Mary Hawkins
Waldorf,MD
Summary
A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A 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. A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience while meeting the company's core values.
Overview
30
30
years of professional experience
Work History
Patient Safety Sitter
University Charles Regional Medical Center
Laplata, MD
11.2012 - Current
- Remain alert at all times when caring for a confused or disoriented individual who may be prone to wandering off.
- Carried messages or documents between departments.
- Encourage patient involvement in therapeutic activities such as physical therapy exercises or recreational activities.
- Cleaned, disinfected and prepared rooms for incoming patients.
- Restrained patients to prevent violence or injury while assisting physicians or nurses to administer treatments.
- Observe patient behavior, document changes in condition and report observations to appropriate personnel.
- Responded to emergency medical calls, security calls, or fire alarms.
- Maintain a clean and safe environment for the patient by following infection control protocols.
- Changed soiled bed linens, drapes and cubicle curtains.
- Participate in interdisciplinary team meetings concerning patient care plans.
- Communicate effectively with patients, families and healthcare professionals regarding the status of the patient's health condition.
- Provided physical support to patients to assist in performing daily living activities.
- Respond promptly to requests from nurses or physicians for assistance with treatments or interventions.
- Maintained schedules by delivering patients safely and on time to procedure rooms.
- Educate family members on how to provide basic care for their loved one while hospitalized or in a home setting.
- Checked wheelchair and stretcher functionality prior to patient pick up.
Customer Service Representative (CSR) Manager
Imagescan
Lanham, MD
01.2006 - Current
- Project Manager: Analyze and troubleshoot customer issues and inquires to determine the root cause of the reported application behavior
- Coordinate with internal departments including Quality Assurance, and the Development team to test new and existing code for enhancement for the software
- Discuss customer needs and offer solutions through corporate and product capabilities
- Managed client communication and performance task throughout the customer’s lifecycle including assuring product configuration, setup, testing and support of maintenance
- Follow up with new and existing customers to effectively define resolution for product inconsistencies or discrepancies.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contacted customers about potential service upgrades, software services and account changes.
- Increased customer satisfaction rating 90% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Mentored junior team members and managed employee relationships.
- Supported sales team members to drive growth and development.
- Set up and activated customer accounts.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Modified existing software systems to enhance performance and add new features.
Transportation Dispatcher
Fleet Transportation
Temple Hills, MD
03.2019 - 01.2024
- Trained and evaluated employees to ensure work performance met company standards.
- Reviewed safety protocols with drivers before each dispatch to ensure safe operations.
- Relayed work orders, messages, or information using telephones or two-way radios.
- Ensured compliance with Federal Motor Carrier Safety Regulations.
- Checked paperwork before dispatching crew members to maintain accuracy.
- Maintained vehicle logs, records of cargo, or billing statements by regulations
- Arranged for repairs to restore service and schedules.
- Provided customers contacting call center with exceptional service and support.
- Determined types or amounts of equipment, vehicles, or personnel to meet work orders or specifications.
- Tracked all shipments using GPS technology to provide real-time updates.
- Answered 30 calls per shift to assist with customer questions and concerns.
- Understood and followed oral and written directions.
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Leveraged FastTrac skills to input and compile data gathered from various sources.
Supervisor Retail Software
Regulus LLC
Greenbelt, MD
01.1999 - 01.2006
- Planned and organized activities and resources to maximize productivity by formulating goals and action plans
- Responsible for employee performance reviews, training and enforcing company policies and procedures
- Prepared monthly reports for management review
- Responsible for employee performance goals and work schedules
- Monitored customer service standards and assisted with problem solving
- Responsible for budget control, gathered essential facts and figures, forecasting department needs, and reporting on operational status.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Monitored operations and reviewed records and metrics to understand company performance.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Customer Service Representative
Vistawall Architectural Products
Lanham, MD
01.2002 - 01.2003
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Trained all new employees and assist management with administrative responsibilities.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Updated databases with new and modified customer data.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Chevy Chase Banker
Chevy Chase Bank
Laurel, MD
01.1994 - 01.1999
- Made adjustments for account holders due to electronic banking error
- Assist management with administrative tasks.
- Reconciled discrepancies between internal systems and third-party vendors' data sources.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Identified transaction errors when debits and credits did not balance.
Telecommunications Technician/Production Supervisor
Multipage
Lanham, MD
01.1994 - 01.1999
- Programmed pagers and cellular phones
- Assist management with operational support and needs with billing and equipment sales
- Assist customers with general inquiries.
- Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
- Responded quickly to emergency situations involving telecommunications systems malfunctions or outages.
- Assisted with training users in the use of various telecommunication devices and applications.
Education
Physical Therapy Aide - Nursing Administration
College of Southern Maryland
La Plata, MO09-2011
High School Diploma -
Bladensburg High School
Bladensburg, MD05-1991
Some College (No Degree) - Business Administration In Management
Prince George's Community College
Upper Marlboro, MDSkills
- Microsoft Windows XP
- Microsoft Office Suite
- Microsoft Edge
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Skype
- Microsoft Access
- Microsoft Outlook
- Microsoft OneNote
- Microsoft Publisher
- Office 2000
- Word Advance
- Excel
- Database Management
- Proficient with various word processing, spreadsheet, and presentation software
- Outlook
- RightNowCRM - Cloud
- NCR7780
- IBML
- NCR
- Patient Monitoring
- Basic Life Support
- De-Escalation Techniques
- Sterilizing Equipment Use
- Linens Management
- Decision-Making
- Active Listening
- Heavy Lifting
- Vital Statistics Recording
- Patient Relations
- Medication Administration
- Activities of Daily Living ADL Assistance
- Emergency Protocols
- Patient Safety
- Computer Literacy
- Serving and Collecting Food Trays
- Specimen Collection
- Emergency Response
- Customer Service
- Medical Recordkeeping
References
References available upon request.
Timeline
Transportation Dispatcher
Fleet Transportation
03.2019 - 01.2024
Patient Safety Sitter
University Charles Regional Medical Center
11.2012 - Current
Customer Service Representative (CSR) Manager
Imagescan
01.2006 - Current
Customer Service Representative
Vistawall Architectural Products
01.2002 - 01.2003
Supervisor Retail Software
Regulus LLC
01.1999 - 01.2006
Chevy Chase Banker
Chevy Chase Bank
01.1994 - 01.1999
Telecommunications Technician/Production Supervisor
Multipage
01.1994 - 01.1999
Physical Therapy Aide - Nursing Administration
College of Southern Maryland
High School Diploma -
Bladensburg High School
Some College (No Degree) - Business Administration In Management
Prince George's Community College
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