Summary
Overview
Work History
Education
Skills
Languages
Timeline
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LaJoy Smith

South Bend,IN

Summary

Dynamic leader with a proven track record at Life Treatment Centers, enhancing customer satisfaction and streamlining operations. Expert in patient monitoring and scheduling, I excel in mentoring teams to exceed performance targets. Skilled in medication administration and interviewing, my approach boosts efficiency and fosters a positive work environment.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Overview

20
20
years of professional experience

Work History

Lead Residential Technician

Life Treatment Centers
01.2021 - Current
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Residential Techs on company policies, procedures, and best practices.
  • Trained new staff members on best practices in addiction recovery, ensuring consistent service delivery across the team.
  • Served as a liaison between clients on caseload and their primary care providers, streamlining communication to ensure comprehensive care.
  • Monitored client adherence to medication-assisted treatment protocols, ensuring optimal efficacy in tandem with counseling interventions.
  • Charted on each patient daily.
  • Took and monitored vital signs, administered medications, and managed patient behavior.
  • Assisted with medication administration and counting and pouring medications.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
  • Worked with manager and supervisor to plan and coordinate production schedules.
  • Fostered a positive work environment by addressing employee schedule concerns in a timely manner and with empathy.
  • Collaborated with team members to develop contingency plans for unexpected staff absences or schedule changes.
  • Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
  • Drug screen patients and making sure all drug screens are correct and notated in system correctly.
  • Hold monthly staff meetings
  • Interview potential new hires
  • Monitor and ensure all rules are being followed
  • Orientate New Clients in to Program



Lead Customer Service Representative

United
11.2016 - 08.2021
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Push planes back
  • Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
  • Front Desk agent and Gate Agent

Supervisor Customer Service

South Bend Tribune
03.2005 - 01.2017
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Scheduling
  • Handling of Cash
  • Counter person
  • Dispatching of papers

Education

No Degree - Office Admin

Ivy Tech Community College of Indiana
South Bend, IN
09-1999

High School Diploma -

Clay High School
South Bend, IN
06-1998

Skills

  • Patient monitoring
  • Answering phones
  • medication administartion
  • scheduling
  • interviewing skills

Languages

English

Timeline

Lead Residential Technician

Life Treatment Centers
01.2021 - Current

Lead Customer Service Representative

United
11.2016 - 08.2021

Supervisor Customer Service

South Bend Tribune
03.2005 - 01.2017

No Degree - Office Admin

Ivy Tech Community College of Indiana

High School Diploma -

Clay High School

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LaJoy Smith