KRISHANNA L GRAY
Summary
Detail-oriented Anesthesia Technician certified . Offering 1 years of experience testing and calibrating job-related equipment, explaining procedures and monitoring patients under anesthesia. In-depth knowledge of anesthetic and sterile techniques. Dedicated to contributing to safe, efficient anesthesia care.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Anesthesia Technician
Methodist Richardson Medical Center
10.2023 - Current
- Improved patient comfort by assisting anesthesia providers with the timely administration of medications and monitoring.
- Streamlined workflow for smoother procedures by maintaining anesthesia equipment, supplies, and documentation.
- Enhanced patient safety by conducting routine inspections and troubleshooting issues with anesthesia machines and devices.
- Assisted in successful surgeries through effective communication and collaboration with fellow healthcare professionals.
- Increased efficiency in the operating room by promptly preparing and customizing anesthesia delivery systems as required.
- Maintained a high standard of care by adhering to strict infection control guidelines when handling anesthesia equipment.
- Reduced procedure complications through proficient insertion of intravenous lines and arterial catheters under supervision.
- Provided exceptional patient care, ensuring proper positioning during surgery to minimize discomfort or injury risk.
- Contributed to a positive work environment by providing ongoing support to anesthesia providers throughout each procedure.
- Accelerated recovery process post-surgery by properly setting up and managing ventilators, oxygen delivery systems, and other respiratory equipment.
- Minimized waste while maximizing resource availability, efficiently balancing inventory levels for essential anesthesia supplies.
- Demonstrated professionalism and attentiveness while responding to urgent situations involving anesthesiology requirements or emergencies swiftly.
- Optimized surgical outcomes by diligently following established protocols for preoperative preparation and postoperative care under provider guidance.
- Promoted patient-centered care through empathetic interactions with patients and their families throughout the perioperative experience.
- Ensured accurate record-keeping of all relevant information about anesthesia interventions performed during surgery.
- Assisted in maintaining a safe operating environment by consistently adhering to regulatory guidelines and hospital policies related to anesthesia support services.
- Maintained and cleaned anesthesia machines by changing soda-lime, refilling vaporizers with anesthetic agents and replacing nitrous, oxygen and air cylinders.
- Stocked anesthesia supplies in anesthetizing locations, fiber optic carts, ploss carts and emergency airway bags.
- Maintained sterile anesthesia supplies within expiration date.
- Followed infection control procedures to maintain cleanliness of anesthesia monitors and apparatuses.
- Assisted anesthesia personnel with insertion and setup of temporary pacemakers, catheters, invasive monitoring lines and central lines for hemodynamic monitoring.
- Assisted with transports of invasively monitored O.R. and I.C.U. patients.
- Accessed and reviewed safety data sheets (SDS) of hazardous materials and latex allergy items used in anesthetizing location.
- Verified availability of operating room supplies, medications and gases.
- Pretested and calibrated anesthesia delivery systems and monitors.
- Participated in consultations and preoperative assessments with anesthesiologists before surgeries.
Customer Service Representative
Cognizant
10.2022 - 11.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Account Executive
Capital One Financial
10.2017 - 10.2021
- Audited car deal files for compliance and prepare funding packages
- Complied with charting requirements as mandated by funding sources
- Worked with finance managers and internal staff to over see creditnegotiations, dealer relations, continuing education, and funding of allcontracts in my assigned region
- Ensure the expeditious funding of all contracts
- Built strong relations within organization including Sales team members
- Funding, Credit, Titles, and Special Operations in order to offer strongcustomer service experience for our dealer partners and mutual customers
- Worked in close contact with the marketing, legal and funding departments -
- Worked Microsoft work units (Outlook, PowerPoint, Microsoft Word, Excel)
- Worked closely with the funding and credit departments to assist withfunding/underwriting
- Answered incoming calls regarding billing
- Up selling of company products and services
- Answered inbound calls in support of customer needs, reviewed and issuedaudits on account information and processes, performed queries in multipledatabases, as well as adhering to government monetary regulations while alsoperforming duties in the Retention department retaining customers whowanted to cancel their accounts
- Answered an average of 100 calls per day by addressing customer inquiries,solving problems and providing new product information
- Responded to customer inquiries and problems by providing informationordirecting requests to others who can supply the necessary information orservice.Reviewed and provided comments on the adequacy of documents andtook necessary steps to cure any deficiencies
- Developed empathetic Presenter/customer relationships, provided accurateand appropriate information in response to Presenter/customer inquiries,achieved and maintained high Quality Assurance percentages, resolvedproduct/policy issues with few escalations, resolved 60-70 cases on averageper day while maintaining 10+ resolves per hour
- Managed a high-volume of inbound and outbound customer calls
- Kept myself and other teammates up to date on procedures, policies, services,and equipment currently being offered
- Resolved an average of 370 inquiries per week and consistently exceedperformance standards in all areas
- Accessed customer accounts through various computer programs to ensureaccurate assistance
- Assisted customers in breaking down their bill and charges so they may betterunderstand
- Greet and assist all customers in a prompt, friendly and courteous mange
- Troubled shooted technical issues with customers
- Handled incoming calls assisting customers with information of telephonenumbers and addresses
- Assisted with high call volumes.
