Keva C. Tatum
Pittsburgh,PA
Summary
Senior Patient & Guest Relations Shift Lead at the Welcome Desk of Children's Hospital of Pittsburgh. Primary role is to provide hospital assistance to visitors, patients, and guests. Responsible for answering or referring incoming calls and serving as a liaison representative for various departments and guests within the hospital. Strong focus on customer service to ensure individuals receive timely and compassionate support and information.
Overview
11
11
years of professional experience
Work History
Senior Patient Guest Relations Representative
Children's Hospital of Pittsburgh
01.2019 - Current
- Assist Supervisor in developing and maintaining staff on a day-to-day basis
- Assist with the department with specific responsibilities and act as a desk representative on regular basis as needed
- Work as a parking cashier, including processing valet tickets and issuing discounted parking rates for families
- Distributing and recording all courtesy tickets for guests
- Tracking patient information and Medipac for families that need assistance with transportation
- Programming access key cards for families and guest
- Train new employees for the front desk customer relations
- Verifying daily valet parking transaction and cab vouchers, help assist patients with transportation to their residence
- Fill hospital badge request for events, celebrities, and tours
- Maintain communication and documentation of performance issues with the Supervisor and Director
- Have weekly meetings with the Supervisor and Senior Representative to keep management updated on activities with the staff and hospital functions
- Monitor front desk functions and provide support for patient and guest relations representative with problem that may arise
- Monitor and order office supplies for the department
- Provide professional, confident support to guest and hospital staff members
- Also have knowledge of different areas in the hospital to help direct families in the appropriate direction
- Show compassion and empathy for families during sensitive crisis
- Act as liaison between patient and Social Work, Public Safety, and Unit Staff
- Act as an extension to Public Safety and Social Work to locate patients and visitors throughout the building
Patient Guest Relations Representative
Children's Hospital of Pittsburgh
01.2018 - 01.2019
- Welcoming guest, families, other officials in a friendly professional way
- Providing information about facilities, programs, and other services
- Create and issue hospital ID badges for all family members, visitors, vendors while performing the appropriate security screening to verify authorization to visit
- Help for parking validation, deliveries, and other requested information
- Including information regarding hospital and community services for patient's family members visitors
- Monitor the immediate environment report any suspicious activity or individuals to security
- Engaged guests through upbeat conversation and personalized service.
- Anticipated and attentively handled guest needs or concerns.
- Collaborated with various departments to ensure timely resolution of guest issues, promoting a seamless experience.
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
Shift Manager
Taco Bell Freeport Road
01.2014 - 01.2018
- Trained to perform all the duties performed by the Crew members
- Provide training and orientation to all incoming new hire employees
- Help direct daily operations in the restaurant during mild to peek operational time
- Maintain the nightly cash flow make sure all currency is accountable and placed in the secured box
- Participate in the interviewing process of new all hires for the establishment
- Making sure the restaurant has enough inventory of food supplies
- In absence of the General Manager/Manager ensuring compliance with the Crew members and condition of restaurant are in good operational order
- Communicating openly and honestly with the restaurant team and local customers
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
Education
UNDECIDED PREMED -
Robert Morris University
Moon Township, PA01.2013
HIGH SCHOOL DIPLOMA -
Brashear High School
Pittsburgh, PA05.2012
Skills
- Hospitality industry experience
- Strong empathy
- Guest satisfaction
- Teamwork and Collaboration
- Transportation Arrangements
- Problem-Solving
- Customer Service
- Conflict Resolution
- Office streamlining
Activities
- Volunteer at the Senior Care Home in Beechview.
- Lifetime member of Girl Scouts of United States of America.
- Volunteer and participant for Race for the Cure.
- 2007 nominee for the Youth Citizenship Award (Pittsburgh Tribune Review).
References
Upon Request
Timeline
Senior Patient Guest Relations Representative
Children's Hospital of Pittsburgh
01.2019 - Current
Patient Guest Relations Representative
Children's Hospital of Pittsburgh
01.2018 - 01.2019
Shift Manager
Taco Bell Freeport Road
01.2014 - 01.2018
HIGH SCHOOL DIPLOMA -
Brashear High School
UNDECIDED PREMED -
Robert Morris University
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