Kathleen Sowinski
Las Vegas,NV
Summary
Performance-oriented Customer Service Executive with robust experience in managing and resolving customer queries, complaints, and requests. Demonstrated strengths in enhancing customer satisfaction levels while streamlining processes to ensure efficiency. Proven track record of training and leading customer service teams resulting in improved performance and increased productivity gains.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Family Services Specialist
State Of Nevada-Division of Welfare
Las Vegas, NV
10.2023 - Current
- Maintained accurate records of client progress using case management software systems.
- Assessed eligibility criteria for various programs offered by the agency and ensured compliance with applicable laws and regulations.
- Educated clients about their rights under local state laws regarding child welfare matters.
- Provided crisis intervention services when needed including emergency shelter placement or referrals to appropriate agencies.
- Assisted clients in applying for public benefits such as food stamps or Medicaid.
- Participated in multidisciplinary team meetings to discuss case planning strategies and coordinate services between multiple providers.
- Ensured all documentation was accurate and up-to-date according to agency policies.
- Established positive relationships with clients by demonstrating empathy and understanding.
- Maintained accurate records of client information according to agency policies and procedures.
- Worked within the Energy and Assistance program with the state of Nevada.
- Assisted clients and families with crisis intervention to help support their heating and cooling bills.
Field Service Technician
State of Nevada -Division of Motor Vehicles
Las Vegas, NV
10.2021 - 10.2023
- Processed renewals for driver's licenses, vehicle registrations, titles.
- Reviewed existing records to ensure accuracy and completeness of data before issuing new license or registration certificates.
- Provided detailed information on fees associated with various DMV services and procedures.
- Determined eligibility for certain types of services based on state guidelines.
- Assisted customers with payment methods such as cash, check, credit card, or money order.
- Assisted customers in completing forms accurately and efficiently.
- Ensured compliance with federal and state laws governing motor vehicle regulations and licensing requirements.
- Investigated and solved accuracy issues on titles, odometer readings, and power of attorney.
- Prepared lists of overdue accounts, license suspensions and issuances.
- Wrote error-free and professional correspondence on behalf of court system.
- Investigated past and current licensees to perform record checks.
- Assisted with training new staff members on DMV regulations and procedures.
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
Medical Assistant Supervisor and Phlebotomist
The Docs
Las Vegas, NV
01.2021 - 10.2021
- Supervised and coordinated the daily activities of medical assistants; monitored workflow to ensure timely completion of tasks.
- Evaluated performance of medical assistants through observation and review of work quality; provided feedback to improve performance.
- Developed training materials for medical assistant staff members on topics such as patient privacy, HIPAA regulations, medical coding systems, and clinical documentation.
- Provided guidance to medical assistants regarding patient care protocols, safety measures, and infection control practices.
- Tracked progress toward meeting organizational goals set forth by senior leadership team members.
- Maintained records of employee attendance, discipline issues, leave requests, training sessions attended by employees.
- Conducted regular staff meetings to discuss updates, changes in policies and procedures, and new initiatives.
- Reviewed test results for accuracy prior to release for reporting or archiving purposes.
- Developed standard operating procedures for specimen collection and processing activities.
- Responded quickly and effectively to emergency situations.
- Performed venipuncture and other blood collection procedures according to established standards.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Managed inventory of phlebotomy and medical supplies and reordered stock as necessary.
- Maintained patient comfort and safety throughout the phlebotomy process.
- Collected specimens for drug screens, paternity tests and alcohol tests.
Medical Assistant
Pulmonary Associates
Las Vegas, NV
06.2020 - 01.2021
- Educated patients on health-related topics and provided instruction on medication usage as directed by a physician.
- Managed inventory of medical supplies and equipment; ordered new items when needed.
- Compiled data for reports related to patient visits, treatments, medications, test results.
- Provided emotional support to families dealing with illnesses or disabilities.
- Provided administrative support to the medical staff, such as filing paperwork, answering phones and greeting visitors.
- Reviewed insurance forms to ensure accuracy prior to submitting claims.
- Assisted in minor surgical procedures such as suturing wounds or removing stitches under direct supervision of a doctor.
- Collected specimens for lab testing and performed basic laboratory tests under supervision of physician or medical technologist.
- Assisted physicians with examinations and procedures.
- Performed patient intake duties, including taking vital signs and medical histories.
- Ensured HIPAA compliance by maintaining confidentiality of patient information.
- Administered injections or medications as prescribed by a physician or nurse practitioner.
- Handled inquiries from patients regarding their accounts, insurance coverage or other issues.
- Filled out forms related to disability claims or insurance reimbursements.
- Ensured that all equipment was properly maintained and serviced according to manufacturer's specifications.
- Administered Pulmonary Function Test.
Courtesy Clerk
Smiths Food And Drug
Las Vegas, NV
09.2016 - 04.2019
- Checked expiration dates on products regularly and removed outdated items from shelves.
- Provided excellent customer service by being friendly and courteous at all times.
- Organized backroom areas for efficient storage of merchandise.
- Stocked shelves with merchandise, rotated products, and removed expired items.
- Performed price checks for customers upon request.
- Maintained cleanliness of checkout area by sweeping floors and wiping down counters.
- Demonstrated knowledge of store layout to assist customers in finding desired items quickly.
- Carried out special orders requested by customers promptly and efficiently.
- Packaged or bagged purchases and assisted customers with in-vehicle loading.
- Established good working relationships with other departments to promote smooth flow of products and services throughout store.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Education
Medical And Science - Medical Assistance And Phlebotomy
Northwest Career College
Las Vegas, NV06-2020
High School Diploma -
Shadow Ridge Highschool
Las Vegas, NV06-2017
Skills
- Case management and crisis intervention
- Client advocacy and benefits assistance
- Regulatory compliance
- Team collaboration and conflict resolution
- Needs assessment and behavioral analysis
- Data entry and report preparation
- Staff training and coaching
- Administrative support and scheduling
- Attention to detail
- Microsoft Office proficiency
- Customer service
- Problem solving
- Time management and scheduling
- Employee engagement
- Leading team meetings
- Technical support
Certification
- Certificate of Medical Assistance
- Licensure of Phlebotomy
- Licensure in Microsoft Programs
Accomplishments
- Recognized for outshining in stressful situations.
- Outstanding award for Team Leadership.
- Exceeded case processing goals.
- Recognized for Advanced technology use.
- Multiple awards for outstanding Customer Service and Relations.
Timeline
Family Services Specialist
State Of Nevada-Division of Welfare
10.2023 - Current
Field Service Technician
State of Nevada -Division of Motor Vehicles
10.2021 - 10.2023
Medical Assistant Supervisor and Phlebotomist
The Docs
01.2021 - 10.2021
Medical Assistant
Pulmonary Associates
06.2020 - 01.2021
Courtesy Clerk
Smiths Food And Drug
09.2016 - 04.2019
Medical And Science - Medical Assistance And Phlebotomy
Northwest Career College
High School Diploma -
Shadow Ridge Highschool
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