Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lori Tomchik

Waterford,New York

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

24
24
years of professional experience

Work History

Trainer/QA

DiRAD Technologies
Clifton Park, NY
02.2024 - Current
  • Delivers assigned training courses
  • Maintains training program schedule and calendar for new hire/refresher trainings
  • Provides floor support to representatives after go live phase
  • Assists with training and quality control planning/development.
  • Evaluates success of learning programs/QA metrics and make go forward adjustments
  • Implements and delivers quality reporting metrics
  • Maintains a level of understanding and knowledge as a “subject matter expert” (SME) on content, processes, and procedures for your assigned program(s)
  • Provides feedback to Representative’s Supervisor/Contact Center Manger regarding performance and knowledge transfer assessments
  • Partners with internal/external customers to identify and resolve quality issues
  • Supports and leads investigations, root cause analysis and risk management by making data driven decisions, using critical thinking skills.
  • Identifies needs for process improvement

Contact Center Supervisor

DiRAD Technologies
Clifton Park, NY
10.2023 - 02.2024
  • Maintain a level of understanding and knowledge as a “subject matter expert” on content, processes, and procedures.
  • Oversee an team of Contact Center Representatives.
  • Monitor and address attendance and scheduling, employee performance and conduct, as well as performance metrics.
  • Oversee performance management, support team member development by providing coaching and guiding team members daily; ensure performance management improvement plans are being followed and reviewed.
  • Assist with documentation development and maintenance.
  • Aid with Contact Center Representative development by providing training and coaching.

Supervisor of Business Administration

Hackensack Meridian At Home
Wall, New Jersey
01.2005 - 08.2023
  • Developed and implemented strategies to improve patient satisfaction.
  • Compiled monthly statistics related to patient satisfaction performance indicators.
  • Prepared financial reports and documents.
  • Assisted with payroll processing by verifying employee hours worked.
  • Worked closely with human resources to support employee management and organizational effectiveness.
  • Designed customized training programs to drive desired corporate changes.
  • Facilitated classroom-style lectures by presenting complex concepts in an easy-to-understand manner.
  • Trained team members and leaders in EPIC health management system transition.
  • Supervised orders team for home care physician orders.
  • Assisted with Joint Commission survey preparation.
  • Assisted with employee records.
  • Managed COVID supplies for all home care and hospice offices.

Administrative Assistant

Hackensack Meridian At Home
Wall, New Jersey
09.2000 - 01.2005
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
  • Ensured efficient operation of office equipment such as printers, copiers and fax machines.
  • Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Handled confidential documents in an organized fashion according to established protocol.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.

Education

Associate of Arts - Business Administration

Brookdale
Lincroft, NJ
12.2012

Skills

  • Goal-Oriented
  • Complex Problem-Solving
  • Business Administration
  • Project Management
  • Data Analytics
  • Policy and Procedure Development
  • Process Improvement
  • Training and Development
  • Team Building

Timeline

Trainer/QA

DiRAD Technologies
02.2024 - Current

Contact Center Supervisor

DiRAD Technologies
10.2023 - 02.2024

Supervisor of Business Administration

Hackensack Meridian At Home
01.2005 - 08.2023

Administrative Assistant

Hackensack Meridian At Home
09.2000 - 01.2005

Associate of Arts - Business Administration

Brookdale

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Lori Tomchik