Laura Kurzendoerfer
Murfreesboro,TN
Summary
Retired Registered Nurse seeking to obtain and maintain full-time position offering professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Front Counter Cashier
McDonald’s
03.2023 - Current
- Take orders and payments
- Maintained strong customer relationships through friendly interactions and attentive service.
- Enhanced front counter operations by maintaining clean, organized, and welcoming environment.
- Trained new hires on front counter procedures, fostering consistent performance across all team members.
CSR I
Conduent
07.2021 - 12.2022
- Take inbound calls for nationally known companies and respond to issues, concerns, and needs as identified by callers; document conversation, resolution, and perform any necessary follow-up.
- Demonstrated empathy and active listening skills, resulting in higher rate of customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
CSR II
Maximus
04.2021 - 07.2021
- Provide service as Customer Service Representative III providing information for citizens calling into CDC – VAX hotline regarding COVID-19 vaccine program and process.
- Short term assignment for CDC in response to high call volumes during this time
Medical QA Specialist I
QTC
08.2020 - 02.2021
- Contracted to triage and QA records for VA based on Disability Benefit Questionnaire (DBQ) when military men and women separate from military service and file “contentions” or health-related issues caused or aggravated by their military service
- Managed multiple files daily following them from beginning to end and finally submission.
- Ensured compliance with industry standards and regulations through adherence to established QA procedures and guidelines.
Infirmary Manager
Centurion / TPFW
09.2019 - 03.2020
- Responsible for all nursing care within Infirmary
- Improved quality from 90% through teaching and follow-up.
- Maintained professional, organized, and safe environment for employees and patrons.
Chief Nursing Officer
HealthSouth - North Memphis
07.2017 - 03.2019
- Responsible for all nursing care, patient satisfaction, and patient outcomes
- Improved patient and family satisfaction from 4th quartile to 1st quartile in six months’ time.
- Discussed patient care and treatment with care team members to optimize intervention plans and care delivery.
- Provided direct nursing care to patients when personnel was short-staffed.
- Investigated and reported all incidents per hospital policies.
- Served as liaison between nursing staff, physicians, administration, and other stakeholders for effective communication and collaboration.
Chief Nursing Officer
Fauquier Health System
06.2015 - 03.2017
- Interim CNO initially then offered & accepted Chief Nursing Officer position at 97-bed acute care facility responsible for all Nursing and some non-nursing departments
- Improved staffing through improved hiring practices, rounding to talk with staff, patients, and physicians.
- Designed and implemented standards of care for nursing and patient care.
- Investigated and reported all incidents per hospital policies.
- Coordinated patient care services and managed clinical cost control.
- Assisted with preparation of budget and expense reports.
- Served as liaison between nursing staff, physicians, administration, and other stakeholders for effective communication and collaboration.
Interim CNO
Danville Regional Medical Center
03.2015 - 06.2015
- Interim CNO through June 12th when I take another assignment as Interim CNO at Fauquier Hospital, Warrenton, Virginia.
Chief Nursing Officer / Vice-President of Nursing, Risk Manager
Great Plains Regional Medical Center
03.2009 - 03.2015
- Responsible for overall provision of patient services in all inpatient and outpatient services, as well as quality outcomes.
- Streamlined operations, improved overall quality, and stabilized staffing
Interim CEO
Great Plains Regional Medical Center
08.2014 - 02.2015
- Asked and accepted interim CEO position for approximately 9 months while CEO search occurred
- Length of transition is approximately nine (9) months during which time remained CNO / Risk Manager as well
- Brought stability to both Nursing and facility in general, developed new contract with challenging anesthesia group that had historically been very difficult to work with.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
Education
Some College (No Degree) - Nursing
Deaconess Hospital School of Nursing
Evansville, INMaster of Science - Health Care Administration
Kennedy-Western University
(Remote) Thousand Oaks, CA03.2006
Skills
- Excellent customer service
- Strong Work Ethic
- Patience and Empathy
- Handling Complaints
- Problem-Solving
- Reliable and Responsible
- Honest and Dependable
- Adaptable and Flexible
- Microsoft Office
- Work Task Prioritization
Timeline
Front Counter Cashier
McDonald’s
03.2023 - Current
CSR I
Conduent
07.2021 - 12.2022
CSR II
Maximus
04.2021 - 07.2021
Medical QA Specialist I
QTC
08.2020 - 02.2021
Infirmary Manager
Centurion / TPFW
09.2019 - 03.2020
Chief Nursing Officer
HealthSouth - North Memphis
07.2017 - 03.2019
Chief Nursing Officer
Fauquier Health System
06.2015 - 03.2017
Interim CNO
Danville Regional Medical Center
03.2015 - 06.2015
Interim CEO
Great Plains Regional Medical Center
08.2014 - 02.2015
Chief Nursing Officer / Vice-President of Nursing, Risk Manager
Great Plains Regional Medical Center
03.2009 - 03.2015
Some College (No Degree) - Nursing
Deaconess Hospital School of Nursing
Master of Science - Health Care Administration
Kennedy-Western University