Norma Conrad
301 Sherman Dr Apt. 204,OH
Summary
Dynamic customer service professional with a proven track record at Maximum Staffing Solutions, excelling in complaint resolution and relationship building. Adept at utilizing CRM software to enhance customer satisfaction and streamline processes, resulting in increased loyalty. Strong active listening and critical thinking skills drive effective problem resolution in high-pressure environments.
Overview
48
48
years of professional experience
Work History
Customer Service Representative
Maximum Staffing Solutions
London, KY
08.2023 - 2026
- Assisted customers in resolving inquiries and issues, ensuring high levels of satisfaction.
- Operated CRM software to document customer interactions and track service requests efficiently.
- Collaborated with team members to streamline processes for improved response times.
- Provided product information and troubleshooting support to enhance customer experience.
- Managed incoming calls and emails, prioritizing urgent requests for timely resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Receptionist
Cedarview Nursing And Rehab
Lebanon,OH
04.2022 - 06.2025
- Greeted and assisted visitors, ensuring a welcoming environment.
- Managed multi-line phone system, directing calls to appropriate departments.
- Scheduled appointments for patients, optimizing daily workflow.
- Coordinated patient admissions and discharges with medical staff.
- Maintained accurate records and documentation of patient information.
- Handled inquiries regarding services and facility policies professionally.
- Collaborated with team members to enhance operational efficiency.
- Implemented organizational systems for reception area management.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
EEG Technologist
Children’s Hospital of Pittsburgh
Pittsburgh, PA
03.1977 - 08.1989
- Conducted EEG procedures on pediatric patients to assess neurological conditions.
- Collaborated with medical staff to ensure accurate patient data collection and reporting.
- Assisted in the preparation and maintenance of EEG equipment for optimal performance.
- Educated families about EEG processes and answered questions regarding procedures.
- Maintained patient records, ensuring compliance with hospital protocols and confidentiality standards.
- Monitored patient responses during EEG tests, documenting any significant observations for physicians.
- Participated in training sessions to enhance technical skills and knowledge of neurodiagnostic practices.
- Contributed to departmental quality improvement initiatives focused on enhancing patient care standards.
- Ensured accurate data collection by conducting routine maintenance on EEG equipment.
- Facilitated seamless transitions between different healthcare providers by maintaining meticulous electronic medical records for each patient''s history and tests performed.
- Assisted in research studies, contributing to groundbreaking discoveries in neurological disorders and treatments.
- Optimized patient care by staying current with industry standards, guidelines, and certifications for EEG Technologists.
- Operated and maintained variety of equipment to obtain diagnostic data with focus on EEG.
- Performed complex video EEG monitoring for epilepsy patients, providing valuable data for physician interpretation and diagnosis.
- Reviewed patient's history, obtained necessary information and documentation and educated and reassured patient.
- Continuously updated knowledge on evolving industry trends and new technologies, positioning the department at the forefront of EEG diagnostics.
- Reduced patient waiting time with efficient scheduling and management of multiple EEG appointments.
- Contributed to a safe working environment by following proper infection control protocols during all procedures.
- Collaborated with other technologists on challenging cases, leveraging collective expertise to ensure optimal outcomes.
- Enhanced patient comfort by effectively explaining EEG procedures and addressing concerns.
- Enhanced laboratory efficiency through regular inventory management, ordering supplies as needed while minimizing waste disposal costs.
- Streamlined the diagnostic process by accurately annotating and documenting relevant clinical information.
- Improved diagnostic accuracy through continual professional development in EEG technology advancements and best practices.
- Initiated and implemented holistic growth opportunities and health programs.
- Promoted quality assurance initiatives within the department, ensuring adherence to established policies and procedures concerning patient care and safety measures.
- Coordinated closely with radiology departments during invasive monitoring procedures, ensuring seamless integration of services for patient benefit.
- Earned professional Neurodiagnostic Credentialing and Accreditation credentials and applied learned skills regularly to EEG technology work.
- Increased collaboration between professionals by effectively communicating test results to physicians and medical staff.
- Supported interdisciplinary teams with reliable data analysis, aiding in the development of comprehensive treatment plans for patients.
- Participated in continuing education events, expanding knowledge base while fostering relationships with colleagues across the field.
- Assisted in training new employees on proper use of equipment and software systems, reinforcing departmental standards for excellence.
- Maintained a high level of patient confidentiality by adhering to HIPAA regulations throughout the entire testing process.
- Cleaned and sterilized instruments, equipment and surfaces.
- Monitored patient vital signs, lab results and other indicators of health.
- Maintained accurate patient charts and medical records.
- Cared for patients by providing personal assistance and ambulation.
- Educated patients about procedures, answered questions, and provided comforting words to control anxiety and enhance procedure results.
- Participated in hospital and clinic staff meetings to discuss patient care.
- Operated and maintained medical equipment used to diagnose and treat patients.
- Monitored patients during surgeries and identified specific response patterns.
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Call center experience
Relationship building
Complaint handling
Microsoft Excel
Complaint resolution
Client relations
Customer satisfaction measurement
Follow-up skills
Timeline
Customer Service Representative
Maximum Staffing Solutions
08.2023 - 2026
Receptionist
Cedarview Nursing And Rehab
04.2022 - 06.2025
EEG Technologist
Children’s Hospital of Pittsburgh
03.1977 - 08.1989