Summary
Overview
Work History
Education
Skills
Timeline
Generic

William Wilson

Rochester,MN

Summary

As a fast learner I pick up things quickly. I am very motivated and have a passion to work with people! Customer service industry has been a passion for most of my life. I always want to help wherever needed. In my previous role I was a preceptor for the new hires and i enjoyed teaching them the role as an Endoscopy Technician II. Driven individual with passion for healthcare and 3.5 years as Endoscopy Technician. Highly organized with exceptional customer service skills.

Overview

20
20
years of professional experience

Work History

Service Manager

HyVee Foods
01.2022 - Current
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.

Endoscopy Technician II

Mayo Clinic Hospital
08.2019 - 01.2022
  • Clean and sterilize endoscopes, forceps, snares and other tools and equipment following established infection control procedures.
  • Efficiently set-up and tore down procedure rooms in preparation for upcoming procedures.
  • Assisted with transportation of scopes for repairs and maintenance.
  • Supported physicians and nursing staff during procedures.
  • Ambulated and assisted patients before and after procedures.
  • Prepared patients for procedures by measuring vital statistics and applying necessary monitoring equipment.
  • Assisted physicians and nursing staff with various tasks and responsibilities during procedures.
  • Ensured HIPAA compliance.
  • Generate and complete daily sterilization, endo flush, and endoscopy scope logs.
  • Facilitated patient discharge by preparing equipment, educational materials, and pharmaceutical supplies.
  • Prepared patients for procedures to assist doctors, nurses and support staff.
  • Set up endoscopy suites with equipment and supplies needed for procedures.
  • Kept detailed track of inventory levels and placed orders for new supplies.
  • Clean and sterilize endoscopes, forceps, snares and other tools and equipment following established infection control procedures

Billing representative/Customer service

Charter Communications
05.2011 - 01.2016
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Defused volatile customer situations calmly and courteously.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Update scheduling of technicians for jobs throughout the week, as well as any reschedules or cancellations.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Coordinated with intermediate parties to obtain payments and resolve issues.
  • Reviewed and solved account and billing discrepancies.
  • Assessed accounts for payment status and reached out to customers.

Supervisor of Operations

Air Quality Solutions
09.2003 - 04.2011
  • Helped build and review master service agreements for work eligibility.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Supervised 6-10 employees and their daily roles within their job titles.

Education

GED -

Triton Sr High School
Dodge Center, MN
06.1997

Skills

  • BLS Certified
  • Customer service oriented
  • Previous preceptor to new hires and current staff
  • Former Practice and values committee chairperson

Timeline

Service Manager

HyVee Foods
01.2022 - Current

Endoscopy Technician II

Mayo Clinic Hospital
08.2019 - 01.2022

Billing representative/Customer service

Charter Communications
05.2011 - 01.2016

Supervisor of Operations

Air Quality Solutions
09.2003 - 04.2011

GED -

Triton Sr High School

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William Wilson