Madison Jenkins
Houston
Summary
Dedicated and detail-oriented professional with experience in healthcare support and public service communication. As an Operating Room Nursing Assistant, provided essential assistance in surgical settings, ensuring efficiency and patient care. As a 311 Telecommunicator, excelled in handling inquiries, providing critical information, and coordinating city services with professionalism and accuracy. Strong multitasking abilities, excellent communication skills, and a commitment to service excellence.
Overview
2
2
years of professional experience
Work History
311 Service Representative
City of Houston
08.2024 - Current
- Streamlined call handling processes for improved response times and increased productivity.
- Exceeded performance metrics through diligent attention to detail and effective communication skills.
- Continually sought opportunities for process improvement within the team, leading initiatives that resulted in enhanced efficiency and customer satisfaction.
- Reduced abandoned calls rate by consistently maintaining a rapid response time during peak hours.
- Provided exceptional customer service by promptly responding to inquiries and handling concerns with empathy.
- Collaborated with multiple departments to ensure timely resolution of complex service issues.
- Developed strong working relationships with city departments, facilitating smooth communication channels when coordinating service resolutions.
- Strengthened customer relationships by communicating total value.
- Improved data accuracy within the CRM system through meticulous record keeping and timely updates.
- Understood team concept and worked closely with team to positively impact responsiveness, timeliness and quality.
- Contributed to the development of department policies and procedures for efficient operations and improved performance standards.
- Managed high-pressure situations with poise, successfully deescalating conflicts while providing excellent customer support.
- Implemented improvements to call scripts, resulting in more accurate information gathering and better customer experiences.
- Enhanced customer satisfaction by efficiently addressing and resolving service requests.
- Maintained up-to-date knowledge of city services, resources, and events to provide accurate information to callers.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
OR Nursing Assistant
Harris Health
11.2022 - 02.2024
- Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Facilitated efficient patient transfers, reducing risk of injury through proper body mechanics and use of assistive devices.
- Participated in regular staff meetings to discuss emerging issues within the unit, contributing ideas for quality improvement initiatives.
- Identified and reported unsafe situations to maintain adherence to safety protocols.
- Streamlined workflow for nursing staff by efficiently managing supplies inventory and restocking necessary items in a timely manner.
- Expedited response times to call lights, boosting overall patient satisfaction levels during their stay at the facility.
- Participated in professional development sessions, staying current with best practices in patient care.
- Required to take specimens and labs to various departments within the hospital. Along with, retrieving blood from the blood bank and delivering to the designated operating room. All while following, HIPPA and other company policies
Education
High School Diploma -
Lutheran High North
Houston, TX05-2019
Skills
- Efficient
- Quick learner
- High integrity
- Active listener
- Problem solver
- Familiar in medical terminology
- Cpr and AED knowledge
- Ability to work under pressure
- Critical thinking
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Customer relations
- Computer proficiency
- Familiar with EPIC med systems
- Task prioritization
- Documentation
- Appointment scheduling
- Microsoft outlook
- Microsoft Excel
- Complaint resolution
- De-escalation techniques
- Administrative support
- Professional telephone demeanor
- HIPPA knowledge
- Quality assurance controls
Accomplishments
I was only 5 months in as a new hire and I exceeded the 100-call-a-day quota that is required of each employee. I worked swiftly through calls, finding efficient ways to make calls short and have great quality. I have received 3 kudos from citizens, directly to my supervisors for my active listening and proficiency.
Timeline
311 Service Representative
City of Houston
08.2024 - Current
OR Nursing Assistant
Harris Health
11.2022 - 02.2024
High School Diploma -
Lutheran High North
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