Cressie Mckenzie
Newark
Summary
Experienced Liaison professional identifies opportunities to expand business relationships with entities outside the business. Specialties include developing partnerships and collaborative agreements through negotiation and ensuring all services are delivered effectively. Skilled and mature with sound judgment.
Strategic planner and operational leader with strong background improving performance, productivity, efficiency and profitability of departmental and organizational operations. Practiced in providing assorted teams with support and resources to succeed.
Overview
13
13
years of professional experience
Work History
Facility Liaison
Modivcare
Edison
08.2022 - Current
- Collaborated with senior management to identify areas of improvement within existing systems or strategies.
- Maintained up-to-date records of all interactions with customers or clients.
- Responded promptly to queries from customers or other stakeholders regarding services provided.
- Conducted research into customer needs and preferences in order to develop solutions that meet their requirements.
- Provided advice on best practices, policies and procedures relating to liaising duties.
- Coordinated communications between teams to ensure accurate information was shared in a timely manner.
- Developed and maintained effective relationships with internal and external stakeholders.
- Organized and facilitated meetings, workshops, conferences and other events to ensure successful outcomes.
- Acted as a point of contact for customers, suppliers, partners and other third parties to support the delivery of services.
- Ensured compliance with relevant legislation when carrying out liaison activities.
- Identified opportunities for improvement in processes and procedures related to liaison activities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Monitored operations and reviewed records and metrics to understand company performance.
Patient Services Rep I
Quest Diagnostic
Clifton
09.2017 - 08.2022
- Gather samples in accordance with approved protocols. This includes, but is not limited to, insurance exams, drug tests, and biometric screening.
- Dispense oral remedies in accordance with established training.
- Utilize lab technology, client interaction, and authorized tools to research test/client information, confirm, and validate all written and electronic orders.
- Obtain identification, enter billing information correctly, and collect payments as necessary while according to corporate regulations.
- Processing samples, which includes labeling, centrifuging, aliquoting, freezing, and getting them ready for delivery, in accordance with the test order.
- Carry out all non-patient facing tasks, such as maintaining an inventory, stocking supplies, sanitizing, filing, taking phone calls, and using email as necessary.
- Read, comprehend, and follow all departmental policies, guidelines, and instructions.
- Assist in gathering and submitting statistics and data as needed.
- Keep track of all necessary phlebotomy logs, such as maintenance and temperature logs, promptly and according to regularity.
- Finish classroom and online training programs on time.
Customer Service Representative
Doosan
East Hartford
08.2015 - 04.2017
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Built and maintained successful relationships with service providers, dealers and consumers.
- Maintained composure and patience in face of difficult customer situations.
- Helped customers track and ship packages, responding to an average of 10 calls per day.
- Support customers with online billing and account issues.
- Trained new employees and explained protocols clearly and efficiently.
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
- Referred difficult issues to upper management while maintaining positive rapport with customer.
- Informed customers about issue resolution progress.
- Supported customers having data connectivity issues.
- Provided thorough support and problem resolution for customers.
Technical Support Representative
Flow Jamaica
Kingston
06.2012 - 07.2015
Education
Associate of Science - Health Sciences
Goodwin College
East Hartford, CT08-2021
Skills
- Documenting and Recording Information
- Routing Lab Results
- Patient Engagement
- Evaluating Quality of Care
- Caring and Empathetic
- Patient Account Reviews
- Critical evaluation capacity
- Telephone etiquette
- Relationship building
- Representative experience
Timeline
Facility Liaison
Modivcare
08.2022 - Current
Patient Services Rep I
Quest Diagnostic
09.2017 - 08.2022
Customer Service Representative
Doosan
08.2015 - 04.2017
Technical Support Representative
Flow Jamaica
06.2012 - 07.2015
Associate of Science - Health Sciences
Goodwin College