Kim Hornbeck

• Operated multi-line telephone systems to facilitate efficient communication across departments
• Managed emergency calls and prioritized responses to ensure patient safety
• Coordinated with medical staff to relay critical information in real-time
• Trained new operators on communication protocols and system functionalities
• Maintained accurate logs of calls and communications for operational review
• Managed high call volume while maintaining professionalism and composure during periods of peak demand.
• Assisted in the development of training materials to ensure new hires were well-prepared to handle telecommunications tasks.
• Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.

• Oversaw daily delivery operations to ensure timely and accurate service.
• Trained and mentored new couriers, enhancing team performance and efficiency.
• Implemented process improvements that reduced delivery times and increased customer satisfaction.
• Coordinated logistics for high-volume deliveries, optimizing routes for efficiency.
• Conducted regular vehicle inspections to ensure compliance with safety standards.
• Developed strong relationships with key accounts by consistently meeting or exceeding their expectations for quality service.
• Reduced vehicle downtime with proactive maintenance scheduling and thorough pre-trip inspections.
• Trained new couriers on company procedures, safety protocols, and best practices for efficient deliveries.
• Maintained detailed records of all pickups, deliveries, vehicle maintenance, and customer interactions for accurate reporting.
• Prevented lost or misplaced packages by diligently tracking shipment status and promptly addressing any discrepancies.
• Ensured timely deliveries by maintaining open communication with dispatchers, drivers, and customers.
• Enhanced customer satisfaction by providing professional, courteous service during pickups and deliveries.
• Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
• Escalated issues to supervisor for immediate remediation.

• Dispatched Transporters for patient movement within the hospital, ensuring safety and efficiency.
• Logged and managed approximately 150 calls per day, demonstrating strong multitasking skills
• Coordinated with hospital departments to facilitate timely patient transfers.
• Maintained accurate records and provided excellent customer service to staff and patients.
• Enhanced communication with first responders by maintaining updated contact information utilizing clear, concise language during dispatches.

Maintained high levels of confidentiality and discretion with sensitive information.

• Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
• Managed high-volume inbound calls, ensuring prompt and accurate responses to client needs.
• Delivered excellent customer service by clearly explaining coverage and resolving policy and billing issues.
• Processed endorsements, payments and cancellations with attention to detail and accuracy.
• Handled calls rated by a call metric system, maintaining high service standards.
• Promoted customer retention through problem solving and effective communication.

• Managed customer account inquiries to resolve billing discrepancies and improve satisfaction.
• Coordinated payment arrangements with customers to ensure timely collections and reduce delinquency rates.
• Fostered strong relationships with customers, promoting loyalty while effectively managing outstanding debts.
• Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Developed comprehensive product knowledge to provide tailored solutions to customers.
• Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
• Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
• Maintained high-quality standards through thorough knowledge of products, services, and company policies.
• Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
• Achieved top performer status consistently due to excellent sales results and customer feedback ratings.