Makala Litt
South Bloomfield,OH
Summary
Dynamic Member Services Representative with a proven track record at the United States Trotting Association, excelling in customer engagement and relationship building. Leveraging exceptional communication skills and data entry proficiency, I enhanced member satisfaction through tailored support and proactive problem resolution, contributing to continuous improvement initiatives. Assisting our members and non-members by answering their questions and concerns.
Overview
15
15
years of professional experience
Work History
Member Services Representative
United States Trotting Association
Westerville, OH
12.2022 - Current
- Assisted members with inquiries, providing accurate information and support.
- Assisted with outreach events to promote our services that are provided.
- Maintained member records in database, ensuring data accuracy and confidentiality.
- Collaborated with team to develop strategies for enhancing member satisfaction.
- Responded promptly to member feedback, contributing to continuous improvement initiatives.
- Developed key relationships with members to better understand their needs and interests, tailoring services accordingly.
- Maintained accurate member records, ensuring timely communication and data-driven decision making.
- Facilitated member orientation sessions, effectively educating new members on available resources and benefits.
- Enhanced member satisfaction by promptly addressing inquiries and providing solutions to concerns.
- Actively participated in industry events as a representative of the organization, expanding networking opportunities for potential partnerships.
- Served as a liaison between members and internal teams, ensuring seamless communication throughout all interactions.
- Provided exceptional customer service, consistently exceeding expectations and earning positive feedback from members.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of pur industry and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests and any issues with online accounts or pending paperwork.
Patient Care Associate
Adena Regional Medical Center
Chillicothe, OH
01.2022 - 12.2022
- Assisted nursing staff with patient care, ensuring comfort and safety during procedures.
- Monitored vital signs and reported changes to healthcare team for timely interventions.
- Maintained cleanliness of patient areas, adhering to infection control protocols.
- Documented patient information accurately in electronic health records, supporting efficient care delivery.
- Collaborated with interdisciplinary teams to coordinate patient services and enhance care continuity.
- Educated patients and families on post-treatment care plans, promoting understanding and compliance.
- Supported mobility assistance for patients, ensuring safe transfers between locations within the facility.
- Participated in training sessions to improve skills in patient handling and emergency response protocols.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Assisted with various diagnostic procedures such as drawing blood samples, obtaining EKG readings, and collecting urine specimens for laboratory testing.
- Maintained clean, safe, and well-organized patient environment.
- Facilitated smooth transitions between shifts by communicating pertinent patient information during detailed handoff reports.
- Enhanced patient satisfaction by providing compassionate and attentive care during daily interactions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Provided emotional support to patients and families, fostering trust and strong relationships throughout the care process.
- Contributed to a positive work culture by actively participating in team meetings and offering constructive feedback for continuous improvement efforts.
- Maintained confidentiality of sensitive information following HIPAA guidelines while discussing cases with healthcare professionals or family members involved in the treatment plan.
- Increased staff efficiency by training new Patient Care Associates on best practices, policies, and procedures within the unit.
- Optimized patient outcomes by working closely with registered nurses, physicians, and other healthcare providers to ensure comprehensive care delivery.
- Assisted nurses in administering medications, monitoring vital signs, and recording medical histories for accurate patient records.
- Performed patient mobility services by turning, lifting, moving and repositioning patients.
- Expedited response times to critical situations by swiftly recognizing changes in patient conditions and alerting appropriate medical personnel when necessary.
- Reduced patient anxiety through effective communication and active listening skills.
- Participated in continuing education opportunities to stay current on industry trends and further develop skills as a Patient Care Associate.
- Demonstrated proficiency in various medical equipment usage such as EKG machines, blood glucose monitors, and IV pumps as required for specific patient treatments.
- Improved patient mobility by assisting with transfers, ambulation, and range-of-motion exercises under the guidance of physical therapists.
- Promoted a safe and clean environment through strict adherence to infection control protocols and regular room sanitation.
- Assisted with patient transfers and ambulation.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Medical Assistant
Orthopedic One
Upper Arlington, OH
09.2021 - 01.2022
- Assisted with patient intake and documentation, ensuring accurate medical records management.
- Administered medications and injections as directed by physicians, adhering to safety protocols.
- Performed routine laboratory tests and assisted in diagnostic procedures to support patient care.
- Scheduled appointments and managed clinician calendars for optimal patient flow and efficiency.
- Educated patients on treatment plans and post-operative care to enhance recovery outcomes.
- Maintained inventory of medical supplies, ensuring availability for daily operations and procedures.
- Trained new staff on office procedures and patient interaction protocols to foster a cohesive work environment.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
Barn Manager
Pollock Stable
Circleville, OH
05.2011 - 09.2021
- Supervised daily care and feeding of horses to ensure optimal health and well-being.
- Coordinated scheduling of training sessions and competitions for riders and horses.
- Managed inventory of supplies, ensuring availability of necessary equipment and feed.
- Developed and implemented training programs for new staff on barn operations.
- Conducted regular assessments of horse conditions, identifying needs for veterinary care or additional support.
- Streamlined communication between riders, trainers, and owners to improve collaboration and resolve issues promptly.
- Led initiatives to enhance barn organization, resulting in improved workflow and reduced downtime.
- Managed daily barn operations, ensuring efficient workflow and optimal use of resources.
- Enhanced overall facility cleanliness with thorough sanitation processes and regular inspections.
- Monitored overall health and well-being of Number horses, paying attention to signs of concern.
- Coordinated scheduling for veterinary visits, farrier appointments, and other essential services to maintain equine health and wellbeing.
- Maintained accurate records of each horse''s medical history, vaccinations, and routine care schedules for easy reference when needed.
- Collaborated with trainers in designing individualized exercise programs tailored to each horse''s specific needs.
- Improved horse care quality by implementing a comprehensive health monitoring and maintenance program.
- Assisted trainer with staking and entries.
Education
High School Diploma -
Teays Valley
Ashville, OHSkills
- Customer service standards
- Strong empathy
- Customer engagement
- Exceptional communication
- Relationship building
- Online Services
- Pathway
- Data entry proficiency
- Workflow management
- Workflow optimization
- Call center operations
- Customer support services
- Customer service representation
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Verbal and written communication
- Adaptability and flexibility
- Problem resolution
- Teamwork skills
- Phone etiquette
- Microsoft office
- Team building
- Data entry
- Stress tolerance
- Self motivation
- Equine industry knowledge
- Work prioritization
- Conflict resolution
- Information gathering
- Goal setting
- Professionalism
- Administrative and office support
- MS office
- Record keeping
- Time management abilities
- Continuous improvement
- Adaptability
- Professional telephone demeanor
Timeline
Member Services Representative
United States Trotting Association
12.2022 - Current
Patient Care Associate
Adena Regional Medical Center
01.2022 - 12.2022
Medical Assistant
Orthopedic One
09.2021 - 01.2022
Barn Manager
Pollock Stable
05.2011 - 09.2021
High School Diploma -
Teays Valley