Claudia Broadway
Haines City
Summary
Dedicated office worker skilled at using MS Office and other computer programs to create exceptional communications, presentations and spreadsheets. Using an acquired skill set and past experience to excel at maximizing customer satisfaction and exceeding business objectives with organized approach and strong multitasking abilities. Make a great addition to any team and or organization. Many thanks for the time and consideration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Contact Center Associate
University of Miami Health System
Miami
06.2024 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Managed incoming calls and directed them to appropriate departments.
- Documented customer interactions accurately in the system.
- Collaborated with team members to improve service delivery processes.
- Trained new associates on call handling procedures and systems.
- Conducted follow-up calls to ensure customer satisfaction and support needs.
- Utilized CRM software to track interactions and update customer records.
- Resolved customer complaints in an efficient and professional manner.
- Processed orders accurately within established timelines.
- Trained new employees on contact center processes and procedures.
- Participated in team meetings to discuss strategies for improving service levels.
- Answered customer inquiries via telephone and email, providing technical support and product information.
- Monitored incoming emails and responded to customers in a timely manner.
- Generated reports for management regarding daily activity metrics.
- Assisted customers with account issues, such as password resets, account activations, and billing questions.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Patient Care Technician
BayCare Health System Inc.
10.2023 - Current
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Collected and transported specimens to prepare for lab testing.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Maintained clean and safe environment to promote patient safety and comfort.
- Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Organized and replenished unit supplies to maintain team readiness for expected demands.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
- Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
- Served as a reliable resource for patients'' families, addressing questions or concerns with patience and understanding while maintaining patient confidentiality.
- Educated patients on self-care techniques and post-discharge instructions, empowering them to take control of their own health maintenance.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
Unit Secretary Labor
HCA Healthcare Osceola Hospital
03.2022 - 10.2023
- Organized paperwork such as charts and reports for office and patient needs.
Criminal Court Clerk
Osceola Court Of Clerks
10.2018 - 03.2022
- Examined legal documents submitted to courts for adherence to laws and court procedures.
- Answered inquiries from general public regarding judicial procedures, court appearances and trial dates.
- Prepared and distributed court orders, probation orders and sentencing information.
- Announced charges and indictments to defendants in court and recorded defendants' pleas.
- Open new cases and assign a court case number
- Issued warrants
- Process orders from court
- Print Drivers License
- process payments from traffic court
- Direct customer service
- Answer multiple lines of calls in english and Spanish
- Provide proper court date information over telephone
- Process electronic payments over the phone
- Provide proper information in the form of electronic mail
- assign payment plans for customers
- Issues summons/subpoenas for court appearances.
- Process warrant returns.
- Setting court dates in the system as per minutes from the court
- Provide staff coverage for different misdemeanor courtrooms
- Process various paperwork from public defenders office such as: indigent status, motions and various other forms
- Process no-contact orders
Florida Department of Juvenile Justice
Administrative Assistance
06.2018 - 10.2018
- Respond to incoming telephone calls and routing them to the correct probation officer/employee as requested by the caller.
- Met with litigants' legal counsel to discuss and decide on objections, pretrial motions, discovery issues and evidence.
- Prepare Juvenile jacket for incoming probationers as well as assign the incoming juvenile to an officer/division.
- assemble copies of proper legal documents in correct order to place in the jacket for the probation officer.
- maintain timetable for all probation officers in division as well as coordinate meetings for probationers with their personal officer
- categorize incoming mail by division and officer
- develop interoffice communications with all staff including officers and specialists pertaining to news from the office, advancement in productivity, communications from senior officers and building maintenance issues.
- proper inventory of office supplies and or the request of such supplies.
Deputy Clerk
Orange County Clerk Of The Courts
02.2016 - 06.2018
- Creation and Management of Court Documents
- Prepare, Scan, and File a variety of Court Documents
- Assist customers with payments, creation of payment plans
- Handle records requests for customers and attorneys
- Issue warrants for misdemeanor and felony cases
- Assist officers with search warrants
- Schedule cases for court
- Issue Summons (correct names, and charges according the States of Florida’s filings)
- Prepared and executed official documents in Clerk's absence to facilitate timely transactions and departmental functions.
- Tracked internal legal documents and verified submittal to Clerk's office for signature and execution to comply with predetermined guidelines.
Customer Service Representative
Central Florida Expressway Authority
02.2014 - 02.2016
- Managed large amounts of inbound and outbound calls in a timely manner
- Followed communication scripts when handling different topics
- Identified customer needs, clarified information, and researched every issue to provide solutions and/or alternatives
- Seized opportunity to upsell products when they arise
- Built sustainable relationships and engaged customers
- Kept records of all conversations in our call center database in a comprehensible way
- Frequently attended educational seminars to improve knowledge and performance level
- Met personal/team qualitative and quantitative targets
Customer Service Representative
Transcore - Sunpass
06.2013 - 02.2014
- Managed large amounts of inbound and outbound calls in timely manner
- Followed communication scripts when handling different topics
- Identified customer needs, clarified information, and researched every issue to provide solutions and/or alternatives
Dispatcher
Eastway Towing Company
01.2010 - 02.2013
- Answered calls for emergency service
- Relayed requests to local service stations or towing companies, and monitored progress of currently dispatched tow
- Stayed in touch with drivers en route to job site using phones, computers, two-way radios
- Directed investigations to verify and resolve customer or shipper complaints.
- Maintained updated and detailed records of calls in physical and electronic database.
Education
Bachelor of Science - Biology
Lees McCrae College
Banner Elk, NCSkills
- File and database management
- Mail processing
- Cash Management
- Mail handling
- Telephone etiquette
- Customer satisfaction
- Administrative support
- Point of sale operation
- Scheduling
- Sorting and labeling
- Proficient in office equipment
- Bookkeeping
- Customer relationship management
- Order processing
- Patient monitoring
- Vital sign assessment
- Documentation management
- Healthcare compliance
- Team collaboration
- Effective communication
- Problem solving
- Conflict resolution
- Training and development
- Email etiquette
Certification
Basic Life Support
Certified Patient Care Technician
Languages
2
Skills
- Quality Management
- Over 6 years of Call Center experience
- Bilingual
- Basic Life Support Certified
- 3 years of Hospital/Medical Setting
Timeline
Contact Center Associate
University of Miami Health System
06.2024 - Current
Patient Care Technician
BayCare Health System Inc.
10.2023 - Current
Unit Secretary Labor
HCA Healthcare Osceola Hospital
03.2022 - 10.2023
Criminal Court Clerk
Osceola Court Of Clerks
10.2018 - 03.2022
Florida Department of Juvenile Justice
Administrative Assistance
06.2018 - 10.2018
Deputy Clerk
Orange County Clerk Of The Courts
02.2016 - 06.2018
Customer Service Representative
Central Florida Expressway Authority
02.2014 - 02.2016
Customer Service Representative
Transcore - Sunpass
06.2013 - 02.2014
Dispatcher
Eastway Towing Company
01.2010 - 02.2013
Bachelor of Science - Biology
Lees McCrae College