Shannon Schlaffer
Kendall
Summary
Detail-oriented coordinator with extensive experience in appointment management and customer service. Proven ability to train and mentor staff, enhancing team performance and communication. Dedicated to maintaining high standards of service while adhering to confidentiality and organizational protocols.
Overview
21
21
years of professional experience
Work History
Sr. Appointment Coordinator
Rochester Regional Health
Rochester
09.2024 - Current
- Coordinated patient appointments across multiple departments and specialties.
- Communicated effectively with patients regarding appointment details and requirements.
- Trained new staff on scheduling protocols and patient communication strategies.
- Responded promptly to any changes or cancellations of existing appointments.
- Provided information to patients on available appointment times and clinic policies.
- Adhered strictly to HIPAA guidelines when handling confidential health information.
- Managed a high volume of incoming requests while maintaining quality customer service.
- Successfully trained and mentored new team members, helping them become confident and efficient in their roles.
- Trained a new hire who had disabilities for 3 months while developing ways for her to make the job work for her ways of learning while sending lengthy detailed emails every day about her progress to management and training coordinators.
Stay-At-Home Parent
Myself
10.2012 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Managed household and family responsibilities, including child care, homework, sports schedules, housekeeping, remodeling, and all finances.
- Organized and planned all family activities and events.
- Developed strong organizational and time management skills.
Child Care Provider
Jessica Kalpin
02.2018 - 09.2024
- Was responsible for 3 children aged 6 years old, 4 years old and 3 years old.
- Developed strong relationships with the family, providing regular updates on child progress and establishing trust.
- Developed age-appropriate activities and crafts to engage children.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
- Supported emotional well-being by addressing individual needs and providing a nurturing environment for growth.
- Administered first aid when needed, adhering to established protocols to ensure child safety and wellbeing.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Introduced children to educational games and activities to boost learning.
Owner of Grain and Grove Market
Myself/Business Partner
10.2018 - 01.2020
- Created unique handcrafted wood signs and home decor per customers customization.
- Managed day-to-day business operations.
- Developed extremely strong customer service skills while fulling customers custom requests to ensure product was exactly what the customer wanted.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Organized and attended trade shows and special events to showcase products.
Customer Service Telephone Banker
JP Morgan Chase Bank
Albion
11.2008 - 10.2011
- Handled over 100 incoming telephone calls from customers per day.
- Helped customers complete mortgage payments over the phone, provided information to customers about status or issues with their mortgage, helped complete online banking services.
- Provided empathy and possible solutions for customers in tough situations.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
Secretary
Hamlin Beach State Park
Hamlin
05.2005 - 05.2008
- Handled a high volume of customer request, resolved customer complaints and needs in a professional efficient manner.
- Maintained daily report documents, memos and invoices.
- Scheduled reservations and conducted follow-up calls to clients.
- Processing customer payments for facility use over the phone or in person.
- Maintaining a neat/clean highly organized esthetically pleasing office.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Dispatched for Park Police and Park employees.
- Maintaining communication with customers through a variety of means: telephone, fax, email, or in person.
Education
Some College - Childhood Behavior, Business
Monroe Community College
Rochester, NY05-2007
High School Diploma -
Kendall Central School District
Kendall06-2004
Skills
- Friendly
- Positive Attitude
- Dependable
- Responsible
- Excellent Communication
- Early Childhood Development
- Behavioral Knowledge
- Student Engagement
- Positive Reinforcement
- Classroom Organization
- Creativity in Teaching
- Organization Skills
Timeline
Sr. Appointment Coordinator
Rochester Regional Health
09.2024 - Current
Owner of Grain and Grove Market
Myself/Business Partner
10.2018 - 01.2020
Child Care Provider
Jessica Kalpin
02.2018 - 09.2024
Stay-At-Home Parent
Myself
10.2012 - Current
Customer Service Telephone Banker
JP Morgan Chase Bank
11.2008 - 10.2011
Secretary
Hamlin Beach State Park
05.2005 - 05.2008
Some College - Childhood Behavior, Business
Monroe Community College
High School Diploma -
Kendall Central School District