• Greet and assist guests entering the emergency room and other areas of the hospital. Provide directions and escort guests to their destination.• Ensure guests are comfortable in waiting areas and patient rooms. • Assist guests with questions and concerns. Follow up with the appropriate team to resolve issues.• Part of the H.E.R.T (Hurricane Emergency Response Team) during hurricane Irma, Sept. 2017

• Managed multiple telecommunication software dispatch systems to include system issues and enhancements.• Researched processes by shadowing field technicians, testers and dispatchers. Compiled data and performed root causes analysis on major outages. Provided detailed reports to management. • Implemented new procedures from beginning to end. Created training modules, instructed employees in a classroom setting and via conferencing on new processes across multiple levels of management.• Improved ticketing and dispatch processes. Increased productivity. Reduced costs by lowering the number of field dispatches.• Developed macros to auto-close major outages, saving the company in overtime.

• Developed and updated 48 job aids on methods and procedures. Posted material on company website. Reviewed training with employees and managers.• Insured all Critical Date and Force Management analysts across three dispatch centers were trained on dispatch and screener processes with the integration of the National Central Office Dispatch Center and the Special Services Operation Center.• Worked with National Staff to create detailed training modules specifically for the field supervisors on utilizing the ticketing and dispatch software, Work Force Management (WFM) and updating the Sprint Callout System (SCS). Created spreadsheets to track training progression, and scheduled the on line classes. Created an on-line tables guide to save field supervisors time in location data needed to run WFM system.

• Created training material, power points and job aids for NCODC and SSO.• Instructed classes in WFM, ARBS, CIRAS, RIDE, SOE, major outages and other main-frame systems. Trained new employees. Assigned as interim supervisor when needed.• Worked with National Staff to create and update center procedures.• Provided direct support for an average of 30 business and central office technicians. Prioritized and delegated provisioning and maintenance tasks between technician and associated departments.• Analyzed data on trouble tickets and major outages. Provided detailed report recommendations to improve processes.

• Provided leadership, development and direction to 34 combined company associates • Monitored daily activities of callout associates, workload assignments, training and guidance.

• Documented care provided to clients, to include vital signs, input-output as directed per patient care plan.• Documented and reported any changes in the client’s condition.• Assisted clients with ambulation, toiletry and personal hygiene as directed.• Prepared meals, provided light housekeeping and grocery shopping.• Maintained CNA credentials as required per State and company guidelines.

• Documented care provided to clients, as directed per patient care plan.• Documented and reported any changes in the client’s condition.• Assisted clients with ambulation, toiletry and personal hygiene as directed. • Prepared meals, provided light housekeeping and grocery shopping.• Maintained HHA credentials as required per State and company guidelines.