Summary
Overview
Work History
Education
Skills
Timeline
Lydia Carlton

Lydia Carlton

Ypsilanti,MI

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience

Work History

Guest Service Specialist

University Of Michigan
Ann Arbor , MI
07.2007 - Current
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Run reports detailing daily patient appointments, and surgeries.
  • Assisted guests by furnishing information and directions to appointments, gift shop and dining areas.
  • Oversee fast-paced front desk operations and guests' needs at busy facility.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Train new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Resolved customer problems and complaints.
  • Maintained confidentiality of information regarding clients and company.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Answered central telephone system and directed calls accordingly.
  • Confirmed appointments, communicated with clients and updated client records.

Security Guest Services Specialist

University Of Michigan
Ann Arbor, MI
07.2006 - 07.2007
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Ran reports detailing daily for patients appointments and surgeries.
  • Assisted guests by furnishing information and directions to appointment and other locations in facility.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication Provided guest relations functions and security screening and are the first contact for staff, patients, families and visitors. Facilitate a safe environment for patients, families and visitors, providing service beyond expectations. Anticipated customer needs and use my problem solving skills to find constructive solutions to difficult situations. Handle protected health information with confidentiality and discretion. Communicated with community members verbally, by phone and emailskills.

Education

BBA - Business Administration

Cleary University, Ann Arbor, MI
12.2018

Associate of Science - Business Administration

Cleary University, Ann Arbor, MI
12.2011

Skills

  • Following Up with Patients
  • Customer Service
  • Customer Service Process Improvement
  • Patient Registration
  • Verbal and Written Communication
  • Vendor Coordination
  • Vendor Liaising
  • Skilled in Microsoft Office
  • Guest Service and Assistance
  • Computer Skills
  • Telephone Reception
  • Arranging Transportation
  • Customer Experience

Timeline

Guest Service Specialist - University Of Michigan
07.2007 - Current
Security Guest Services Specialist - University Of Michigan
07.2006 - 07.2007
Cleary University - BBA, Business Administration
Cleary University - Associate of Science, Business Administration

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Lydia Carlton