Positive and proactive leader with a record of having gotten assignments and task completed with accountability, effectiveness, efficiency, and proficiency, as well as quantity and quality. In the ancillary role of a Service Level Patient Advocate, was responsible for reviewing, researching, and responding to Veteran complaints, complements, and inquiries. Committed to administering and overseeing face-to-face encounters and interactions leading to impactful results, after review and research. I am skilled in conflict resolution, customer service, personnel management, process optimization, and strategic planning. Known for dependability and reliability, personal and professional punctuality, strong effective communications, and working to ensure a productive workplace.
Hi, I’m
Ronald Rome
EXETER,PA
Summary
Overview
21
years of professional experience
Work History
Wilkes-Barre, PA - Veterans Affairs Medical Center
Supervisor
05.2021 - Current
Job overview
- Coordinated scheduling efforts by our Advanced Medical Support Assistants for Veterans visiting our medical center's Behavioral, Mental Health, and Primary Care PACT Team clinics to optimize resource allocation, improve operational efficiency, and work toward earning proactive and positive Veteran-Patient experiences.
- Collaborated with management to align scheduling processes with organizational goals and priorities.
- Provided ongoing support and guidance to employees regarding schedule-related inquiries or concerns about VA scheduling functions, policies, procedures, processes, and protocols.
TMG Health
Call Center - Contact Center Supervisor
09.2004 - 07.2020
Job overview
- Led daily operations of contact center, ensuring quality service delivery and adherence to company policies.
- Mentored team members, facilitating professional development and enhancing overall performance.
- Implemented process improvements, resulting in increased efficiency and reduced call handling times.
- Analyzed performance metrics to identify trends, driving strategic initiatives for operational excellence.
- Developed training programs to enhance employee skills, fostering a culture of continuous improvement.
Education
King's CollegeWilkes-Barre, PA
Bachelor of Arts from Journalism And Mass Communication
University Overview
Skills
- Scheduling coordination
- Resource allocation
- Operational efficiency
- Process improvement
- Performance analysis
- Quality assurance
- Team mentoring
- Employee training
- Customer service excellence
- Staff supervision
- Problem identification - resolution
- Goal oriented
- Complex Problem-solving
- Staff development
Accomplishments
Accomplishments
- Collaborated with team of five in the development and GoLive! of Luzerne County's first-ever countywide 9-1-1 emergency reporting and dispatch system and service. (1993 - 2004) Served that organization as an assistant Public Safety Answering Point manger, IntraGovernmental Coordinator, Public Information Officer, and Quality Assurance Manager.
Timeline
Supervisor
Wilkes-Barre, PA - Veterans Affairs Medical Center
05.2021 - Current
Call Center - Contact Center Supervisor
TMG Health
09.2004 - 07.2020
King's College
Bachelor of Arts from Journalism And Mass Communication