Fern Phillips
Snellville ,GA
Summary
Dynamic professional with extensive experience in customer service and administrative support at Northside Hospital. Proven ability to enhance workflow efficiency through effective communication and conflict resolution. Skilled in electronic health records management, demonstrating empathy and patience while ensuring patient satisfaction. Committed to fostering positive relationships and improving operational productivity.
Overview
2026
2026
years of professional experience
Work History
Switchboard Operator
Northside Hospital
Lawrenceville, GA
06.2024 - Current
- Operated multi-line phone system to manage incoming calls efficiently.
- Assisted in maintaining accurate call logs and message records.
- Provided information to callers regarding company services and policies.
- Coordinated communication between departments to enhance workflow efficiency.
- Developed familiarity with office equipment and telecommunication tools.
- Managed routine administrative tasks, supporting overall office operations.
- Adapted quickly to varying call volumes and urgent requests effectively.
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
Cosmetologist
Self Employed Services
Brooklyn, NY
2013 - Current
- Provided personalized consultations to assess client needs and recommend appropriate services
- Executed a variety of hair styling techniques, including cuts, colors, and treatments
- Maintained cleanliness and organization of workstations to comply with health standards
- Developed strong client relationships, fostering loyalty through exceptional service quality
- Utilized industry-standard tools to ensure precision in all cosmetic applications
- Stayed current with beauty trends and product knowledge to enhance service delivery
- Participated in promotional events to increase salon visibility and attract new clients
- Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Processed payments, entering sales in register for prompt customer service.
- Demonstrated exceptional time management skills by efficiently scheduling appointments and managing multiple clients simultaneously.
- Enhanced client satisfaction by providing personalized cosmetology services based on individual needs and preferences.
- Educated clients on proper hair care techniques to promote healthier hair between appointments.
- Increased salon revenue by upselling additional treatments, products, and services to clients during appointments.
- Answered phone calls and emails to schedule client appointments.
Toddler Teacher
Child Care Network
Lawrenceville, GA
12.2023 - 06.2024
- Developed and implemented engaging lesson plans tailored to diverse learning styles.
- Fostered a nurturing environment that encouraged social, emotional, and cognitive development.
- Collaborated with parents to support child progress and address behavioral concerns.
- Assessed and documented individual child progress through regular observations and evaluations.
- Trained and mentored new staff on classroom management techniques and educational activities.
- Enhanced curriculum by integrating play-based learning to stimulate creativity and problem-solving skills.
- Organized parent-teacher conferences to discuss developmental milestones and educational goals.
- Implemented safety protocols to ensure a secure learning environment for all children.
- Assisted in maintaining a clean, organized classroom that met required health and safety standards according to state regulations.
- Created a safe, nurturing environment that fostered creativity, curiosity, and exploration among toddlers.
- Led small group activities designed to enhance language skills, fine motor abilities, and problem-solving techniques among toddlers.
- Provided structured daily routines that balanced physical activity, cognitive development, social-emotional growth, and rest periods.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Collaborated with parents to establish consistent routines and maintain open communication channels for optimal child support.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Managed classroom materials and resources effectively to ensure a well-stocked learning environment at all times.
Front Office Assistant
Vantage Care Medical Group
Brooklyn, NY
09.2020 - 05.2021
- Managed patient scheduling and coordinated appointments for optimal office efficiency.
- Processed insurance claims and verified patient information to ensure accuracy.
- Provided front desk support, addressing inquiries and directing patients as needed.
- Assisted in maintaining electronic health record systems for streamlined data access.
- Implemented office procedures that improved workflow and reduced patient wait times.
- Oversaw inventory management, ensuring adequate supplies for daily operations and services.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Developed procedures for handling sensitive information, maintaining confidentiality and adhering to company policies.
- Supported staff members with administrative tasks, improving productivity across various departments.
- Updated client databases regularly while maintaining accuracy in contact details comprehensively.
- Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
Education
Associate of Science - Paralegal Studies
Kathrine Gibbs
Manhattan, NYHair Loss Practitioner
United Trichology Institute
Manhattan, NY05.2017
Skills
Customer service
Scheduling appointments
Professionalism and ethics
Client education
Data entry
File organization
Reception duties
Scheduling and calendar management
Document management
Insurance verification
Administrative support
Excellent communication
Administrative support
Record keeping
Communication coordination
Electronic health records
Conflict resolution
Team collaboration
Patient information verification
Empathy and patience
Flexibility
Strong telephone etiquette
Follow-up skills
Assertiveness
Timeline
Switchboard Operator
Northside Hospital
06.2024 - Current
Toddler Teacher
Child Care Network
12.2023 - 06.2024
Front Office Assistant
Vantage Care Medical Group
09.2020 - 05.2021
Cosmetologist
Self Employed Services
2013 - Current
Associate of Science - Paralegal Studies
Kathrine Gibbs
Hair Loss Practitioner
United Trichology Institute