Kenneth Ward
Beaver Falls,PA
Summary
Dynamic professional with a proven track record at Gateway Rehabilitation Center, excelling in customer service and appointment scheduling. Recognized for enhancing patient satisfaction through efficient front desk operations and meticulous attention to detail. Adept at problem-solving and fostering team collaboration, ensuring seamless office management and confidentiality of sensitive information.
Overview
45
45
years of professional experience
Work History
Front Desk Receptionist
Gateway Rehabilitation Center
03.2020 - 06.2022
- Greeted and checked in patients, ensuring a welcoming environment.
- Managed phone inquiries and appointment scheduling with efficiency.
- Maintained patient records and confidentiality according to HIPAA regulations.
- Coordinated office supplies and inventory for front desk operations.
- Assisted healthcare providers with administrative tasks as needed.
- Streamlined check-in processes to enhance patient flow and satisfaction.
- 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.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- 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.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Organized and maintained files and records to ensure up-to-date documentation.
- Developed FAQ document for common visitor inquiries, streamlining information provision.
- Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
- Implemented more efficient mail distribution system, ensuring timely delivery of correspondence to staff.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Provided basic technical support for front office equipment, minimizing downtime.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Improved office efficiency with diligent management of appointment scheduling and calendar coordination.
- Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Compiled information from files and research to satisfy information requests.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected Type payments, processed transactions and updated relevant records.
- Organized, maintained and updated information in computer databases.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Provided information and assistance to visitors and clients, addressing inquiries and resolving issues promptly.
Conductor
CSX Railroad
06.1977 - 12.2017
- Operated locomotives and ensured adherence to safety protocols during daily runs.
- Coordinated with dispatchers for efficient train movements and schedules.
- Monitored track conditions and reported issues to maintain operational integrity.
- Conducted pre-trip inspections and performed routine maintenance on equipment.
- Trained new conductors on operations, safety regulations, and emergency procedures.
- Communicated effectively with train crews to enhance teamwork and safety compliance.
- Implemented efficiency strategies that improved on-time performance rates across routes.
- Performed daily inspections on switches.
- Communicated through various methods to conduct train movement.
- Contributed to on-time performance by swiftly addressing any operational issues or delays.
- Signaled crew members, utilizing hand or flag signals, radio communications and lantern.
- Performed air brake and electrical connection coupling.
- Cut, switched and supervised loading and unloading of railcars.
- Supported train maintenance teams by reporting observed equipment malfunctions or damage promptly, minimizing disruptions to service schedules.
- Participated in regular training sessions to stay updated on industry best practices and improve personal performance as a conductor.
- Enhanced safety measures by strictly adhering to railroad regulations and conducting thorough pre-departure inspections.
- Inspected train in motion and stationary to determine proper functionality.
- Negotiated and directed train and rail cars movement.
- Communicated with train dispatchers to obtain and adjust directions.
- Guided new hires through on-the-job training, sharing valuable insights and best practices for success in the conductor role.
- Provided prompt assistance during emergencies, coordinating evacuation efforts when necessary for passenger safety.
- Coordinated with dispatchers to provide accurate updates on train status, aiding in efficient scheduling and allocation of resources.
- Streamlined communication with fellow crew members, ensuring efficient coordination of train operations.
- Ensured proper documentation was completed for each trip, including incident reports when applicable, maintaining effective record-keeping systems within the organization.
- Handled conflict resolution among passengers effectively through diplomacy and sound judgment in tense situations.
Education
High School Diploma -
New Castle Sr. High School
New Castle, PA06-1974
Skills
Customer service
Attention to detail
Time management
Listening skills
Telephone etiquette
Data entry
Problem-solving skills
Team collaboration
Scheduling
Appointment scheduling
Scheduling appointments
Oral and writing communication
File organization
Front office management
Sensitive information handling
Work prioritization
Initiative-taking
Complex Problem-solving
Issue handling
Confidentiality handling
Document management
Meeting scheduling
Multi-line telephone systems
File management
Conflict management
Office management
Effective planning
Call routing
Mail sorting
Call forwarding
Meeting arrangements
Task delegation
Clerical support
Calendar management
Researching skills
Inventory control
Mail distribution
Performance improvement
Spreadsheet tracking
Departmental support
Office supplies inventory management
Correspondence drafting
Additional Information
I worked at Gateway before and I was terminated for falling asleep at the desk. Iam asking for another chance to work with addicts since I am a addict and have some idea what they are going threw. I do believe I can give back as I did before that one incident. Thank you.
Timeline
Front Desk Receptionist
Gateway Rehabilitation Center
03.2020 - 06.2022
Conductor
CSX Railroad
06.1977 - 12.2017
High School Diploma -
New Castle Sr. High School