Kendra L Malcolm
Hollywood,FL
Summary
Customer service professional with 15+ years of experience delivering exceptional service and building positive client relationships, including 5 years of outstanding patient-centered experience in healthcare. Proven ability to address patient needs with compassion, drive team performance, and maintain high standards of quality, professionalism, and service excellence.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Guest Services Coordinator
Jackson Memorial Hospital
Miami, FL
06.2021 - Current
- Greeted employees, patients, and visitors upon hospital entry, providing courteous assistance and ensuring timely direction to appropriate departments or destinations.
- Verified visitor credentials per hospital policies and security protocols to maintain a secure environment.
- Enforced access control protocols, ensuring security and integrity of facility for all individuals.
- Addressed and resolved patient concerns professionally, ensuring a positive experience and satisfaction with hospital services.
Customer Elation Quality Assurance Lead
Southern Answering Service
Albany, GA
07.2019 - 05.2021
- Trained call center staff on customer satisfaction best practices, resulting in improved service quality and consistency.
- Handled and resolved complex issues and complaints, enhancing customer satisfaction and loyalty.
- Performed thorough call evaluations to ensure technical precision and alignment with company policies, aiding in the standardization of service protocols.
- Conducted workshops to clarify quality metrics, increasing staff engagement and understanding of performance standards.
Captioning Supervisor & Quality Assurance Analyst
Hamilton Relay Inc.
Albany, GA
05.2015 - 06.2019
- Led a team of captioning agents, providing guidance and support to ensure compliance with service quality standards.
- .Coordinated and supervised daily staffing assignments to optimize workflow and meet operational needs.
- Resolved customer issues with customized solutions, improving client satisfaction and loyalty through attentive service.
- Enforced organizational policies to maintain a secure and productive workplace environment.
Education
Certificate - Sterile Processing Tech
Sterile Process Career Institute
Miami, FL09-2023
Diploma - High School Diploma
Miami Northwestern High School
05-2006
Skills
- Patient management
- Complaint resolution
- Visual Communication
- Communication
- Problem-Solving
- Adaptability
- Teamwork
- Attention to Detail
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Audio Management
Certification
- CBSPD, Sterile Processing Career Institute, 11/01/23
- American Heart Association Basic Life Support (BLS), 10/01/23
- Licensed Phlebotomy Tech, 12/01/22
Timeline
Guest Services Coordinator
Jackson Memorial Hospital
06.2021 - Current
Customer Elation Quality Assurance Lead
Southern Answering Service
07.2019 - 05.2021
Captioning Supervisor & Quality Assurance Analyst
Hamilton Relay Inc.
05.2015 - 06.2019
Certificate - Sterile Processing Tech
Sterile Process Career Institute
Diploma - High School Diploma
Miami Northwestern High School