Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
References
Timeline
Generic

Evelyn Smith

Aurora,CO

Summary

Dynamic professional with a robust background in customer service and administrative support, notably at Denver Health Medical Center. Excelled in roles requiring critical thinking, project support, and relationship building, ensuring high levels of customer satisfaction. Expert in Microsoft Office 365 and adept at fostering key stakeholder relationships, consistently enhancing operational efficiency. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

48
48
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Transdev/RTD
Denver, CO
10.2024 - Current
  • Provide frontline customer support.
  • Answered incoming calls.
  • Obtained correct customer identification.
  • Provide customers with appropriate paratransit transportation, including dates, times, and specific mobility needs via the application QRyder.
  • Confirm that all of the customers' needs have been met before disconnecting.
  • Needs for potential customers:
  • Verify that the appropriate application information has been received to build a profile.
  • Once a profile has been built, communicate with the potential customer that we need to schedule a certification assessment appointment.
  • Schedule their transportation to and from their certification appointment.
  • Ensure they understand what is needed at this appointment: photo identification, mobility devices they are currently using so we can ensure that we send the appropriate vehicles to transport them, and appropriate weather apparel as part of the assessment may be outside.
  • Always make sure they have the customer service number in case they need assistance: 303-292-6560, Option 4.

Administrative Assistant

Denver Health Medical Center
Denver, CO
04.2024 - 05.2024
  • Greeted visitors in a professional manner, responded to inquiries, assigned them the appropriate and requested training, and completed the appropriate cost transactions for trainings, and arranged for them to receive necessary materials: Shipping, interoffice, or arranging a delivery.
  • Assisted in new employees' onboarding modules.
  • Made sure that new employees had their BLS, either entering them in a class or signing them up for the RQI standalone machine.
  • Provided administrative support to the education team, doctors, nurses, CNAs, and health technicians, both Denver Health staff and the community.
  • Having Saturday BLS classes for high school students who were approved for the MC Square course.
  • BLS Instructor.
  • Scheduling meetings and managing calendars.
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records via Smartsheet (shared database), Lawson (financial), and Cornerstone (LMS).
  • Submitted quarterly reimbursements for conferences, trainings, and workshops for the in-patient nursing staff.
  • Annual budget updates. The first of each year, the annual budget was posted with particular line items. When an expenditure took place, I would post it for the Director and Manager to see at all times.
  • Composed letters, memos, reports, emails, and other written correspondence as required by the supervisor or director.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
  • Processed approved nursing reimbursement payments using Lawson Financial accounting software.
  • Entered data into spreadsheets using Microsoft Excel, SmartSheets, and/or Cornerstone.
  • Updated contact lists regularly when changes occur in employee status or contact information.
  • Scheduled and reserved training rooms for the over 500 American Heart Trainings per year.
  • Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
  • Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
  • Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
  • Used voice recorder or notepad to compose and transcribe meeting minutes. Kept weekly meeting notes for team references.

Stock Control Supplyman

US Army
, United States
12.1976 - 05.1978
  • Assessed customer orders to determine required items and quantities needed.
  • Monitored the minimum and maximum stock levels, reordering when necessary.
  • Conducted regular physical inventory checks to ensure accuracy of stock control system.
  • Maintained accurate records of stock movements and levels.
  • Verified receipt of goods against purchase orders and invoices for accuracy.

Multichannel Communications Operator

US Army
, United States
12.1976 - 05.1978
  • Ensured that all communications were in place and working for field communications, the setup of the manual tower (80 feet), and the command.
  • Kept equipment operational by following manufacturer's instructions and established procedures.
  • Reported any malfunctions in communications equipment, and with the help of the team, got them replaced, repaired, and working properly.
  • Participated in meetings with others to discuss strategies for improving response times, or increasing efficiency in the field.
  • Regular maintenance and inspections of equipment, including the M880.
  • Participated in emergency preparation meetings to understand crisis management procedures, and radio communications were working from the field.

Education

Associate of Business Administration - Business Administration

Blair Junior College
Colorado Springs, CO
04-1981

Skills

  • Customer service
  • Courteous demeanor
  • Customer satisfaction
  • Call center procedures
  • Scheduling
  • Verify with the customer that all information is correct before entering it into scheduling: to include pickup/drop-off times, places, mobility, and transportation needed
  • Adaptive team player
  • Information security
  • Administrative support
  • Account updating
  • Product knowledge
  • Project support
  • Call center experience
  • Report generation
  • Team collaboration
  • Critical thinking
  • Relationship building
  • Call triaging
  • BLS Instructor
  • Microsoft Office 365
  • System implementation
  • Quality control
  • Building rapport
  • Credit card payment processing
  • Medical terminology
  • Minute-taking and recording
  • Transcribing
  • Documentation
  • Lean Fundamentals
  • Data collection
  • Order processing
  • Key stakeholder relationship building
  • Product education
  • Product and service solutions
  • Refunds processing
  • Multi-Channel Operator
  • Supply Controlman
  • Organization
  • Complaint resolution
  • Module assignments according to skill sets,
  • Prioritization
  • Promotional support
  • Hospitality and accommodation
  • Customer relations

Affiliations

  • Very active at Colorado Community Church
  • Food Donations first weekend of every month
  • Community Outreaches once a quarter
  • Greet every other week

Accomplishments

  • Helping Hands
  • Customer Service Commendations
  • Going above and beyond awards
  • Goin

Certification

Customer Service

Network Essentials

Lean Fundamentals

Supply Controlman

31M: Multichannel Operator

Medical Terminology

Apollo

Residential Building Inspector

Languages

English
Professional

References

References available upon request.

Timeline

Customer Service Representative

Transdev/RTD
10.2024 - Current

Administrative Assistant

Denver Health Medical Center
04.2024 - 05.2024

Stock Control Supplyman

US Army
12.1976 - 05.1978

Multichannel Communications Operator

US Army
12.1976 - 05.1978

Associate of Business Administration - Business Administration

Blair Junior College

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Evelyn Smith