Dynamic telecommunications professional with a proven track record in enhancing communication efficiency at Dignity Health Sequoia Hospital. Bilingual in English and Spanish, leverage exceptional customer service skills to streamline operations and boost patient satisfaction. Achievements include reducing call processing times and elevating team performance through effective training and leadership. Skilled in managing telecommunications systems and ensuring seamless communication. Adept at handling multiple lines, addressing inquiries, and providing exceptional customer service. Strong team collaborator with focus on achieving results and adapting to changing needs. Reliable and flexible, excelling in environments that require efficient multitasking and technical proficiency.
Overview
20
20
years of professional experience
Work History
PBX Operator
Dignity Health Sequoia Hospital
06.2009 - 10.2024
Maintained high level of professionalism while assisting callers in various situations, including emergencies and complaints.
Trained and mentored new PBX operations employees.
Enhanced communication between departments by promptly transferring calls and providing accurate information.
Responded to customer inquiries with patience and positivity to establish excellent first impression.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
Streamlined call processing time with effective usage of PBX software and hardware systems.
Supported company operations by managing multiple phone lines simultaneously, prioritizing urgent matters as needed.
Maintained records of daily data communication transactions, problems, and remedial actions taken.
Assisted colleagues in troubleshooting technical issues related to telephone system, contributing to seamless workflow.
Provided exceptional customer service through polite and professional interactions with all callers.
Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
Resolved customer issues and complaints promptly and politely, upholding satisfaction.
Assisted colleagues with achieving task requirements, aiding team productivity and performance.
Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Received incoming calls and paged individuals and departments over PA system.
Patient Transporter
Dignity Health Sequoia Hospital
05.2004 - 06.2009
Warmly greeted patients and visitors and made each feel welcome.
Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout.
Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
Ensured patient safety by properly positioning patients on stretchers, wheelchairs, and other transport equipment.
Assisted in transfer of critically ill patients within hospital, demonstrating exceptional attention to detail and medical protocol adherence.
Maintained confidentiality of patient data and condition to safeguard health information.
Enhanced patient comfort by providing compassionate care and timely transportation.
Communicated with patients, family members and healthcare staff to coordinate transportation schedules.
Promoted positive and inclusive work environment by demonstrating respect, empathy, and professionalism towards colleagues, patients, and visitors.
Reduced patient anxiety during transport by maintaining open communication and answering questions.