Kelly Howell
M
Lynchburg,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in sales. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Emergency Department Technician
Sentara Healthcare
Hampton, VA
09.2017 - 11.2021
- Monitored patients' comfort and safety during examinations and tests to alert physicians of abnormalities and changes in patient response.
- Administered first aid treatment and life support to care for sick or injured individuals.
- Assisted doctors with examinations of patients by taking vital signs and drawing blood.
- Assisted with resuscitation, CPR and emergency airway procedures.
- Built personal relationships with patients to promote positive experiences.
- Worked with patients to understand needs and provide excellent service.
- Developed and maintained courteous and effective working relationships.
- Handled 10-20 hospital calls per day to address patient inquiries and concerns.
- Offered friendly and efficient service to patients, handled challenging situations with ease.
Medical Transporter
LifeCare Medical Transport
Newport News, VA
08.2016 - 12.2017
- Transported elderly patients to and from facilities and performed essential ambulatory care.
- Warmly greeted patients and visitors and made each feel welcome.
- Lifted or assisted others to lift patients to move them on or off beds, surgical tables or stretchers.
- Provided transportation services for sick and elderly patients in hospital environment using appropriate equipment.
- Educated patients on medicine and at-home healthcare tools.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Food and Beverage Director
The Holiday Inn
Newport News, VA
04.2013 - 08.2016
- Planned operations to effectively cover needs while controlling costs and maximizing service.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Maintained sound financial footing by overseeing department profit, loss and budgeting.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Coached employees on salesmanship and updated menus to increase sales.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables.
- Trained staff members on use of POS system.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
Waitress
El Burrito Mexican Grill
Carrolton, VA
10.2008 - 03.2013
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
- Bussed and reset tables to keep dining room and work areas clean.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Stayed up-to-date on menu changes to help customers make food choices.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Greeted new customers, discussed specials and took drink orders.
- Informed customers about daily and seasonal specials.
- Suggested appropriate food and drink pairings to increase per-ticket sales.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
High School Diploma -
Smithfield High School
Smithfield, VA 09.2004 - 06.2008
Skills
Good Telephone Etiquette
Upselling Techniques
Marketing and advertising
Point of Sale (POS) system operation
Conflict resolution techniques
Passion for Customer Satisfaction
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
EMT - Certified Emergency Medical Technician
Timeline
Emergency Department Technician
Sentara Healthcare
09.2017 - 11.2021
Medical Transporter
LifeCare Medical Transport
08.2016 - 12.2017
Food and Beverage Director
The Holiday Inn
04.2013 - 08.2016
Waitress
El Burrito Mexican Grill
10.2008 - 03.2013
High School Diploma -
Smithfield High School
09.2004 - 06.2008