Graylon Jones
New Orleans,LA
Summary
Diligent and hard-working candidate ready to contribute solid effort as team member. Thorough and highly organized with excellent communication skills. Reliable worker with strong work ethic.
Overview
8
8
years of professional experience
Work History
Customer Service Coordinator
Agiliti Healthcare
St. Rose, LA
03.2024 - Current
- Provides leadership and direction to delivery and processing teams to ensure successful customer experience.
- Ensures prompt and courteous service is delivered to all customers in person, by phone and communications.
- Understands and uses effective conflict resolutions skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements.
- Participates and partners with Technical Services, Account Executives and Operations Manager on customer meetings to promote revenue growth, cost containment and expansion of services with existing customers.
- Assists with management of the district and customer on-site service programs (e.g., Asset360) in Operation Manager’s absence.
- Demonstrates in-depth knowledge of medical equipment; knows equipment by name, appearance and accessory list.
- Manages missing and lost equipment, software upgrades and accessories.
- Performs periodic reviews and ready line audits to ensure proper practices are being executed.
- Assists in the development of staffing and on-call schedules based on demand.
- Completes and maintains DOT certification, according to location-specific business needs.
- Manages shipping/receiving, requisitions and purchase orders.
- Manages equipment inventory, par levels and supplies.
- Exercises sound time management, and handles geographic routing and prioritization to service customers.
- Trains customer service staff on medical equipment cleaning, testing and inspecting and conducts in-servicing on features, functionality, etc.
- Recruits and develops customer service staff. Provides cross and lateral training, emphasizing continuous improvement and teamwork, and provides on-going feedback with focused action steps for areas of improvement.
- Holds self and staff accountable for completion of assignments.
- Ensures accurate and timely documentation for billing and regulatory compliance.
- Demonstrates sound and timely decision-making skills in front of team and customers.
- Performs other assigned duties.
Hospital Operations Coordinator
Agiliti Healthcare
New Orleans, LA
03.2021 - 03.2024
- responsible for the leadership on all daily operations within the hospital in the absence of the Operations Manager - Hospital. In addition, they are responsible for delivering on the established Metrics within the contracted agreement, as well as, assisting in the Team Building of the ASSET360 FTE’s.
- Work with HQC to ensure that equipment is functioning at the highest standards. Assist in the oversight of the equipment flow while redirecting and allocating resources. Maintaining the necessary inventory of equipment, equipment productivity, supplies and support structure to ensure an effective and functional Asset Management Program.
- Investigate nursing staff concerns and opportunities for improvement in lieu of the Operations Manager - Hospital. Implement appropriate courses of action in a clear, concise, and professional manner.
- Basic understanding of the existing Contract between the company and the Customer, including the ability to facilitate this document.
- Assist with the supervision of the HST personnel including but not limited to training, performance reviews and engaging in corrective action plans when necessary. Helping to establish and administer the reporting requirements, and directing their career development.
- Assist with management of staffing schedules based upon equipment volume, and foster cooperation among the various shifts to ensure a positive team approach. Work to deliver a dedicated and harmonious working environment in which staff retention is a focus.
- Facilitate, educate and deliver the HST training manual for each employee.
- Provide ongoing supervision of all HST personnel in the daily operation of the ASSET360. Coach staff in problem solving, effective communication and conflict resolution situations. Work with Operations Manager - Hospital to develop career path opportunities for all FTE’s.
- Provide leadership of all HST personnel in regards to training and education of ASSET360 policies, procedures and best practices. This also includes training and use of in Care.
- Assist with completion of daily tasks, such as patient rounds, equipment deliveries and cleaning process as necessary.
- All other duties as assigned.
Cleaning and Distribution Tech
Kelly Services
New Orleans, LA
01.2017 - 03.2021
- Handled equipment, chemicals, and materials properly and with caution.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Delivered equipment that was needed on each unit and maintained par levels.
- Swept floors, removed debris and returned equipment to proper areas at end of each shift.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Confirmed all cleaning tools and equipment were stored properly after use.
- Organized and used industrial cleaning products following strict safety procedures.
- Adhered to safety protocols, resulting in zero complaints, hazards, or lost-time accidents.
Education
High School Diploma -
St. Augustine High School
05-2005
Skills
- Customer service and support
- Conflict resolution
- Equipment management
- Staff training
- Communication skills
- Customer relationship management
- Team leadership
- Scheduling management
- Complaint handling
- Attention to detail
- Computer proficiency (Word and Excel)
- Multi-tasking
- Verbal and written communication
- Time management and organization
- Team unification
Timeline
Customer Service Coordinator
Agiliti Healthcare
03.2024 - Current
Hospital Operations Coordinator
Agiliti Healthcare
03.2021 - 03.2024
Cleaning and Distribution Tech
Kelly Services
01.2017 - 03.2021
High School Diploma -
St. Augustine High School