Nina Evans
Washington,DC
Summary
Hardworking professional with 6 years of experience and a proven knowledge of back office operations, administrative support
and customer service. Aiming to leverage my abilities to successfully fill the role at your company. Detail-oriented professional
with experience in records management, Microsoft Office and customer service. Frequently praised as hard-working by peers, I
can be relied upon to help your company achieve its goals. Dedicated worker with excellent communication, time management
and computer skills. Aiming to leverage my abilities to successfully the vacancy at your company.
Overview
16
16
years of professional experience
Work History
COMMUNICATIONS OPERATOR
Medstar Washinton Hospital Center
Washington, DC
01.2023 - Current
- Participated in ongoing training programs to maintain proficiency in industry best practices and regulatory requirements.
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Enhanced emergency response times by efficiently prioritizing and dispatching incoming calls.
- Collaborated with team members to develop improved call handling procedures, increasing overall efficiency.
- Assisted in the development of new training materials, resulting in improved operator performance.
- Delivered exceptional customer service by addressing caller inquiries with empathy and professionalism.
- Recognized as a key contributor to team success, regularly receiving positive feedback from colleagues and supervisors for outstanding performance.
- Maintained accurate records of all communications, ensuring reliable data for future reference and analysis.
- Regularly reviewed call logs for quality assurance purposes, identifying areas for improvement and implementing corrective measures as necessary.
- Provided timely updates to field units during critical incidents, contributing to successful outcomes.
- Mentored new operators during their initial training period, providing guidance on best practices and company policies.
- Monitored multiple sources of information simultaneously, ensuring comprehensive situational awareness during emergencies.
- Contributed to a positive work environment by actively participating in team meetings and promoting open communication among colleagues.
- Consistently met or exceeded performance benchmarks for call handling time while maintaining high levels of accuracy and professionalism.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Connected callers with appropriate professional, department, or business.
- Assisted customers daily by answering questions and transferring to appropriate departments.
- Received incoming calls and paged individuals and departments over PA system.
- Reviewed customer feedback to determine strategies for improving customer service.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Gathered customer information and promptly input data into computer system.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Processed customer calls by accurately logging all pertinent information with Software.
- Troubleshot issues with telephone equipment and software to keep systems functional.
EMERGENCY DEPARTMENT SERVICE ASSOCIATE
Medstar Washington Hospital Center
Washington, DC
03.2017 - 01.2023
- Received and route messages and documents, such as laboratory results, to appropriate staff
- Answered telephones and directed calls to appropriate staff
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories and medical records
- Transmitted correspondence and medical records by mail, e-mail and fax
- Greeted visitors, ascertained purpose of visit and directed them to appropriate staff
- Compiled and recorded medical charts, reports and correspondence, using typewriter and personal computer
- Conducted staff meetings to relay general information or to address specific topics
- Defined problems, collected data, established facts and validated conclusions
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Participated in ongoing training to enhance own job skills and knowledge.
NUTRITION SERVICES AIDE / DIET CLERK
Medstar Washington Hospital Center
Washington, DC
04.2011 - 08.2017
- Responded quickly to meet customer needs and resolve problems
- Met deadlines while maintaining high-quality deliverables
- Analyzed menus and recipes, standardized recipes and test new products
- Developed job specifications, job descriptions and work schedules
- Adhered to quality and service standards to support operational goals
- Worked with coworkers to complete tasks
- Participated in ongoing training to enhance own job skills and knowledge
- Prepared and served food trays
- Established special connections with patients through empathy and relationship-building techniques
- Logged and recorded temperatures of food storage and refrigeration equipment
- Stored food in designated containers and storage areas to prevent spoilage
- Met with customers to discuss menus for special occasions.
ENVIRONMENTAL SERVICE AIDE
Medstar Washington Hospital Center
Washington, DC
03.2009 - 04.2011
- Cleaned restrooms and replenished consumables
- Dusted and wiped down decorative structures, baseboards and common surfaces
- Gathered and emptied trash and deposited recycling into appropriate receptacles
- Sanitized and cleaned equipment and surfaces with solvents
- Mixed cleaners and solvents to prepare cleaning solutions according to specifications
- Swept and mopped floors and vacuumed carpets
- Assisted with new hire orientation and employee training
- Conducted staff meetings to relay general information or to address specific topics
- Cleaned and polished furniture and fixtures.
Education
Sanz Medical College
Washington, DCSkills
- Organization and Time Management
- Staff Leadership
- Software Applications
- Emergency Room Services
- Teamwork and Collaboration
References
References available upon request
Timeline
COMMUNICATIONS OPERATOR
Medstar Washinton Hospital Center
01.2023 - Current
EMERGENCY DEPARTMENT SERVICE ASSOCIATE
Medstar Washington Hospital Center
03.2017 - 01.2023
NUTRITION SERVICES AIDE / DIET CLERK
Medstar Washington Hospital Center
04.2011 - 08.2017
ENVIRONMENTAL SERVICE AIDE
Medstar Washington Hospital Center
03.2009 - 04.2011
Sanz Medical College