Kristen Faltus
Taunton,MA
Summary
Dynamic leader with a proven track record at The Flyinglocksmiths, adept in enhancing customer satisfaction and streamlining operations. Achieved consistent call volume and service level targets, demonstrating strong organizational and interpersonal abilities.
Several years in customer service with de-escalating difficult situations and customers
Experience in Microsoft Word 365 and Point Click Care.
Overview
2026
2026
years of professional experience
Work History
Call Center Manager
The Flyinglocksmiths
Quincy, MA
08.2018 - Current
- Conducted regular performance reviews and provided constructive feedback to team members.
- Created, recommended and implemented policies and procedures for operational and staffing resources.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Participated in recruitment activities such as interviewing prospective candidates.
- Facilitated training sessions for new hires and ongoing development for existing staff.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Lead Receptionist
Regalcare at Taunton
Taunton, ME
02.2024 - 10.2025
- Managed front desk operations and ensured smooth patient check-in processes.
- Coordinated communication between patients, families, and healthcare staff.
- Scheduled appointments and maintained accurate calendars for medical professionals.
- Handled multi-line phone system to address inquiries and direct calls appropriately.
- Maintained a welcoming environment by managing waiting area cleanliness and comfort.
- Updated patient records in electronic health systems to ensure data accuracy and security.
- Greeted and welcomed visitors, clients, and customers in a friendly and professional manner.
- Monitored office supplies inventory levels and placed orders when necessary.
- Managed petty cash transactions for small purchases made by staff members.
- Handled administrative duties such as filing documents, printing reports, scanning files.
- Answered incoming telephone calls promptly and directed them to the appropriate personnel or department.
- Tracked incoming mail deliveries throughout the day in order to distribute accordingly.
- Maintained up-to-date records of all visitors entering the building.
- Scheduled appointments for staff members, clients, and customers using an electronic calendar system.
Medical Records Manager
Regalcare Taunton
Taunton, MA
01.2024 - 10.2025
- Proficiency in Point Click Care
- Skilled in Microsoft Word 365
- Provided guidance on HIPAA regulations related to patient privacy and confidentiality of health information.
- Reviewed requests from outside agencies for access to confidential patient information and determined whether they met legal requirements.
- Participated in meetings with department heads and other stakeholders regarding proposed changes to existing policies concerning the management of patient information.
- Maintained records management system to process personnel information and produce reports.
- Collaborated with clinical staff members to develop strategies for improving the accuracy and timeliness of documentation within the electronic health record system.
- Returned incomplete records and charts to appropriate personnel for correction.
- Performed quality assurance reviews on completed medical records prior to filing them away.
Somerset Ridge
Receptionist
Somerset, MA
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Greeted and assisted visitors with professionalism and courtesy.
- Managed multi-line phone system to direct calls efficiently.
- Scheduled appointments and maintained calendar for staff and executives.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
Education
High School Diploma -
Southeastern Regional Vocational HS
South Easton, MA05-1994
Skills
- Performance management
- Call management
- Conflict resolution
- Time management
- Quality assurance
- Appointment scheduling
- HIPAA compliance
- Customer relationship management
- Data accuracy
- Problem solving
- Attention to detail
- Reception area maintenance
- Mail handling
References
- Kristin Jones, The Flying Locksmiths, Call Center Department Manager, 617-851-9760
- Michelle Newcomb, Sachem Nursing Home, Nursing Home Administrator, 774-259-6402
- Ashley Lydon, TGI Fridays, Server Manager, 508-944-2366
Timeline
Lead Receptionist
Regalcare at Taunton
02.2024 - 10.2025
Medical Records Manager
Regalcare Taunton
01.2024 - 10.2025
Call Center Manager
The Flyinglocksmiths
08.2018 - Current
Somerset Ridge
Receptionist
High School Diploma -
Southeastern Regional Vocational HS