Sarah Kelley
Joppa,MD
Summary
Experienced Customer Service Supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
25
25
years of professional experience
Work History
Lead Surgical Tech
Johns Hopkins Health System
11.2021 - Current
- Manage the operations of one operating room and one procedure room at the Fertility Surgery Center.
- Manage staff and patient schedules
- Work closely with the embryology lab, clinic and providers to ensure patients and providers have what they need and communication is clear and efficient.
- Enhanced patient safety by diligently maintaining sterile environments and adhering to strict surgical protocols.
- Contributed to a culture of continuous improvement by participating in quality assurance initiatives and offering suggestions for process enhancements.
- Promoted a positive work atmosphere through strong teamwork skills while maintaining professionalism under pressure during critical situations.
- Facilitated seamless communication among surgical staff by acting as an effective liaison between surgeons, nurses, and other healthcare professionals.
- Maximized patient comfort by proactively addressing any concerns and providing emotional support throughout the surgical process.
- Streamlined operating room efficiency by organizing surgical instruments and equipment for easy access during procedures.
Surgical Technologist
Bayview Medical Center
08.2018 - 11.2021
- Maintained high infection control standards.
- Prepared operating rooms with required instruments, ensuring efficient setup for various surgical cases.
- Setup operating and surgery rooms by preparing equipment and supplies for upcoming procedures.
- Minimized infection risks by strictly adhering to aseptic techniques when handling surgical supplies and equipment.
- Evaluated procedure needs and set up equipment, tools, supplies, and instruments.
Assistant Vice President
Bank of America
04.1999 - 05.2012
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Managed a diverse portfolio of projects, ensuring that each project met established quality standards and delivered expected results on time and within budget.
- Enhanced collaboration between team members by implementing innovative communication tools and fostering an open dialogue culture.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Science - Surgical Technology And Healthcare Management
Sienna Heights University
Adrian, MI05.2017
Skills
- Patient Care
- Mentoring abilities
- Organizational abilities
- Problem-Solving
- Customer Service
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
Additional Information
Efficient in Microsoft Word, Excel and PowerPoint
Patient and proactive at addressing both customer and patient needs before they get escalated
Ability to build rapport with staff and customers
Proficient at typing
Timeline
Lead Surgical Tech
Johns Hopkins Health System
11.2021 - Current
Surgical Technologist
Bayview Medical Center
08.2018 - 11.2021
Assistant Vice President
Bank of America
04.1999 - 05.2012
Bachelor of Science - Surgical Technology And Healthcare Management
Sienna Heights University
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