Kathy Keck
Customer Service Representative
Tulsa,OK
Summary
Accomplished PBX Operator at Hillcrest South Hospital, adept in operating switchboards and providing exceptional customer service. Enhanced communication and reduced wait times significantly, showcasing strong telephone etiquette and excellent verbal communication skills. Trained new staff, underscoring a commitment to professionalism and team development.
Overview
20
20
years of professional experience
Work History
PBX Operator
Hillcrest South Hospital
02.2024 - 10.2024
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Trained and mentored new PBX operations employees.
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
- Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Streamlined call processing time with the effective usage of PBX software and hardware systems.
- Maintained records of daily data communication transactions, problems, and remedial actions taken.
- Provided exceptional customer service through polite and professional interactions with all callers.
Front Desk Receptionist
Ascension St. John Hospital
12.2020 - 05.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Front Desk Receptionist
Saint Francis Heath Zone
03.2005 - 03.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Clinical Secretary
Saint Francis Healthcare System
03.2008 - 05.2011
- Assisted in the training of new clinical secretaries, ensuring they were well-versed in policies and procedures related to their roles.
- Ensured accurate documentation, timely updating patients'' files with relevant information.
- Facilitated smooth clinic operations, maintaining an organized workspace for clinical staff.
- Contributed to a positive work environment, addressing staff concerns promptly and professionally.
- Streamlined communication between medical staff by organizing and distributing essential documents promptly.
Education
High School Diploma -
Union High School
Tulsa, OK05-1992
Skills
- Operating switchboards
- Telephone operations
- Answering questions
- Strong telephone etiquette
- Excellent verbal communication skills
- Making appointments
- Message Taking
Timeline
PBX Operator
Hillcrest South Hospital
02.2024 - 10.2024
Front Desk Receptionist
Ascension St. John Hospital
12.2020 - 05.2021
Clinical Secretary
Saint Francis Healthcare System
03.2008 - 05.2011
Front Desk Receptionist
Saint Francis Heath Zone
03.2005 - 03.2020
High School Diploma -
Union High School
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