Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kirsten McDermott

Cape Coral

Summary

Dedicated Customer Service Representative with 12 years of experience delivering exceptional service in fast-paced environments. Known for resolving customer inquiries, handling complaints, and ensuring customer satisfaction. Adept at building strong relationships with clients, identifying their needs, and providing effective solutions. Seeking to contribute my communication and problem-solving skills to a dynamic customer service team.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Sanitas Medical Center
01.2023 - 01.2025
  • Manage a high volume of patient appointments, coordinating between multiple departments, physicians, and medical staff to ensure timely and efficient scheduling.
  • Answer inbound calls, emails, and online requests, confirming patient details, verifying insurance, and addressing questions regarding services and procedures.
  • Utilize electronic health records (EHR) and scheduling software (e.g., Epic, Cerner, Allscripts) to enter, update, and maintain patient information.
  • Screen and prioritize urgent appointments, ensuring patients with pressing medical needs are scheduled appropriately.
  • Communicate with patients about appointment reminders, cancellations, and rescheduling, reducing no-show rates.
  • Collaborate with medical professionals and office staff to manage scheduling conflicts and accommodate changes in providers’ availability.
  • Track patient flow and monitor clinic capacity, helping optimize appointment scheduling and minimize patient wait times.

Captain

Duck Tours South Beach
03.2022 - 03.2023
  • Planned routes, altitudes and speeds to provide fastest, safest and smoothest flights for on-time arrivals and high levels of passenger satisfaction.
  • Ensured all safety protocols were followed, including pre-trip safety briefings, lifejacket distribution, and emergency procedures, maintaining a strong safety record with zero incidents.

Dispatcher

MCIC Logistics
01.2018 - 01.2022
  • Coordinated and dispatched up to 20 trucks daily, ensuring timely and efficient transportation of goods while optimizing delivery routes.
  • Communicated with drivers to provide routing instructions, scheduled adjustments, and ensured all delivery and pick-up deadlines were met.
  • Monitored truck locations and progress through GPS tracking systems to ensure timely deliveries and address potential delays.
  • Maintained detailed records of deliveries, shipments, and any deviations from the original schedule to ensure accuracy and client satisfaction.
  • Worked with customers and vendors to address issues, provided updates, and managed any changes to scheduled deliveries.
  • Ensured compliance with local, state, and federal transportation regulations, including hours of service (HOS) rules, load restrictions, and permits.
  • Troubleshooted and resolved operational issues such as route deviations, traffic delays, or mechanical breakdowns, coordinating timely solutions.
  • Processed paperwork for deliveries, including bills of lading, invoices, and delivery confirmations.


Dock Master

Westrec Marinas
04.2014 - 01.2018
  • Conducted detailed audits of all boats in the marina, inspecting vessel conditions, safety equipment, registration, and compliance with marina policies.
  • Performed regular inventory checks on boat maintenance supplies, fuel, and equipment, ensuring accurate records and timely restocking.
  • Ensured all boats met safety and regulatory standards, including compliance with local, state, and federal maritime regulations.
  • Work closely with boat owners and marina staff to address any maintenance or compliance issues discovered during audits.
  • Verify boat registration, insurance documentation, and maintenance logs to ensure they are up-to-date and in compliance with marina and legal requirements.
  • Assisted with the implementation of new marina safety protocols and environmental sustainability initiatives.
  • Provided recommendations for preventive maintenance based on audit results, helping to reduce downtime and improve overall vessel condition.

Education

Associate of Science - Nursing

Miami Dade College
Miami, FL

Skills

Customer-focused approach

Service quality assurance

CRM systems

Clear and effective communication

Confict management and resolution

Timeline

Customer Service Representative

Sanitas Medical Center
01.2023 - 01.2025

Captain

Duck Tours South Beach
03.2022 - 03.2023

Dispatcher

MCIC Logistics
01.2018 - 01.2022

Dock Master

Westrec Marinas
04.2014 - 01.2018

Associate of Science - Nursing

Miami Dade College

Similar Profiles

CREATE PROFILE
Kirsten McDermott