Maureen Baumann
Annandale,VA
Summary
I am a highly-motivated employee with desire to take on new challenges. I have a strong work ethic, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
I have a good history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Clinical Technician/ICU Unit Secretary
Inova Health System
Falls Church, VA
05.2022 - Current
- Maintained a clean and organized work environment in accordance with safety regulations.
- Performed EKG tests on patients using appropriate equipment and techniques.
- Provided support to clinical personnel during examinations and treatments of patients in order to ensure optimal patient experience.
- Maintained facility files and patient-specific records in EPIC.
- Adhered strictly to HIPAA regulations when handling confidential patient information.
- Supported efficient operations by keeping supplies organized and stocked.
- Maintained updated knowledge through continuing education and advanced training.
- Understood and followed oral and written directions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted nursing staff in patient care activities such as taking vital signs, and recording patient information.
- Provided clerical support including filing, faxing, photocopying and data entry of patient information into electronic health record systems.
- Adhered to departmental policies and procedures regarding safety standards and infection control protocols.
- Answered incoming calls and directed them appropriately.
- Performed data entry into electronic medical records systems.
- Assisted in patient registration processes.
- Demonstrated excellent customer service skills while interacting with patients, families, visitors and other healthcare providers in a professional manner.
- Ordered and maintained supply inventory for medical office.
- Greeted patients upon arrival in the NICU unit and provided necessary paperwork.
Call Center Representative
GTECH
Providence, RI
02.2012 - 09.2012
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Consulted with customers to resolve service and billing issues.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Cashier
Wal-Mart
North Smithfield, RI
08.2011 - 02.2012
- Welcomed customers, offering assistance to help find store items.
- Maintained work area and kept cash drawer organized.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Collected payments and provided accurate change.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
- Ensured compliance with all safety regulations within the store environment.
- Stocked shelves with merchandise when needed.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Performed other duties as assigned by management.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Call Center Customer Service Representative
Work Out World
Norwood, MA
02.2011 - 08.2011
- Resolved customer issues in a timely manner.
- Educated customers on product features and benefits that best suit their needs.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Demonstrated excellent listening skills while interacting with customers.
- Utilized problem-solving techniques when resolving challenging customer issues.
- Adhered to all company policies and procedures related to customer service.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Promoted available products and services to customers during service, account management and order calls.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Vault Associate/Cashier
Home Depot
Providence, RI.
06.2006 - 04.2011
- Prepared store reports for managers
- Maintained security logs for all transactions in the vault.
- Navigated and mastered multiple computer systems, applications and search tools and operated high-speed desktop currency counters and coin machines.
- Reported daily averages and shortages to operations department.
- Reconciled discrepancies between physical count and computer records of inventory in the vault.
- Performed daily audits of the vault to ensure accuracy.
- Prepared paperwork associated with outgoing shipments from the vault.
- Adhered to regulatory and company security and audit procedures.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
Volunteer
Women and Infants Hospital
Providence, RI
07.2002 - 06.2004
- Organized patient rooms, restocked supplies, and tidied up common areas.
- Attended weekly volunteer meetings to discuss hospital policies and procedures.
- Prepared discharge paperwork for discharged patients.
- Monitored visitor access to patient rooms to ensure privacy regulations were followed.
- Performed general cleaning duties, keeping work areas clean and organized.
- Observed safety protocols at all times while on duty in the hospital setting.
- Answered patient call signals and signal lights to determine patients' needs.
- Answered visitor questions, offered directions, and escorted to destination.
- Provided reception support and gave general information to visitors and families.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Answered phones, took messages, and directed calls to appropriate staff members.
- Provided emotional support and comfort to patients and families.
- Assisted with medical record-keeping duties such as filing charts and copying documents.
- Assisted nurses with non-medical tasks, such as delivering meals and running errands.
- Understood and followed oral and written directions.
Education
Associate of Science - Nursing
Northern Virginia Community College
Annandale, VA12-2026
o Direct Support Professional Training -
Community College of Rhode Island
10-2014
Certified Medical Assistant o Medical Terminology and Anatomy, OSHA -
Rhode Island College Outreach
04-2010
Some College (No Degree) - Nursing
Montgomery College
Skills
- BLS, CPR and First-Aid certified
- Data Recording
- Critical Thinking
- Word Processing
- HIPAA Compliance
- Healthcare system
- Medical Terminology
- Customer Service
- Office Administration
- EPIC Expertise
- Prioritization and Time Management
- Verbal and Written Communication
- Multi-Line Phone Systems
- Problem-Solving Skills
- Providing Customer Support
Languages
- Fluency in English
- Fluency in Haitian Creole
Timeline
Clinical Technician/ICU Unit Secretary
Inova Health System
05.2022 - Current
Call Center Representative
GTECH
02.2012 - 09.2012
Cashier
Wal-Mart
08.2011 - 02.2012
Call Center Customer Service Representative
Work Out World
02.2011 - 08.2011
Vault Associate/Cashier
Home Depot
06.2006 - 04.2011
Volunteer
Women and Infants Hospital
07.2002 - 06.2004
Associate of Science - Nursing
Northern Virginia Community College
o Direct Support Professional Training -
Community College of Rhode Island
Certified Medical Assistant o Medical Terminology and Anatomy, OSHA -
Rhode Island College Outreach
Some College (No Degree) - Nursing
Montgomery College