service projects.
  • Oversaw maintenance of all facility vehicles and organized service records.
  • Enhanced departmental productivity by developing and instituting use of efficiency and compliance reports.
  • Investigated electronic monitoring product / service options and developed effective, economical program.
  • Conceived and executed policies designed to increase offender accountability and safety of transportation.
  • Adeptly resolved conflicts and prevented potentially dangerous situations.
  • Completed several health and safety courses including CPR, First Aid, Universal Precautions, and Nutrition / Sanitation; utilized knowledge to increase resident awareness of health issues.
  • Supported residents with behavioral problems by responding in calm, empathetic demeanor.
  • Collaborated with law enforcement to facilitate secure transfers of youth.
  • Coordinated transportation logistics for juvenile residents and staff.
  • Ensured compliance with safety regulations during transport operations.
  • Assisted in maintaining accurate transportation records and documentation.
  • Conducted vehicle inspections to maintain safety and operational standards.
  • Inspected equipment, facilities and vehicles regularly to assess safety.
  • Conducted vehicle inspections to ensure operational readiness and safety.
  • Communicated effectively with staff regarding transportation schedules and needs.
  • Trained new employees on transportation protocols and safety procedures.
  • Monitored vehicle maintenance schedules to ensure reliability and compliance.
  • Reported maintenance and repair needs for transportation vehicles and equipment.

Education

General studies -

WASHINGTON AND LEE UNIVERSITY
LEXINGTON, VA

Skills

  • Communication
  • Project Management
  • Report Preparation
  • Document Creation
  • Record Systematization
  • Meeting Scheduling
  • Discretion with Classified Data
  • Training
  • Presentation Development
  • Relationship Building
  • Verbal Communication
  • Written Communication
  • Calmness Under Pressure
  • Quick Learning
  • Research Skills
  • Analytical Skills

References

  • Glenn Vines, Call Center Supervisor, Carle Foundation Hospital, Urbana, IL, glennrv63@gmail.com
  • Debra Arney, Call Center Specialist 3 / Subject Matter Expert, Carle Foundation Hospital, Urbana, IL, (217) 390-6740, debez48@netscape.net
  • Melissa Wiatrowski, Senior Community Supervisor, La Porte County Juvenile Services Center, La Porte, IN, (219) 324-5130 Ext. 4228
  • Caroline Maslankowski, NOVA Program Coordinator, La Porte County Juvenile Services Center, La Porte, IN, (219) 324-5130 Ext. 4237
  • Debra Ackerman, Assistant Chief Probation Officer, La Porte Circuit Court Juvenile Probation Department, La Porte, IN, (219) 326-6808 Ext. 2455

Qualifications

Prepared and distributed reports used to determine effectiveness of existing policies and need for procedural modifications., Created and disseminated documents and correspondence to legal and social service agencies as well as community members., Systematized manual and computerized records., Coordinated and managed projects and programs., Scheduled meetings according to time constraints and other factors., Observed discretion with classified data., Trained colleagues to effectively use specialized computer programs., Developed and executed compelling presentations., Established productive relationships with individuals from diverse backgrounds and those with special needs., Acted as department's internal representative and served as spokesperson to other organizations., Effectively presented concepts / facts both verbally and in writing., Selected by supervisor on several occasions to assist with key projects., Ability to remain calm during tense situations., Talent for quickly learning new software programs., Exceptional skills in research and analysis.

Timeline

Call Center Specialist 3 / Subject Matter Expert

Carle Foundation Hospital
01.2020 - 04.2024

Sterile Processing Technician 1

Carle Foundation Hospital
06.2019 - 10.2019

Community Supervisor / Transportation Officer

La Porte County Juvenile Services Center
06.1994 - 12.2018

General studies -

WASHINGTON AND LEE UNIVERSITY
Cary “Nick” Mosher