Vivian N. Lovick
Tampa,FL
Summary
Adept at transforming challenges into solutions, I leveraged my role at Baycare Health Systems to enhance service quality and customer satisfaction. My expertise in complaint resolution and continuous improvement, coupled with a talent for mentoring, drove significant performance enhancements. Skilled in both conflict management and effective communication, I consistently deliver results that exceed expectations.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Baycare Health Systems, St. Joseph Hospital
Tampa, FL
09.2015 - 08.2024
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Registered Nurse
Salem Enterprise Solutions LLC / United Insurance
Tampa, FL
09.2017 - 08.2021
- Coordinated with healthcare team to establish, enact and evaluate patient care plans.
- Coordinated care with physicians and other clinical staff to prepare for treatment, carry out interventions and enhance continuum of care.
- Interpreted and evaluated diagnostic tests to identify and assess patient's condition.
- Assessed and monitored patient health conditions, including vital signs such as temperature, pulse rate and blood pressure.
- Referred patients to specialized health resources or community agencies to furnish additional assistance.
- Advocated for patients by supporting and respecting basic rights, values, and beliefs.
- Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
Education
Associate of Applied Science - Registered Nurse
Fortis College
Tampa, FL12-2010
Skills
- Complaint resolution
- Training and mentoring
- Metric tracking
- Staffing coordination
- Cross-functional collaboration
- Persuasive
- Team building
- Skilled multi-tasker
- MS office
- Conflict management
- Problem-solving
- Conflict resolution techniques
- Effective workflow management
- Feedback collection
- Positive and constructive feedback
- Verbal and written communication
- Continuous improvement
- Exceptional telephone etiquette
- Call center operations
- Skilled trainer
- New hire training
- Call center management
- Regulatory compliance
- Performance evaluations
- Personnel training and development
- Excellent time management skills
- Report preparation
- Account authorizations
Accomplishments
- United States Army 7 years Honorable Discharge
- Registered Nurse 14 years
- Licensed Practical Nurse 18 years
- Certification in Basic Life Support - 2 years
- Certification in Crisis Prevention Intervention - 2 years
Timeline
Registered Nurse
Salem Enterprise Solutions LLC / United Insurance
09.2017 - 08.2021
Customer Service Manager
Baycare Health Systems, St. Joseph Hospital
09.2015 - 08.2024
Associate of Applied Science - Registered Nurse
Fortis College
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