Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Rena Fitzpatrick

Rena Fitzpatrick

Nashua,NH

Summary

Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.

Overview

12
12
years of professional experience
3
3
Certification

Work History

Development Instructor

United Healthcare Group
12.2020 - Current
  • Prepare and present supplementary learning material to support structured lessons.
  • Schedule and teach classes to help introduce new platforms to current employees with positive results.
  • Educate customers about billing, payment processing and support policies and procedures.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Learn and maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Resolve customer service issues using company processes and policies and provided updates to customers.
  • Adhere to company policies and scripts to consistently achieve call-time and quality standards.
  • Help large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintain accurate and current customer account data with manual forms processing and digital information updates.
  • Assisted in researching various topics for future program development.
  • Developed and presented training programs and instructional material through variety of learning methods.
  • Updated and revised course content and teaching methodologies.
  • Provided coaching and mentoring to employees.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Facilitated virtual, in-person and blended learning sessions.
  • Trained and mentored over 100 new personnel hired to fulfill various roles

HR Generalist

Autajon Packaging
04.2019 - 09.2020
  • Assisted with writing job postings and job descriptions for boards.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Collaborated with managers to identify and address employee relations issues.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Conducted performance reviews and provided feedback to managers on employee performance.

Customer Service Specialist

Callogix Inc.
02.2012 - 08.2014
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Provided customers with detailed information on company products, services and materials.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.
  • Handled day-to-day customer contact via phones, faxes and emails.
  • Verified accuracy of customer account information and updated when necessary.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Client Services RN Supervisor

Wheaton Franciscan Healthcare
10.2011 - 02.2012
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Executed and devised business development strategies to attract and acquire new clients, including content marketing, cold-calling and networking.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Supported productivity increase and business growth through new hire training and mentoring.

Education

Bachelor of Science - Nursing

Curry College
Milton, MA
03.1997

Skills

  • Online training experience
  • Multitasking Abilities
  • Interpersonal Communication
  • Problem-Solving
  • Analytical and Critical Thinking
  • Excellent written and oral communication
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Creative problem solving
  • Technical Support
  • Workflow Schedules
  • Customer Implementation
  • Interdepartmental Collaboration
  • Account Management
  • Quality Assurance
  • Corrective Actions

Certification

  • Red Cross First Aid/CPR
  • POET Certification
  • NPS Certification
  • CQAP

Timeline

Development Instructor

United Healthcare Group
12.2020 - Current

HR Generalist

Autajon Packaging
04.2019 - 09.2020

Customer Service Specialist

Callogix Inc.
02.2012 - 08.2014

Client Services RN Supervisor

Wheaton Franciscan Healthcare
10.2011 - 02.2012

Bachelor of Science - Nursing

Curry College

Similar Profiles

CREATE PROFILE
Rena Fitzpatrick