Summary
Overview
Work History
Education
Skills
Timeline
Generic

Patricia Hedgecock

Triangle,VA

Summary

I am a fast learner and have a proven track record of success in both team and independent settings. A confident and reliable individual with a strong set of core values and a desire to use my knowledge and exceptional experience in a meaningful way. Excellence, responsibility,dependability, resourcefulness and accuracy defines my work ethics.

Overview

13
13
years of professional experience

Work History

Library Media Assistant

PWCS
10.2024 - Current
  • Participated in professional development opportunities to stay current on best practices in library media management and education trends.
  • Implemented innovative strategies to promote the library media center as a hub for learning, collaboration, and creativity within the school community.
  • Supported the development of information literacy skills in students through one-on-one assistance and group instruction.
  • Enhanced library user experience by efficiently managing circulation and cataloging tasks.
  • Provided exceptional customer service while addressing patron inquiries related to reference questions, account issues, or technical problems with electronic resources.
  • Answered questions from patrons and helped to find desired materials.
  • Located library materials, resources and technologies to fulfill patron requests.
  • Placed books on proper shelves when returned to circulation.
  • Answered patron questions in-person or by phone regarding library services and resources.
  • Gained strong understanding of various methods for cataloging books and other materials.
  • Created welcoming and comfortable space by keeping library clean and organized.
  • Organized functions
  • maintained copier machines, laminated and blew up materials upon request,
  • Collected and processed fines on overdue library materials.
  • Answered phone and in-person inquiries about library services, policies and procedures to provide accurate information.
  • Helped patrons locate resources using catalog and circulation systems.

Member Experience Specialist

Kaiser Permanente
12.2011 - 06.2024
  • Educated members about available resources and benefits associated with their memberships, maximizing utilization rates across various services provided by the organization.
  • Coordinated closely with marketing and communications teams to ensure membership materials were engaging, informative, and effectively conveyed the value of joining the organization.
  • Served as an advocate for members within the organization, championing their interests during internal discussions about program development or policy changes.
  • Leveraged industry best practices to inform the design of new membership programs and offerings tailored to specific needs of the target audience.
  • Implemented process improvements that led to faster response times for resolving member issues or complaints.
  • Collaborated with cross-functional teams to develop initiatives aimed at enhancing overall member experiences.
  • Enhanced member experience by implementing personalized service strategies and addressing individual needs.
  • Conducted thorough member surveys to identify areas for improvement, leading to increased satisfaction levels.
  • Played a key role in the successful launch of new member-focused initiatives that led to increased engagement and satisfaction scores among participants.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Verified customer identification and documentation for compliant transactions.
  • Resolved customer issues through thorough dispute investigation.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

High School Diploma -

Martin Van Buren High School
Queens Village, NY
06-2001

Skills

  • Instructional support
  • Collection development
  • Technology troubleshooting
  • Facility management
  • Library software proficiency
  • Library services
  • Administrative support
  • Telephone etiquette
  • Strong problem solver
  • Office administration
  • Schedule & calendar planning
  • Customer Service-oriented
  • Scheduling
  • Typing 80 wpm with minimal errors
  • proficient in Microsoft office
  • Multitasking
  • Work individual or with a group setting
  • Answering multi-lined phones
  • Ability to remain calm in a high stressful environment

Timeline

Library Media Assistant

PWCS
10.2024 - Current

Member Experience Specialist

Kaiser Permanente
12.2011 - 06.2024

High School Diploma -

Martin Van Buren High School

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Patricia Hedgecock