Tiara Routh
Customer Service Clerk
District Heights,MD
Summary
Experienced healthcare support professional with a background in administrative coordination, direct patient interaction, and customer service in fast-paced settings. Currently contributing to clinical operations and family care at Children's National Hospital. Recognized for maintaining composure under pressure and fostering therapeutic communication. CPR/AED certified and pursuing an associate degree in Psychology with a focus on child development and mental health. Demonstrated proficiency in assisting with activities of daily living (ADLs), observing behavioral changes, and providing empathetic support to clinical staff.
Overview
10
10
years of professional experience
2027
2027
years of post-secondary education
6
6
Certifications
Work History
Communications Specialist – Welcome Desk
Children’s National Hospital
09.2024 - Current
- Serve as a primary point of contact for pediatric patients and their families in a high-volume hospital environment.
- Collaborate with nursing and security staff to monitor patient safety and behavioral needs.
- Utilize Cerner to verify appointments, check patient records, and ensure smooth clinical workflows.
- Manage visitor access using Easy Lobby and reinforce hospital access and safety protocols.
- Provide empathetic redirection and guidance to distressed families and patients.
- Support the unit by reinforcing positive family interactions and maintaining confidentiality.
Beauty Advisor (Part-Time)
Sephora
09.2022 - Current
- Built rapport with clients, many of whom were navigating physical or emotional insecurities.
- Offered skin and wellness recommendations with compassion and tact.
- Maintained high hygiene standards in workspaces and tools.
Green Zone Environmental Program Manager
Department of Energy and Environment
06.2015 - 08.2023
- Supervised over 25 youth workers and led educational initiatives on sustainability and community wellness.
- Organized and led workshops on public health, safety, and environmental care.
- Produced official reports, tracked progress metrics, and supported internal operations.
Call Center Supervisor
FEMA (via The Midtown Group)
09.2021 - 01.2023
- Led a team of 45 call agents supporting individuals in disaster recovery situations.
- Oversaw data accuracy, compliance, and emotional support response.
- Handled sensitive personal information and maintained calm during crisis calls.
Customer Service Representative
TJ Maxx
03.2015 - 04.2017
- Delivered frontline customer support and resolved escalated concerns with empathy and speed.
- Handled busy foot traffic and supported team operations in a fast-paced retail environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Arts - Psychology
Prince George’s Community College
Largo, MDBachelor’s Degree - Psychology
University of Maryland Global Campus
High School Diploma - undefined
Largo Senior High School
Upper Marlboro, MDSkills
- Pediatric Patient & Family Support
- Therapeutic Communication & De-escalation
- Behavioral Cue Recognition & Response
- Electronic Medical Records (Cerner)
- Visitor Management (Easy Lobby)
- Microsoft Office 365 & Secure Data Entry
- Infection Control & Cleanliness Protocols
- Team-Based Collaboration with Nurses & Clinical Staff
Certification
Basic Life Support (BLS/CPR-AED), American Heart Association, 2024
Timeline
Communications Specialist – Welcome Desk
Children’s National Hospital
09.2024 - Current
Beauty Advisor (Part-Time)
Sephora
09.2022 - Current
Call Center Supervisor
FEMA (via The Midtown Group)
09.2021 - 01.2023
Green Zone Environmental Program Manager
Department of Energy and Environment
06.2015 - 08.2023
Customer Service Representative
TJ Maxx
03.2015 - 04.2017
Bachelor’s Degree - Psychology
University of Maryland Global Campus
High School Diploma - undefined
Largo Senior High School
Associate of Arts - Psychology
Prince George’s Community College
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