Demetria Gordon
Wilmington,NC
Summary
Telecom Call Center Associate bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Front Office/Telecom Call Center Associate
Novant Health New Hanover Regional Medical Center
01.2005 - Current
- Operate multiline phone system in fast paced Trauma Level II hospital, maintaining an average of 450 to 500 calls daily
- Facilitate training and coaching to new office associates
- Commissioned Notary Public for internal department support
- Act as security liaison, monitoring all safety cameras to consult with administration and campus law enforcement
- Perform as primary point of contact for organization and affiliate campus’ information
- Manage front office operations that include PBX switchboard, interoffice mail, faxing, on-call schedules, data entry, special documents and notices
- Execute facility communications via use of overhead paging, direct numeric paging, internal and external call routing and transfer, emergency codes, computerized database
- Serve as liaison between patients, administration, physicians, department staff, for various needs of support
- Maintain Annual Health TB test; Risk Management, HIPAA, Annual Compliance, Emergency Management, and Safety training.
Supervisor
Let It Shine Cleaning Services
05.2006 - 12.2012
- Supervised a staff of housekeepers for residential and commercial services
- Handled scheduling of crew for weekly assignments
- Completed inspections for quality standards
- Managed billing distribution and payment collections
- Maintained records for payroll
- Ordered supplies and managed inventory.
Education
Master’s in Health Services Administration -
Strayer University
Washington, DC05.2010
Skills
- Master’s Degree in Health Services Administration
- More than 5 years of leadership experience
- More than 10 years of customer service
- Flexible with ability to work independently and as team player
- Excellent time management and multitasking abilities
- Strong analytical and problem solving skills
- Excellent written and verbal communication
- Knowledge of Microsoft Windows, PowerPoint, Excel, Outlook
- Customer Support
- Medical terminology knowledge
- Multi-Line Phone Systems
- Inbound Call Management
- Interpersonal Skills
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Multi-line phone talent
- Staff education and training
Certification
North Carolina Assisted Living Association, Raleigh, NC, A00002318, Assisted Living Administrator
Professional Development
- Cape Fear Community College, Wilmington, NC
- Independent Studies: Medical Terminology HIPAA Compliance Administrative Medical Assistant Accounting Fundamentals I Fundamentals of Supervision & Management Understanding the Human Resources Function
Volunteer Experience
- 12/2011, 6/2013, New Hanover County Senior Resource Center, Wilmington, NC, Senior Health Insurance Information Program (SHIIP) Counselor, Collaborated with seniors and other recipients regarding Medicare Supplemental plans, Prescription Drug plans, Medicare claims, and Long-Term Care insurance, acting as a Medicare education consultant. Identified appropriate prescription drug plans to match recipients’ healthcare needs. Provided registration for clients during insurance enrollment periods.
- 11/2011, 11/2013, New Hanover County Board of Commissioners Advisory Committee, Wilmington, NC, Adult Care Home Committee Member, Served as a team member of assigned subcommittee, supporting the purpose of Adult Care Home Residents’ Bill of Rights. Visited adult care homes on quarterly basis, documenting findings and promoting the well-being of residents and community involvement to management. Discussed subcommittee investigative findings with other committee members and Ombudsman during quarterly meetings. Prepared written reports for submission to Ombudsman/County Commissioners.
Timeline
Supervisor
Let It Shine Cleaning Services
05.2006 - 12.2012
Front Office/Telecom Call Center Associate
Novant Health New Hanover Regional Medical Center
01.2005 - Current
Master’s in Health Services Administration -
Strayer University
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