Lori Eiesland
Minneapolis,MN
Summary
Dynamic leader with a proven track record at Abbott Northwestern Hospital, enhancing guest satisfaction and streamlining service processes. Expert in fostering strong client relationships and leading teams with professionalism. Skilled in multitasking and team motivation, achieving significant improvements in customer service standards and operational efficiency.
Overview
28
28
years of professional experience
Work History
Volunteer Guest Services Coordinator
Abbott Northwestern Hospital Part of Allina Health
10.2011 - 01.2025
- Cross trained as Volunteer Coordinator to fill in as needed. Onboarded new volunteers and trained. Coordinated volunteer placements for the day to assure retention and engagement.
- Trained and scheduled daily Guest Services Staff i.e. onboarding and daily work schedules to assure all entrance areas were staffed and all daily breaks were covered. Performed Lead duties resolving questions from Guest Services co-workers and Guests.
- Gave information about area attractions and provided directions.
- Booked appointments, accepted payments and answered guest questions.
- Trained junior team members in customer service strategies and property policies.
- Confirmed arrival and departure times for guests.
- Prepared sign-in sheets, name tags and other documents for events.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Handled sensitive situations discreetly while maintaining utmost respect for guest privacy concerns.
- Collaborated with team members to deliver exceptional customer service consistently across all departments.
- Implemented new training procedures for incoming staff, resulting in increased efficiency and reduced onboarding time.
- Created welcoming and comfortable environment for guests.
- Handled customer complaints to satisfy and retain guests.
- Greeted guests upon arrival by providing warm welcome.
Campus Services Manager
Abbott Northwestern Hospital Allina Health
05.1997 - 10.2011
- Leader for following departments: Environmental Services/Housekeeping, Patient Transport Services, Equipment Services, Linen Distribution and Conference Scheduling.
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
Education
No Degree - General Education
University of Northern Iowa
Cedar Falls, IAHigh School Diploma -
George Community High School
George05-1975
Skills
- Strong multitasking
- Customer service standards
- Team player attitude
- Team motivation
- Professionalism and poise
ANW Leadership Award
Award for providing excellent service from all Leaders at Abbott Northwestern Hospital.
Timeline
Volunteer Guest Services Coordinator
Abbott Northwestern Hospital Part of Allina Health
10.2011 - 01.2025
Campus Services Manager
Abbott Northwestern Hospital Allina Health
05.1997 - 10.2011
No Degree - General Education
University of Northern Iowa
High School Diploma -
George Community High School
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