PFS
10.2017 - 11.2017
- Maintained responsibility for managing all operations service, sales, marketing,administration, customer service
- Utilized security, safety, and protective measures at all times
- Promptly handled customer service inquiries, complaints, and service requestsfrom policyholders
- Provided exceptional one-on-one customer service and effectively handled anycustomer complaints
Customer service representative
Winco Holdings
08.2015 - 10.2015
- Oversee store opening and closing procedures
- Handle all merchandising, inventory control, ordering, cash control, andmaintenance
- Direct sales floor activities, assist customers and address customer concerns
- Input data to prepare dally sales reports and regularly use weekly and monthlydata to develop sales and promotional strategies
- Manager in training within a two week period
Customer Service Representative
Teleperformance
11.2014 - 09.2015
- In this job I was in charge of managing accounts for Medicare members forhumana
- I had to manage their billing as well as benefits for each member
- During thistime I also handled suicide calls , as well as frustrated members
- Experienced in Microsoft word , outlook , and power point
- Managed highvolume of calls and complaints
- In this call center environment, quickly and effectively resolve customer issuesand complaints using natural friendliness and superior interpersonal andcustomer service skills
- Accurately document all inquiries and complaints
- Recognized for consistently meeting and exceeding call volumes
- Answeredinquiries by clarifying desired information Resolved problems by clarifyingissues; researched and explored answers and alternative solutions;implemented solutions Completed transactions and forward requests Soldadditional services by recognizing opportunities to up-sell accounts; explainednew features Maintained call center database by entering information Keptequipment operational by following established procedures; reportedmalfunctions
- Obtained client information by answering telephone calls;interviewed clients; verified information Established policies by entering clientinformation
- Informed clients by explaining procedures; answered questions;providing information Maintained communication equipment by reportingproblems Maintained and improved quality results by adhering to standardsand guidelines; recommended improved procedures
- I was also able to dealwith high incoming and outbound calls
- Selected for the “Excellence in Customer Service” award
- Managed customer problems and complaints with tact and attention toprompt customer service
- Received team and customer service awards
- Promptly handled customer service inquiries, complaints, and service requestsfrom policyholders
- In this call center environment, quickly and effectively resolve customer issuesand complaints using natural friendliness and superior interpersonal andcustomer service skills
- Accurately document all inquiries and complaints
- Provide feedback for upper management
- Recognized for consistently meeting and exceeding call volumes
Customer Service
08.2014 - 10.2014
- Dealt with a high volume of customers
- Oversaw the quality control of food being prepared
- Used a touch screen cash register
- Managed a high volume of orders whether over the phone, or the awaitingcustomers in line
- Took orders and served food to customers
- Cooked and prepped food
- Responsible for inventory check, stocking, cashiering, and maintaining a cleanand safe work environment
- Cleaned tabled or counters after customers have finished dining
- Informed customers of daily specials
- Stocked service areas with supplies
assistant office technician
United Parcel Service
04.2007 - 08.2008
- While working at UPS I was in charge of training new employees andcommunicating with customers
- I also had to make sure that packages were properly label and deliveredcorrectly
- During the time that I was there I was awarded employee of the month twice
- I was the lead person of a team of 4 people .
Education
High School Diploma -
Crowley High School
Crowley, TX05.1998
Skills
- Intramuscular Injections
- Supporting Daily Living Needs
- Patient Transportation
- Treatment Options
- Equipment Calibration
- Reading Comprehension
- Operational Standards
- Central Line Placement
- Patient Medical Histories
- Cleaning Products
- Critical Thinking
- Active Listening
- Operational Procedures
- Scheduled Maintenance
- Complex Problem-Solving
- Crisis Prevention Intervention
- Direct Supervision
- Regulatory Standards
- Proper Waste Disposal
- Work Assignments
- Patient Flow
- Airway Management
- Anesthesiologist Support
- Chemical Cleaners
- Team Collaboration
- Patient Health Information Access
- Cardiac Life Support
- Senior Leadership Support
- Staff Training
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Credit Card Payment Processing
- Account Management
- Customer Relations
- Report Transcription
- Computer Proficiency
- Recordkeeping Strengths
- Call Volume and Quality Metrics
- Call Center Operations
- Microsoft Outlook
- Multi-Line Telephone Operation
- Time Management
- Technical Support
- Medical Terminology Knowledge
- Administrative Support
- Typing Proficiency
- POS Systems Expertise
- Microsoft Dynamics
- Oracle EnterpriseOne
- Records Preparation
- Clerical Support
- Quality Control
- Customer Data Confidentiality
- Billing Adjustments and Refunds
- Process Transactions
- Adobe Systems Adobe Creative Cloud
- Microsoft SharePoint
- Schedule Mastery
- Refund Processing
- Team Development
- Lead Generation
- Microsoft Access
- Understanding Customer Needs
- Prioritization
- Grammar
- Research
- Filing
- LexisNexis
- Citrix
- McAfee
- YouTube
- Coordination
- Spreadsheets
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- Licensed BLS - 1 year
Timeline
Anesthesia Technician
Methodist Richardson Medical Center
10.2023 - Current
Customer Service Representative
Cognizant
10.2022 - 11.2022
Customer Account Executive
Capital One Financial
10.2017 - 10.2021
PFS
10.2017 - 11.2017
Customer service representative
Winco Holdings
08.2015 - 10.2015
Customer Service Representative
Teleperformance
11.2014 - 09.2015
Customer Service
08.2014 - 10.2014
assistant office technician
United Parcel Service
04.2007 - 08.2008
High School Diploma -
Crowley High School