Colette Kedzong
Lanham,MD
Summary
Dedicated customer service professional with extensive experience in high-volume call centers, healthcare offices, and client support. Skilled in handling inbound/outbound calls, resolving complex concerns, and maintaining customer satisfaction in fast-paced environments. Proficient in CRM systems, clinical software, and office technology. Known for calm professionalism, multitasking abilities, and exceeding productivity standards.
Detail-oriented professional with strong skills in data entry and customer service. Experienced in managing front desk operations and maintaining patient confidentiality, committed to improving appointment scheduling and overall patient satisfaction.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Receptionist & Records Clerk
Dr. Lipishree Nayak, MD Medicine
Lanham, MD
02.2022 - Current
- Manage patient information using clinical software while protecting data confidentiality.
- Handle 100+ phone calls daily with zero complaints, ensuring prompt scheduling and excellent service.
- Support physicians and staff with patient records, appointment coordination, and front-desk operations.
- Managed daily front desk operations, ensuring a welcoming environment for patients and visitors.
- Performed data entry and maintained accurate patient records in compliance with confidentiality standards.
- Coordinated with medical staff to streamline patient flow and enhance appointment scheduling efficiency.
- Collaborated with the healthcare team to schedule follow-up appointments and manage patient needs.
- Trained new front desk staff on office protocols and customer service expectations.
- Monitored and updated appointment schedules, reducing double bookings and cancellations.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Performed data entry tasks into various computer systems accurately and promptly.
- Assisted with special projects assigned by management when required.
Education
Nursing Degree - Health And Wellness
Prince George’s Community College
Largo, MD 01.2023 - 12.2025
General Certificate of Education - Accounting
AKAM Bilingual Academy
Skills
- Customer Service & Client Relations
- Inbound/Outbound Call Management
- Multitasking & Prioritization
- Patient Scheduling & Record Management
- Conflict Resolution & De-escalation
- Data Entry & Call Documentation
- Upselling & Customer Retention
- Office Equipment & CRM Software
- Medical records management
- Customer service
- Appointment scheduling
- Team collaboration
- Front desk operations
- Data confidentiality
- Training and mentorship
- Scheduling appointments
- Phone etiquette
- Multi-line telephone operation
- Data entry
- Multitasking and prioritization
- Customer/Client relations
- Time management
- Scheduling
- Record preparation
- Recordkeeping and bookkeeping
- Administrative support
Timeline
Nursing Degree - Health And Wellness
Prince George’s Community College
01.2023 - 12.2025
Receptionist & Records Clerk
Dr. Lipishree Nayak, MD Medicine
02.2022 - Current
General Certificate of Education - Accounting
AKAM Bilingual Academy