Kara Fitzgerald

• Organized case files and maintained filing systems for efficient document retrieval.
• Assisted attorneys with research and preparation of legal documents.
• Managed incoming calls and directed inquiries to appropriate legal staff.
• Enhanced client satisfaction by efficiently managing and organizing case files.

• Assisted in pairing HopSkipDrive passengers with qualified care drivers thorough vetting processes.
• Supported compliance and optimized workflows to enhance a nationwide network of drivers focused on safely transporting at-risk children to and from school.
• Reviewed and verified driver compliance and qualification documentation to maintain standards.
• Collaborated with operations associates to prioritize driver deployment in areas with high demand.
• Maintained all necessary business licenses and certifications.
• Aided in the onboarding process by supporting advanced documentation and safety requirements for new drivers.
• Demonstrated effective communication, organization, and problem-solving skills in a fast-paced environment.
• Contributed to a compliant driver marketplace across multiple states.

• Optimized customer experience through effective account management for 200 to 350 clients, emphasizing account retention to minimize churn in a SaaS environment using a CRM platform.
• Provided training and demonstrations of our site and features as well as QBRs for contracted accounts and quarterly accounts when desired.
• Expertly navigated instances of escalation to reach the most desirable outcome for both itire and the
• Provided guidance on how customers can maximize the value they receive from products and services.
• Provided technical support to customers when needed.
  Facilitated onboarding process for new customers, enhancing their experience and product understand Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitic
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.

• Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.

• Resolved customer inquiries through multiple channels, ensuring prompt and effective communication.
• Trained new team members on customer service protocols and company policies to enhance team performance.
• Collaborated with cross-functional teams to address complex customer issues, enhancing overall satisfaction
  rates.
• Resolved escalated calls with efficiency, ensuring satisfactory outcomes for customers and Hire.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Responded to emails regarding COVID testing, antibody testing, and vaccinations.
• Followed up on missing results, update PHI, email lab reports with a strict adherence to HIPAA protocols.
• Assisted facilities with portal issues and patients with web appointment registration issues.
• Interfaced with the lab and receiving teams on missing samples, missing results, sample errors.
• Created detailed reports on customer feedback for management review.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Answered constant flow of customer calls with minimal wait times.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Maintained up-to-date knowledge of company products, services, policies, and procedures.

• Assisted with troubleshooting any issues that arose during system operations.
• Maintained an up-to-date logbook documenting all activities performed at the facility.
• Complied with all designated safety policies and procedures in the work area.
• Maintained all HIPAA standards.
• Complied with safe operating practices and assessed operational procedures against best practices.
• Resolved conflicts between personnel regarding operational procedures or protocol at the facility.

• Gained knowledge of all aspects of front and back restaurant procedures.
• Performed well in fast-paced work atmosphere and remained focused on quality work and service.
• Entrusted to handle cashier register operations and large sums of cash.
• Skilled in restaurant open and closing procedures and prepared and stocked for shift changes.
• Showed flexibility and teamwork by often staying over or coming in when short staffed.
• Demonstrated excellent people skills.
• Worked with customers with different attitudes and temperaments.
• Assisted upset customers; made efforts to have customers leave the restaurant with a positive attitude.
• Demonstrated how to perform tasks in a timely manner.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
• Operated POS terminals to input orders, split bills and calculate totals.