McKenzie Gordon
Athens,United States
Summary
Dynamic professional with extensive experience in emergency response and customer service management at Piedmont Athens Regional Medical Center. Proven ability to remain calm under pressure while effectively routing calls and providing critical information. Skilled in medical terminology and team leadership, driving performance improvements and enhancing operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Ops Specialist
Piedmont Athens Regional Medical Center
09.2024 - Current
- Responding to emergency codes and paging appropriate personnel.
- Answering, routing, and screening calls, providing information to callers, and making emergency announcements or communicating with security.
- Identifying the caller and reason for their call.
- Routing calls to the appropriate department or individual.
- Being familiar with medical terminology and knowledge.
- Providing general information about the hospital and its services.
- Maintaining hospital telephone directories and on-call lists.
General Manager
Domino's Pizza
10.2016 - 07.2024
- Trained employees on duties, policies and procedures
- Recruited, interviewed and hired qualified staff for open positions
- Recruited, trained and empowered employees to achieve key performance indicators
- Tracked monthly sales to generate reports for business development planning
- Administered employee discipline through verbal and written warnings
- Managed inventory levels and conducted corrective action planning to minimize long-term costs
- Guided management and supervisory staff to promote smooth operations
Caregiver
Home Instead Senior Care Home
03.2022 - 06.2022
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles
- Monitored vital signs including blood pressure, temperature and pulse rate
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information
Call Operator
Solutions Medical Transport
03.2021 - 03.2022
- Operated call center telephone console to answer incoming calls and direct them to appropriate personnel
- Responded promptly and professionally to customer inquiries, requests, and complaints
- Assisted customers with product and service information, order placement, payment processing and account maintenance
- Verified accuracy of data entered into the system prior to updating customer profiles or orders
- Maintained updated records of customer interactions, transactions and changes in customer accounts
- Initiated follow-up calls to ensure that customers were satisfied with their experience
- Developed strong relationships with customers through consistent communication via phone and email
- Transferred calls from one department to another as needed; followed up on transferred calls if necessary
- Call insurance company to bill insurance and balance books
Education
High School Diploma -
East Jackson Comprehensive High School
Commerce, GA05.2018
Medical Office Assistant - Medical Field
Athens Technical College
Athens, GASkills
- People skills
- Medical terminology
- Ability to remain calm and composed under pressure
- Knowledge of hospital procedures and policy
- Emergency response
- Performance Improvements
- Policy/Program Development
- Sales Team Development
- Supervision and Training
- Staff Scheduling
- Policy Development and Enforcement
- Assignment Delegation
- Employee Motivation
- Goal Setting
- Team Leadership
- Recruitment and Hiring
- Customer Service Management
- Problem Anticipation and Resolution
- Decision Making
- Focus and Follow-Through
- Sales Promotion
Certification
- Serve Safe Certification
- CPR Certification
- First Aid Certified
- Certified Medical Office Assistant
Hospital Clinical
Northridge Hospital, 02/01/16, 05/31/16, Worked in every department of hospital to gain knowledge and experience.
Timeline
Call Ops Specialist
Piedmont Athens Regional Medical Center
09.2024 - Current
Caregiver
Home Instead Senior Care Home
03.2022 - 06.2022
Call Operator
Solutions Medical Transport
03.2021 - 03.2022
General Manager
Domino's Pizza
10.2016 - 07.2024
Medical Office Assistant - Medical Field
Athens Technical College
High School Diploma -
East Jackson Comprehensive High School
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