Kateryna Jones

Coordinated with local building inspectors to verify compliance with all building codes and regulations.

• Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks.
• Maintained records and logs of work performed and materials and equipment used.
• Assumed responsibility for personnel deployed to work site.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Oversaw all daily office operations and equipment maintenance.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Coordinated site investigations, documented issues, and escalated to executive teams.
• Interviewed, hired, and trained new workers.
• Created weekly and monthly reports and presentations for management team.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Improved average hold times, resolution rates and satisfaction scores through staff development.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Led daily team meetings to review performance, set targets and motivate staff.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Collected and analyzed call center statistics, and customer service metrics.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established and oversaw performance targets for call center associates.
• Set aggressive targets for employees to drive company success and strengthen motivation.

• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Performed various administrative tasks by filing, copying and faxing documents.
• Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
• Prepared and processed patient referrals and transfer requests.
• Completed administrative patient intakes with case histories, insurance information and mandated forms.
• Received and routed laboratory results to correct clinical staff members.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Registered and verified patient records before triage with most up-to-date information.
• Managed office bookkeeping with insurance billing and patient payments.
• Assisted with medical coding and billing tasks.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

➢ Answering phones for the high volume call center, up to 150 calls per day

➢ Scheduling appointments for patients

➢ Faxing results

➢ Creating telephone encounters and relaying messages to the providers and back to the patients

➢ Appointment confirmations