Roian Gregory

Sebring,FL

Summary

Versatile Professional with over 7 years of experience bridging the gap between high-stakes clinical care and expert customer service. Proven track record in emergency medical response, patient advocacy, and call center operations. Highly adept at de-escalating stressful situations, maintaining meticulous documentation, and delivering exceptional service in fast-paced environments.

Overview

years of professional experience

Certification

Work History

Customer Service Specialist

TTEC

Conflict Resolution: Successfully managed escalated support issues, reducing customer dissatisfaction through decisive communication and empathy.
Performance: Consistently met or exceeded KPIs regarding call control, documentation accuracy, and customer satisfaction scores.
Training: Leveraged 5-7 years of experience to mentor new team members on call center standards and product knowledge.
Process Improvement: Navigated complex agency structures to address benefit needs, ensuring clients received accurate and timely information.

Emergency & Clinical Care Specialist

Emergency Room

02.2006 - 08.2011

Emergency Response: Provided critical direct patient care during life-threatening situations, including CPR, airway clearing, and spinal immobilization.
Diagnostics & Monitoring: Performed venipuncture and collected medical specimens for lab analysis; monitored cardiac alarms and diagnostic equipment to ensure patient stability.
Patient Education: Instructed patients on the use of orthopedic devices and post-treatment care to improve recovery outcomes.
Documentation: Maintained 100% accuracy in updating medical records, insurance information, and patient charts in compliance with HIPAA and state regulations.
Coordination: Streamlined department efficiency by managing inventory levels and preparing patients for complex medical procedures.

Education

Mongomery County Vo Tecdh

Norristown, PA

03-1996

Skills

Clinical: Phlebotomy & Venipuncture, EKG Interpretation, CPR/BLS Certified, Triage & Emergency Response, Airway Management
Operations: Call Center Standards, Quality Assurance, Inventory Control, CRM & Data Entry (40 WPM)
Communication: Conflict Resolution, Patient Education, Interdisciplinary Collaboration, Multi-channel Support (Phone, Email, In-person)
Call center experience
Customer relationship management (CRM)
Telephone etiquette
Complaint handling
Problem resolution
De-escalation techniques
CRM software
Senior leadership support
Call centers
Data entry

Certification

Basic Life Support (BLS) / CPR Certification
Phlebotomy / Venipuncture Certification
EKG Interpretation & Monitoring Certification

Languages

English

Full Professional