Yolanda Southern
Charlotte,NC
Summary
Healthcare Administrator with a proven track record of delivering exemplary healthcare service to patients. Experienced in coordinating the admission and discharge process, as well as planning and implementing strategies for improved healthcare management. Recognized as a problem solver and excellent communicator, with strong organizational skills and a superb understanding of data collection and performance metrics. Highly regarded for staff development, leading to the formation of high-performing teams.
Overview
9
9
years of professional experience
Work History
Care Coordinator II
One Call Medical
07.2021 - 07.2024
- Built strong relationships with clients to deliver emotional support and companionship.
- Supported patient care excellence via planning and interpretation of programs.
- Used company software and databases to maintain records of services performed and patient conditions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Updated and maintained customer information, documents and records.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy of data entered into system to produce error-free reports.
- Scheduled and confirmed appointments and meetings for senior management team.
- Entered daily data in computer systems and documented office activities.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Scheduled appointments for customers in person or over telephone.
- Assessed customer needs and responded to customer emails and calls.
Customer Service Representative
Global Response
03.2019 - 03.2021
- Utilized customer service software to manage interactions and track customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Processed 50 or more customer service orders promptly to increase customer satisfaction.
- Answered 50 or more customer calls with minimal wait times.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Casino Supervisor
Winner's Choice Casino
01.2016 - 03.2020
- Monitored gaming operations continuously to check on dealers and players.
- Interviewed, hired and trained new gambling floor workers.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Oversaw expenses, budget estimates and accounts for $250,000 per year operation.
- Identified and removed players suspected of cheating in cards or other games.
- Interpreted and enforced rules for gameplay and betting limits.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Coordinated staff schedules, rotations and breaks.
- Stayed current on changing tricks and techniques used by players of each game.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Monitored expenses, budgets and accounts to identify discrepancies.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
- Stayed current on games offered at establishment, as well as ever-changing techniques used by cheaters.
Education
Associate of Arts - Business Administration
Southeastern Community College
Whiteville, NC06.2014
High School Diploma -
South Robeson High School
Rowland, NC05.2002
Skills
- Case Management
- Microsoft Outlook
- Microsoft Office
- Medical Terminology
- Care Planning
- Microsoft Excel
- Scheduling
- Coordination
- Customer Service
- Data Entry
- File Management
- Customer Service-Oriented
- Independent worker
- Filing and data archiving
- Data Processing
- Document Scanning
- Document processing
Timeline
Care Coordinator II
One Call Medical
07.2021 - 07.2024
Customer Service Representative
Global Response
03.2019 - 03.2021
Casino Supervisor
Winner's Choice Casino
01.2016 - 03.2020
Associate of Arts - Business Administration
Southeastern Community College
High School Diploma -
South Robeson High School