Kelly Burkett
Kansas City,MO
Summary
30 years of knowledge of HIPPA laws and familiar with medical field.
Professional Front Desk Receptionist with extensive experience in handling sensitive complaints and improving customer satisfaction through efficient operations. Skilled in data security, administrative support, and providing accurate program information. Proactive in enhancing office productivity and fostering positive relationships with the public and staff.
Fluent in administrative and office prepared for role requiring exceptional organizational and interpersonal skills. Background includes managing high-traffic reception areas, coordinating schedules, and providing top-notch customer service. Known for strong teamwork and adaptability, ensuring seamless operations and positive client interactions.
Overview
21
21
years of professional experience
Work History
Front Desk Receptionist
Central Missouri Community Action
01.2022 - 09.2023
- Handled sensitive participants complaints with discretion and professionalism, working towards a speedy resolution that maintained positive relationships with the public and program participants.
- Improved customer satisfaction by efficiently handling front desk operations and addressing the public promptly.
- Processed participants information accurately while adhering to data security protocols, safeguarding sensitive information from unauthorized access or misuse.
- Provided valuable feedback on information on program guidelines and specific details per the program we offered.
- Kept a well-maintained front desk area, creating an inviting atmosphere for the public upon arrival and throughout their stay.
- Handled high call volumes, emails, and processing applications directing inquiries to appropriate departments while ensuring timely resolution of issues.
- Maintained accurate participants information.
- Assisted management with administrative tasks, improving office organization and productivity levels.
- Participated in regular staff meetings to share ideas, address concerns, and discuss ways to improve overall program operations.
- Facilitated communication between various departments within the program, resulting in seamless coordination of operational activities.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each participants pleasantly and provided information per each individual. Had to provided each participants with information that was specific to their needs and questions about program or their application.
- Oversaw fast-paced front desk operations and participants needs in a timely manor to prevent others from having long wait times.
- Handled assignments independently with good judgement and critical thinking skills.
- Routed incoming mail and messages to relevant personnel without delay.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
Energy Assistance Specialist/EA
Central Missouri Community Action
01.2022 - 09.2023
- Followed all company policies and procedures to deliver quality work.
- Multi-tasking applications, emails, voice message system, and processing office mail.
- Improved satisfaction with being able to answer participants questions or provide correct information in regards of program or their specific application through proactive problem-solving and efficient resolution.
- Collaborated with my co-workers to achieve project goals on time and within budget.
- Participating in new training programs, leading to better overall performance.
- Strived to learn and adoption of new software tools that streamlined workflows across multiple departments. Also provided to improve our team communication to process applications in a better timely manor.
- Helped develop my specific job training materials to enhance staff proficiency and productivity.
- Assisted in developing strategic plan that aligned with long-term company goals.
- Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
- Led quality assurance efforts, maintaining high standards for all of our program offered to the public.
- Implemented feedback to the participants to inform public and participants in the program development.
- Collected, arranged, and input information into database system.
- Evaluated participants needs and provided feedback.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Processed and managed state procedures to meet timelines and guidelines of the program.
- Enhanced customer satisfaction with timely and accurate issue resolution or questions pertaining to program.
Manager - Business Operations
Sears Hometown & Outlet Stores Inc.
05.2003 - 05.2010
- Enhanced operational efficiency by streamlining processes and implementing cost-saving measures.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Fostered partnerships with external vendors, securing favorable terms on contracts to reduce company overhead costs.
- Coordinated staff training programs to enhance skill sets and boost overall productivity levels.
- Managed cross-functional teams for improved project delivery and deadline adherence.
- Championed customer satisfaction initiatives, resulting in increased client retention rates and positive feedback scores.
- Oversaw daily operations, ensuring smooth functioning of all departments and timely issue resolution.
- Conducted regular performance reviews, fostering a culture of continuous improvement among employees.
- Reduced operational expenses with thorough budget analysis and negotiation of company inventory.
- Optimized inventory management processes, reducing inventory to prevent over stock or future markdowns on unsold items, while maintaining adequate stock levels to meet demand.
- Ensured compliance with industry regulations by regularly updating internal policies and providing employee training on new guidelines as needed.
- Collaborated with executive leadership to devise strategic goals, aligning business operations accordingly.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance in sales.
- Handled problematic customers to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic, scheduled daily tasks and employee for employees to complete.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory, scheduled deliveries and/or assisted in merchandise pick up.
- Negotiated price and service with customers and company per sales events and company offers to help customers which helped them in overall prices and increase profit or sales for company.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
CNA in Training
North Village Park Care Center
01.2004 - 07.2004
- Expanded cultural competence by accommodating diverse backgrounds and preferences amongst both colleagues and patients.
