Rona Hays
Conway,SC
Summary
Administrative customer support focused on front end with over 40 years experience. Emphasis on calls for service including emergencies and non, inquiries, complaints and concerns. Including both law enforcement and private sector. Strong communication skills, preparing reports and works proficiently independent and among team members. Committed to professionalism and the needs of the community as well as the organization.
Overview
17
17
years of professional experience
Work History
Sheriff’s Communications Operator
Calvert County Government
Prince Frederick, MD
08.2012 - 01.2025
- Maintained up-to-date knowledge of regulatory standards through regular training sessions.
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses.
- Provided mentorship to new operators during onboarding.
- Provided excellent support through empathetic and professional handling of caller questions.
- Encouraged open dialogue in team meetings.
- Relayed vital information to ensure smooth public safety operations at significant events.
- Ensured complete situational understanding by overseeing multiple sources of data during urgent situations.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Enhanced inter-departmental and agency communication efficiency.
- Acknowledged by colleagues and supervisors for consistently exceptional work.
Patient Service Representative
Calvert Medical Health
Prince Frederick, MD
03.2010 - 08.2012
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Handled customer service inquiries in person, via telephone and through email.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Accounting Manager
Tech, Inc
Lanham, MD
01.2008 - 07.2010
- Managed journal entries, collection efforts, reconciliations, and payroll processing.
- Managed banking reconciliations and monthly balance sheet statements.
- Managed relationships with external vendors, ensuring timely payments and accurate recording of expenses.
- Generated monthly and quarterly financial statements for executive review.
- Optimized cash flow management through careful analysis of accounts receivable, accounts payable, inventory levels, and working capital requirements.
Education
High School Diploma - Business
Northern High School
Owings, MD05.1983
Skills
- Professionalism and courtesy
- Strong attention to detail
- Empathy and patience
- Radio operation
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Listening skills
- Multitasking
- Front desk operations
- Reliability
- Verbal and written communication
- Professional communication
- Data entry
- Adaptability
Accomplishments
Assisted in updating SOP and rewriting job descriptions for communications officers.
Awarded SCO of the year multiple years as well as Squad of the Year
Crisis Intervention Team certified
Timeline
Sheriff’s Communications Operator
Calvert County Government
08.2012 - 01.2025
Patient Service Representative
Calvert Medical Health
03.2010 - 08.2012
Accounting Manager
Tech, Inc
01.2008 - 07.2010
High School Diploma - Business
Northern High School