Vanessa Fenelus
Orlando,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Hospital Operator
Orlando Health
02.2023 - Current
- Transfers callers to correct room, department or individual with a warm handoff
- Operate specialized computer systems/consoles to facilitate the rapid processing of messages, work orders and services requests
- Ability to read, interpret and follow processes, policies and procedures and other related documents
- Dispatches appropriate personnel by radio or paging system
- Delivers appropriate pages to physicians, on-call personnel and other Orlando Health employees as needed.
- Supported management decision-making by compiling operational and production data into daily logs.
- Utilized advanced phone systems proficiently for optimized call handling, reducing wait times for callers.
- Kept detailed logs of all incoming and outgoing telephone communications as required by hospital protocols.
- Streamlined communication between hospital staff by promptly relaying important messages and updates.
- Facilitated smooth patient admissions by gathering necessary information and coordinating with relevant departments.
- Handled emergency calls calmly and effectively, providing swift assistance during critical situations.
- Collaborated with various departments to ensure seamless coordination of hospital activities, promoting better patient care delivery.
- Maintained confidentiality of sensitive patient information, adhering strictly to HIPAA guidelines while performing operator duties.
- Enhanced patient satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Reported operational deficiencies to supervisor and maintenance personnel.
- Assisted in maintaining accurate records, contributing to efficient hospital administration and data management.
- Managed high call volumes with professionalism, ensuring timely responses to inquiries from patients and staff members.
- Verified documentation and work order requirements.
- Prioritized urgent requests appropriately while managing routine calls simultaneously, maintaining composure under pressure.
- Coordinated paging services effectively for staff members requiring immediate attention or assistance during their shifts.
- Provided exceptional customer service to patients and visitors, fostering a welcoming atmosphere within the hospital setting.
- Participated in training sessions for new operators as needed, sharing knowledge and expertise within the team.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Gathered customer information and promptly input data into computer system.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Reviewed customer feedback to determine strategies for improving customer service.
Health Administrative Intern
Orlando Health Cancer Institute
08.2023 - 12.2023
- Handled sensitive situations with diplomacy when dealing with distressed patients or family members experiencing challenging circumstances.
- Collaborated with interdisciplinary teams to improve communication and coordination within the organization.
- Promoted a positive work environment by fostering collaboration, open communication, and mutual respect among administrative team members.
- Contributed to marketing initiatives by creating promotional materials highlighting the facility''s services and achievements within the community.
- Aided in the development of training materials for staff members to enhance their skills and knowledge in healthcare administration.
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information, ensuring confidentiality at all times.
Fraud Investigator
Cardworks Servicing
08.2021 - 02.2023
- Administered Card holder's accounts with any blocks after a card is lost, remove blocks on their account
- Collaborated with the collections department to assist with delinquent accounts and educating cardholders on the status of their account
- Deescalated calls and knowing how to communicate clearly to cardholders who were not satisfied with the services.
- Completed investigations thoroughly by contacting merchants and researching cardholder previous merchant history.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Developed strong relationships with external partners, including banks, credit bureaus, and other relevant organizations for improved collaboration in combating fraud.
- Kept current with industry best practices and attended professional development events to maintain expertise in fraud investigation techniques.
- Monitored account activity in real-time for early detection and swift resolution of potential issues before they escalated into significant losses for the organization.
- Evaluated performance metrics regularly to adjust anti-fraud strategies as necessary based on emerging trends or advances in technology.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Guest Service Agent
Loews Hotels & Co
11.2017 - 08.2021
- Operates PC based console system with multiple telephone line capacity
- Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry, valet, security, star service, or any other services
- Gives callers accurate and precise directions to several locations related to hotel property and surrounding area
- Maintains directory of current activities including but not limited to character dining, recreation, spa, and children's camp
- Serves as communication liaison during Emergency Procedures.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Ensured compliance with all safety regulations by conducting regular walkthroughs of public spaces within the hotel.
Education
Master’s degree - Health Administration
University of Central Florida
Orlando, FL05.2024
Bachelor of Arts - Public Administration
University of Central Florida
Orlando, FL12.2021
Associate in Arts (AA) -
Valencia College
Orlando, FL07.2019
Skills
- Clear Communication
- Greeting customers
- Professional Communication
- Client Service
- Computer Skills
- Emergency Response
- Customer Service
- Attention to Detail
- Critical Thinking
- Team Collaboration
- Active Listening
- Decision-Making
- Customer Support
- Relationship Building
- Data Entry
- Emergency Situation Response
- Interpersonal Communication
- Telephone Etiquette
- Customer database management
- Records Maintenance
- MS Office
- Telecommunications
- Typing Skills
- Appointment Scheduling
Timeline
Health Administrative Intern
Orlando Health Cancer Institute
08.2023 - 12.2023
Hospital Operator
Orlando Health
02.2023 - Current
Fraud Investigator
Cardworks Servicing
08.2021 - 02.2023
Guest Service Agent
Loews Hotels & Co
11.2017 - 08.2021
Master’s degree - Health Administration
University of Central Florida
Bachelor of Arts - Public Administration
University of Central Florida
Associate in Arts (AA) -
Valencia College
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