Erin McCathran

My mother passed and my dad had prostate cancer. I worked for the first 2 years and had to quit during COVID to care for and prevent him from passable illness.

He passed in 2022.

• Coordinated with clinical staff to recognize and meet patient necessities.
• Assisted in developing strategic partnerships to enhance service offerings.
• Supported outreach initiatives to promote healthcare services within the community.
• Maintained accurate records of physician interactions and referral patterns.
• Participated in training sessions to improve knowledge of healthcare services and protocols.
• Provided administrative support for meetings and coordination of events with medical professionals.
• Conducted research on industry trends to inform strategic decision-making processes.
• Developed materials for presentations aimed at increasing awareness of available services.
• Developed highly effective communication, interpersonal and persuasion skills, which were used for interacting with people of all different backgrounds and cultures.
• Served as a liaison between patients, families, and medical professionals, ensuring seamless coordination of care throughout treatment processes.
• Conducted regular meetings with physicians to discuss referral strategies and ensure patient needs were met.
• Provided ongoing support for medical staff, assisting with training on new procedures or policies related to patient referrals.
• Provided details on building referrals and managed relationships with physicians.
• Enhanced the overall efficiency of the referral process by implementing new software solutions for tracking patient data.
• Acted as a resource for both physicians and patients by staying current on industry trends and changes in healthcare regulations.
• Conducted thorough assessments of existing referral sources'' strengths and weaknesses, allowing for targeted improvements in outreach efforts.

• Resolved customer inquiries through multiple channels, ensuring effective communication and support.
• Implemented process improvements to enhance response times and customer satisfaction ratings.
• Mentored junior staff on best practices for customer interactions and conflict resolution techniques.
• Analyzed feedback trends to identify opportunities for service improvement and product enhancements.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
• Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
• Provided comprehensive product training for new customers, ensuring smooth onboarding experience.
• Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
• Elevated customer support experience by adopting customer-first approach in all interactions.
• Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
• Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.

• Developed strong customer relationships, ensuring satisfaction and retention.
• Managed onboarding processes for new clients, facilitating smooth transitions.
• Provided product training and support, enhancing user experience and engagement.
• Collaborated with cross-functional teams to address customer needs effectively.
• Analyzed customer feedback to identify trends and improve service delivery.
• Led initiatives to streamline processes, improving operational efficiency across departments.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Facilitated successful renewals through diligent relationship management and proactive issue resolution.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
• Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
• Recruited and oversaw personnel to achieve performance and quality targets.

• Assisted students in navigating enrollment processes and retention resources
• Developed personalized follow-up strategies to enhance student engagement
• Collaborated with academic advisors to identify at-risk students and provide support
• Monitored student feedback to improve retention initiatives and services
• Conducted outreach campaigns to promote programs and boost student involvement
• Analyzed retention data to identify trends and recommend actionable solutions
• Facilitated workshops on study skills and time management for student success
• Coordinated communication between departments to streamline retention efforts
• Managed high call volume, maintaining professionalism and efficiency in all interactions.
• Collaborated with team members to develop strategies for improving overall retention rates.
• Monitored performance metrics to ensure alignment with company goals related to retention and customer satisfaction.
• Established trust-based relationships with clients resulting in long-term commitment to the company''s services.
• Provided exceptional customer service, leading to increased positive feedback from clients.
• Enhanced service quality by providing constructive feedback on existing processes during team meetings.
• Developed strong product knowledge, enabling the provision of informed recommendations tailored to individual client needs.
• Built rapport with customers through active listening and empathetic understanding of their needs.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Trained new personnel regarding company operations, policies and services.
• Identified and resolved discrepancies and errors in customer accounts.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Created and maintained detailed database to develop promotional sales.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.