Ella Mortensen

• Mentored sales associates in applying effective sales techniques and delivering top-notch customer service.
• Promoted exceptional customer service by engaging clients on sales floor.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Mentored junior staff members, fostering professional development and career progression within the organization.
• Coordinated promotional events to showcase product offerings effectively, attracting new customers to the brand.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
• Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
• Increased customer satisfaction by addressing and resolving client concerns efficiently.
• Checked store merchandise regularly for proper display and replenishment.

• Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
• Reduced laundry expenses by effectively managing linen inventory and ensuring proper usage of supplies.
• Played an integral role in maintaining a positive reputation for the hotel property, resulting from consistently well-maintained and clean accommodations.
• Streamlined laundry operations by organizing linens according to type and priority, allowing for quicker processing times.
• Contributed to a positive work environment through effective communication and teamwork among housekeeping staff.
• Elevated guest satisfaction rates through exceptional care for their items during laundry service, ensuring proper handling and storage of delicate garments.
• Responded to requests from patrons for linens and toiletries.

I was recently recruited by Andrew Croshaw, CEO of Families First Pediatrics, to take part in "Project Nightingale". This is a non-paid voluntary position. Rapid growth of their practice, along with recent electronic medical record updates have resulted in inaccurate patient demographic and insurance information being maintained in the system. This leads to denial of pre-authorizations, the inability of patients to schedule procedures, and extra stress to patients who may receive incorrect bills. I have learned to make direct contact with patients, how to gather necessary information, update demographics in the EMR and ensure that the patient can receive the care they need with as little stress as possible. This experience has made me more comfortable interacting with patients, and has given me confidence working with insurance data, EMRs, and other behind-the-scenes items that are necessary to ensure positive clinical visits.
As part of this project, I developed a set of generic scripts that I use to contact multiple patients at once via text message. As patients respond, I then customize my communication to their specific situation, and continue the conversation via text or phone. Working remotely, I then update information into the EMR in a HIPAA-compliant manner. Because I work without supervision and with little direction, I have to maintain personal responsibility to develop the systems and procedures required to complete my tasks. I demonstrate further responsibility by following through with each patient until their situation is resolved.

• Collaborated effectively with other team members to ensure smooth workflow within the practice.
• Promoted positive patient experiences by building rapport and addressing concerns during appointments.
• Provided exceptional chairside assistance to orthodontist during complex procedures such as bracket placement and adjustments, aligner fittings, and appliance installations.
• Reduced appointment wait times with efficient room setup and breakdown between patients.
• Improved patient comfort by efficiently assisting with orthodontic procedures and providing clear explanations of treatment plans.
• Poured and shaped molds from impressions and trimmed molds in grinder.
• Monitored patient comfort and safety during dental procedures.
• Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
• Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
• Prepped examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
• Taught patients strategies for boosting oral hygiene, controlling plaque, and protecting tooth enamel from long-term damage.
• Demonstrated strong communication skills while educating patients on oral hygiene practices specific to their orthodontic treatments.
• Developed comprehensive knowledge of various orthodontic appliances, enabling accurate preparation for each procedure.