- Increased patient satisfaction through effective listening skills and empathetic responses during interactions.
- Contributed to efficient team operations by consistently being punctual, organized, and prepared for each shift.
- Ensured accurate documentation of all care provided, adhering to facility policies regarding electronic health records and medical charting.
- Demonstrated professionalism through adherence to ethical guidelines, maintaining strict confidentiality concerning all sensitive patient information.
- Applied infection control protocols to minimize the risk of cross-contamination among patients, staff, and visitors.
- Collaborated closely with nursing staff to provide seamless continuity of care throughout each shift changeover period.
- Promoted patient safety through diligent monitoring and reporting of any changes in condition or concerns.
- Improved patient mobility by supporting ambulation exercises and transfers using proper techniques.
- Assisted nurses with patient assessments, accurately documenting vital signs and health observations.
- Participated in interdisciplinary team meetings to discuss individualized care plans for better patient outcomes.
- Strengthened communication between healthcare teams by effectively sharing information regarding patient progress and needs.
- Utilized time management strategies effectively prioritizing tasks, ensuring prompt completion of all responsibilities during each shift.
- Enhanced patient comfort by providing compassionate and attentive care during daily activities.
- Facilitated mealtime assistance for patients requiring help with feeding or dietary restrictions while ensuring that nutritional needs were met.
- Developed strong rapport with patients and families, addressing concerns and offering emotional support when needed.
- Documented patient information and care activities in electronic health record.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Supported rehabilitation efforts by assisting with range-of-motion exercises under the supervision of licensed therapists.
- Followed directions of licensed nurses to administer treatments.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Transported patients between rooms and appointments or testing locations.
- Upheld infection control and prevention policies across different patient-facing areas.
- Fostered a positive and supportive work environment by actively participating in team-building activities and maintaining open lines of communication with colleagues.
- Learned a lot of medical terms to appropriately assist nurses in resident care and being able to appropriately chart on residence.
Volunteer
Loma Linda Nursing Home
04.2002 - 09.2002
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to residents, family or staff members.
- Provided the office assistance in entering data in company system for the residence and/or staff to keep accurate records.
- Assisted in completing the billing for residence and their families. Collect out of pocket payments for company to satisfy amounts owed for living in the facility. Used a program to determine insurance payments and out of pocket expenses.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated with residence and staff to schedule public transportation to Dr apt, personal shopping and activities outside of the facility.
- Assisted in updated patient information when needed and insurance details for accurate medical billing records.
- Communicated with residence physicians to appropriately manage appointments. Communicated with nursing staff to help keep, change or update any information between staff and physicians. Via emails, phone communication, messages, fax, or in person visits.
- Directed different people that would enter the facility to the appropriate staff and assisted in
- Check-in, check-out visitors for residence.
- Directed visitors to appropriate area or helped locate residence rooms when family or friends would come to visit.
- Learned HIPPA laws which I then was able to provide information to appropriate people which followed the law, policies and facilities guidelines. Most information I provided was the information that was handled in the front office.
Education
No Degree - Culinary
Vandalia
Vandalia, MONo Degree - CNA Training
Macon CNA Courses
Macon, MOHigh School Diploma -
Moberly High School
Moberly, MO05-1999
No Degree - Cosmotology
Vandalia Tech
Vandalia, MO01-1999
Skills
- Customer Service
- Time Management
- Listening Skills
- Cash Handling
- Telephone Etiquette
- Problem-solving skills
- Team Collaboration
- Scheduling
- Appointment Scheduling
- Verbal and written communication
- Scheduling appointments
- Office Organization
- Oral and writing communication
- File Organization
- Hospitality services
- Front Office Management
- Filing
- Sensitive information handling
- Work Prioritization
- Confidentiality handling
- Multi-Line Telephone Systems
- Word Processing
- Office supplies inventory management
- Appointment confirmation
- Attention to Detail
- Punctual and Reliable
- Customer and client relations
- Courteous and Professional
- Relationship Building
- Greeting and Seating Clients
- Some Billing and Invoicing
Timeline
Front Desk Receptionist
Central Missouri Community Action
01.2022 - 09.2023
Energy Assistance Specialist/EA
Central Missouri Community Action
01.2022 - 09.2023
CNA in Training
North Village Park Care Center
01.2004 - 07.2004
Manager - Business Operations
Sears Hometown & Outlet Stores Inc.
05.2003 - 05.2010
Volunteer
Loma Linda Nursing Home
04.2002 - 09.2002
No Degree - Culinary
Vandalia
No Degree - CNA Training
Macon CNA Courses
High School Diploma -
Moberly High School
No Degree - Cosmotology
Vandalia Tech
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