Nancy Potts
Hartland
Summary
I have diverse experience in healthcare, customer service management, private homecare and event planning. I am a multitasker and a quick learner, able to adapt to new challenges and environments efficiently. My strong communication skills enable me to work effectively with both clients and team members.
Overview
16
16
years of professional experience
Work History
Private Event Manager
Muse Paintbar
03.2021 - Current
- Manages a team of event planners that plan for 25 studio locations across three regions
- Collaborates with all departments, including regional managers, studio managers, financial controller, directors, remote customer service/party planning, and in studio teams
- Develops and implements comprehensive training programs aimed at enhancing team performance, service quality, and adherence to company standards
- Conducts regular audits of event planner tickets in Kustomer to track performance metrics and identify areas for improvement
- Introduces and streamlines processes for optimizing the customer booking experience and enhancing workflow efficiency for the event planning team
- Creates, refines, and documents operational processes for the planning team to ensure consistent delivery of high-quality events
- Utilizes various software tools, including Ujet, Kustomer CRM platform, Google Calendar, Slack, and Zendesk, to manage communications and enhance productivity
- Analyzes customer feedback systematically to implement process improvements, achieving significant reductions in response times and increasing overall customer satisfaction
- Enhanced customer satisfaction by providing personalized attention and prompt responses to inquiries.
- Collaborated with marketing team to create promotional materials showcasing the venue''s capabilities for private events.
- Evaluated post-event feedback from clients to identify areas for improvement and implement necessary changes moving forward.
New England Region Private Event Planner
Muse Paintbar
06.2016 - 03.2021
- Guided customers through the booking process for both in studio, virtual and offsite events
- Managed events for 11 studios and successfully orchestrated private events for groups of 10 to 100+ participants
- Processed payments using Authorize, created invoices
- Handled fundraising check processing and maintained organized records through spreadsheets and Google Docs
- Coordinated schedules for over 50 employees
- Consistently achieved the highest Key Performance Indicators (KPIs) among event planners month after month
- Communicated with team members using Google Chat and Hangouts to facilitate collaboration and information sharing
- Responded to a high volume of incoming and outgoing calls and emails daily, maintaining a professional demeanor
- Provided customer education and effectively resolved issues to enhance overall customer experience
- Demonstrated reliability by adhering to scheduled login and logout times in a remote work environment
Customer Service Agent
Muse Paintbar
03.2014 - 06.2016
- Utilized Zen Desk for managing a high volume of incoming and outgoing calls, ensuring prompt and professional responses
- Maintained a high customer satisfaction rating through meticulous attention to customer needs and concerns
- Managed over 100 emails daily, efficiently scheduling customer sessions and handling inquiries
- Processed refunds, charges, and discounts with accuracy and in accordance with company policies
- Oversaw and contributed to the management of social media pages, enhancing brand engagement, and handling the session photo uploads
- Implemented effective time management strategies to improve productivity and service delivery
- Skilled in de-escalating customer issues and providing solutions to foster positive relationships
- Maintained professional communication standards at all times, ensuring a respectful interaction with all customers
Nanny
Private Position
08.2013 - 05.2018
- Provided dedicated support to two children diagnosed with Asperger's syndrome, focusing on enhancing their social skills and addressing individual needs
- Developed and organized a variety of educational and engaging activities to promote learning and social interaction
- Maintained composure and effectively managed multiple tasks in high-pressure situations, demonstrating strong problem-solving abilities
- Coordinated and scheduled appointments to ensure timely access to necessary services and resources
- Successfully transported children to various activities and appointments, ensuring their safety and well-being
- Managed a complex and dynamic schedule for three individuals, ensuring that all commitments were met efficiently
- Assisted children with school assignments, fostering a supportive learning environment and helping them achieve academic success
- Created and maintained a safe and clean environment that prioritized the emotional and physical well-being of the children
- This experience highlights my ability to juggle multiple responsibilities while providing personalized care and support for children with special needs
Licensed Practical Nurse (LPN)
Healthwise
08.2009 - 05.2013
- Maintained effective communication with physicians and insurance companies to ensure seamless coordination of patient care and billing processes
- Efficiently processed medical orders using Brightree software, ensuring accuracy and timely fulfillment
- Provided exceptional in-store assistance to customers, addressing inquiries and offering product knowledge to enhance their medical supply needs and experience
- Managed and assigned incoming service tickets to appropriate team members, streamlining workflow and enhancing response times
- Proficiently operated office equipment including fax machines and copiers, facilitating efficient document management and communication
- Demonstrated comprehensive knowledge of various medical products, equipment, and insurance policy details to better support patient needs and family inquiries
- Assisted families with elder care solutions, providing guidance and resources to improve the quality of life for seniors
- Set up CPAP, BiPAP, and oxygen therapy equipment for patients, ensuring proper usage and compliance with medical guidelines
- Conducted visits to patient homes to assess equipment needs and provide personal support, fostering strong patient relationships
- Efficiently scheduled patient appointments, coordinating with healthcare providers to optimize schedules
- Managed billing processes for insurance companies and patients, ensuring accurate invoicing and timely collections
- Conducted 30, 60, and 90-day follow-up calls with patients to assess satisfaction and address any ongoing needs or concerns
- Responded promptly to emails from patients, healthcare providers, and insurance companies, maintaining clear and professional communication
- Collaborated with healthcare teams to enhance patient care delivery, contributing to a positive and efficient work environment
Education
Licenced Practical Nurse -
Massachusetts Bay Community College
Wellesley, MA06.2008
High School Diploma -
Walpole High School
Walpole, MA05.2004
Skills
- Healthcare Expertise:
- Customer Service Management
- Private Homecare
- Event Planning & Coordination
Experienced in providing quality patient care, understanding of medical procedures, and maintaining patient confidentiality
Proficient in resolving client concerns, managing client expectations, and maintaining high levels of satisfaction Strong ability to handle multiple customer accounts
Skilled in offering personalized care to clients in their homes, managing daily living assistance, and ensuring comfort and safety for both children, and elders
Experienced in organizing events, coordinating logistics, managing vendors, and ensuring smooth execution of events
- Multitasking & Adaptability
- Strong Communication Skills
- Team Collaboration & Leadership
- Problem-Solving
Able to manage multiple tasks efficiently, adapt to changing environments, and thrive under pressure
Exceptional written and verbal communication skills, enabling effective interactions with clients, team members
Experienced in collaborating with cross-functional teams and leading groups towards shared goals while maintaining a positive and productive environment
Strong critical thinking abilities, with a focus on finding effective solutions quickly and efficiently, while keeping revenue in focus
Awards
Clinical Excellence Award for my care of patients in the clinical nursing setting
Timeline
Private Event Manager
Muse Paintbar
03.2021 - Current
New England Region Private Event Planner
Muse Paintbar
06.2016 - 03.2021
Customer Service Agent
Muse Paintbar
03.2014 - 06.2016
Nanny
Private Position
08.2013 - 05.2018
Licensed Practical Nurse (LPN)
Healthwise
08.2009 - 05.2013
High School Diploma -
Walpole High School
Licenced Practical Nurse -
Massachusetts Bay Community College
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