Ebony Sutton
Abingdon,MD
Summary
Courteous a successful at providing professional assistance in 40-hour Medical call center. Talented at conveying information accurately and performing various data entry tasks.
Overview
28
28
years of professional experience
1
1
Certification
Work History
PBX Operator
Mercy Medical Center
Baltimore, MD
02.2018 - Current
- Take and relay messages for physicians appropriately including digital and/ or alpha paging.
- Monitor alarms; process life safety codes, provides overhead paging services, assist with provisioning and replacement of pagers.
- Answered calls on 3 ring and engaged customers with friendly, professional demeanor.
- Connected callers with appropriate professional, department or business.
Call Center Agent
311 Call Center
Baltimore, MD
02.2019 - 07.2020
- In One Call Center ; I received telephone calls from the general public for the purpose of obtaining City services or information.
- Received and handled non-emergency police calls and prepares police reports.
- Transferred calls for fire or emergency assistance to the Police and Fire Departments.
- Determined what type of 250 different kinds of service is being requested and what services are available to successfully handle it.
- Entered caller information such as name, address, phone number, nature of request, etc..onto a data questionnaire form in the agency central system database.
- Furnishes callers with ID reference number for their service requests and work orders for follow-up status request inquiries.
Communication Operator
Sheppard Pratt Health System
Towson, MD
07.2019 - 01.2020
- Managed telephone switchboard of over 200 personnel and routed internal and external calls to provide quick connection.
- Assisted over 100 customers daily by answering questions and transferring to appropriate departments.
- Received incoming calls and paged individuals and departments over PA system.
- Performed data entry operations to update database with customer responses.
- Page staff and monitor radio base station and various alarms
- Maintain chronological logs and records
Patient Representative /Unit Assistant
New York Presbyterian Hospital
New York, NY
05.2003 - 11.2017
- Operated on-line computer matrix keyboard by which medical information and orders are transmitted to various hospital departments.
- Assembled and disassembled charts upon patients' admissions and discharges
- Labeled all sheets and filed laboratory results in patient's charts, screened and transferred telephone calls to medical staff and patients.
- Answered over 50 light or bell calls per shift to respond to patient requests and needs.
Police Communication Technician
NYC Police Department
Brooklyn, NY
09.1996 - 06.2003
- 911 Operator; answer high volume emergency and crisis calls in courteous and professional manner, code and process information according to NYPD dept regulations. Facilitate communications between callers and NYC Fire Dept. NYC Emergency Medical Service.
- Performed data-entry; assisted hearing-impaired public, also utilized TTY/TDD unit.
- Police Dispatcher; Coordinated and dispatched Police personnel in field based on priority.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests
Education
Certificate - Medical Front Office Pre-Apprenticeship
The Community College of Baltimore County
Catonsville, MD12.2021
Bachelors of Science - Community Health Education
York College of The City University of New York
Jamaica, NY06.2002
Skills
Certification
50 Hours of Customer Service Certification Training 2014
Timeline
Communication Operator
Sheppard Pratt Health System
07.2019 - 01.2020
Call Center Agent
311 Call Center
02.2019 - 07.2020
PBX Operator
Mercy Medical Center
02.2018 - Current
Patient Representative /Unit Assistant
New York Presbyterian Hospital
05.2003 - 11.2017
Police Communication Technician
NYC Police Department
09.1996 - 06.2003
Certificate - Medical Front Office Pre-Apprenticeship
The Community College of Baltimore County
Bachelors of Science - Community Health Education
York College of The City University of New York
50 Hours of Customer Service Certification Training 2014
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