Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Denny Cerrato

Berwyn

Summary

Experienced with operating multi-line switchboards and managing high call volumes. Utilizes comprehensive knowledge of communication protocols to ensure seamless connections and efficient call handling. Strong understanding of customer service principles and importance of maintaining professionalism under pressure.


Overview

19
19
years of professional experience

Work History

Switchboard Operator

Mt. Sinai Hospital
09.2024 - Current
  • Connected callers with appropriate professional, department, or business.
  • Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
  • Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
  • Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
  • Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
  • Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
  • Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
  • Updated company directory regularly, ensuring accurate contact information for all employees and departments.
  • Announced important information and emergency notifications over PA system.
  • Demonstrated flexibility in adjusting work schedule to cover shifts during periods of high call volume or staff shortages, maintaining seamless phone coverage at all times.
  • Contributed to a professional atmosphere by courteously greeting callers and providing helpful assistance.
  • Trained and mentored new PBX operations employees.
  • Received incoming calls and paged individuals and departments over PA system.
  • Collaborated with IT department in identifying opportunities for system improvements or upgrades that would positively impact overall efficiency of switchboard management processes.
  • Promoted security measures by verifying caller identities before granting access to sensitive information or connecting them with key personnel.
  • Go Overhead and call codes directed by a medical doctor, house administrator, or nurse when necessary. (code blue, code yellow, elopement, code heart, code bert, etc.)


Sample Management Technician

IDEXX Laboratories
12.2022 - 12.2023
  • Organized work to meet demanding production goals.
  • Prepared samples for analysis by performing complex sample preparation tasks.
  • Sort animal specimens and place them in its appropriate container or rack for processing and testing.
  • Recorded and tracked items sorted to confirm accuracy.
  • Adhered to laboratory safety procedures to maintain compliance with quality control standards.
  • Assisted scientists by collecting and organizing laboratory data.
  • Cooperated with other technicians to develop and test new protocols.
  • Recorded and analyzed data to produce reports of results.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Labeling vials with the correct patients name and entering data into the computer and placing them in a bin or rack when vials or tubes are ready to be tested from a scientist.
  • Sorting different specimens unto a container and placing them on a cart to have them delivered to the correct department.
  • Performed routine lab and department maintenance to keep area clean and orderly.
  • Cleaned and sterilized tools and equipment to maximize purity of specimens.
  • Completed quality documents and input and saved quality data in appropriate locations.
  • Stored, transported and submitted samples in a cold storage freezer when client sent extra samples to the lab for later use if necessary
  • Wear appropriate PPE at all times to prevent potential exposure to biohazards also know as agents that are known to cause zoonotic diseases, including hazardous chemicals.
  • Prepared reagents, media and solutions to use for laboratory testing and analysis.
  • Use lab equipment such as a centrifuge to spin vials to separate red blood cells, plasma, and platelets. Used a drying chamber to put vials to dry when leakages occur or if a vial comes broken place them into another sample tube with a label for later processing. Used autoclaves to sterilize equipment and supplies once testing was completed or as often as needed. Being able to multitask and do various task at once either can be sitting or standing for long hours during shift.
  • Cross-train in other departments as needed to meet productivity goal.
  • Inspected items for damage or defects before sorting as part of quality control process.

CLINICAL ROBOT ASSOCIATE

Eastridge Workforce Solutions
07.2022 - 12.2022
  • Trouble shoot and collected data while simultaneously providing accurate feedback to engineers
  • On occasion present and educate the public or hospital staff about robot operations
  • Train new employees and hospital staff on how to properly operate a delivery robot
  • Assist and monitor mobile service robots in a hospital environment
  • Install kiosks throughout the hospital and use security cables to lock them in place
  • Train hospital staff on how to properly use them in order to send out or receive items from central supply, mailroom, central telemetry, ER, and ICU
  • Juggled multiple projects and tasks to ensure high quality and timely delivery
  • Demonstrated self-reliance by meeting and exceeding workflow needs
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

BLOOD BANK TECHNICIAN

American Red Cross
02.2022 - 05.2022
  • Prepared and packaged product for courier transport
  • Perform good inventory management practices throughout manufacturing and shipping process.
  • Conduct quality control checks on equipment and order supplies as needed
  • Prioritized workload to meet production and customer needs
  • Completed data entry and used computer programs associated with component production, labeling, storage, and shipping
  • Identify and quarantined products that did not meet quality requirements.
  • Inspect and analyzed products from other departments to meet time and quality standards.
  • Store and distribute blood products according to FDA, CLIA, AABB, and American Red Cross policies and procedures
  • Keep lab facility clean at all times from beginning and end of shift.
  • Assembled tourniquets, needles, and blood collection devices to prepare work trays.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Followed Good Laboratory Practices (GLP) consistently across daily activities and special products.
  • Maintained safe work environment free of unnecessary hazards to protect staff and testing results.
  • Kept supplies organized and well-stocked, requesting more supplies and avoiding unnecessary testing delays.
  • Documented and verified patient information using laboratory information system.
  • Work in a cold to room temperature environment through entirety of shift in order to preserve the life expectancy of blood bag to be used for patients who have anemia, cancer, surgeries, or traumatic injuries. Process returns and store and made sure they are labeled correctly and placed in alphabetical order for later use. Process and label blood bags that expired in a biohazard container with wet ice and have them shipped to Peoria so that they may be discarded or destroyed appropriately.
  • Packaged and shipped blood bags, platelets or frozen plasma to their correct hospital upon request.
  • Fill orders for clients through a computer database, fax, or by phone and have an American Red Cross driver or courier to deliver blood bags, platelets and plasma to client in a timely manner. Made sure that to look at all labels and match them to the correct patient with receipt attached to increase accuracy and prevent errors.

LAB PROCESSOR

Quest Diagnostics
09.2021 - 12.2021
  • Reviewed all data to catch potential lab errors and correct mistakes
  • Maintained lab station and equipment clean to prevent contamination
  • Collected, labeled and stored lab samples according to laboratory specifications
  • Attended lab meetings to participate in boosting productivity, changes within the company, evaluations, or upcoming events
  • Unpack and sort all specimens with its proper paperwork and complete data entry such as patient information, insurance, and doctor's office information
  • Verify and analyze all specimen to make certain everything is properly sealed and aliquot when necessary
  • Dealt with variety of specimen such as Covid-19, infertility, urine testing, blood, aerobic/anerobic culture, std's, and more
  • Wear proper PPE to protect from hazardous spills or fires at all times
  • Use IDA database program to update or enter information as required or necessary
  • Prepare specimens on a tube rack or bin in order to have them properly sent to the proper departments such as hematology, microbiology, serology, cytology, etc
  • Processed 300-600 vials a day to have them ready for testing.

DATA ENTRY SPECIALIST

Veterans Sourcing Group
08.2020 - 08.2021
  • Identified and corrected data entry errors to prevent duplication across systems
  • Reviewed and updated account information in company computer system
  • Proofread and edited documents to correct errors
  • Remained focused for lengthy periods to accurately perform work with adequate speed
  • Reviewed, corrected or deleted data, verifying customer and account information
  • Followed data program techniques and procedures to maintain data entry requirements
  • Maintained database by entering new and updated customer and account information
  • Input new data to test customer and account system changes and upgrades
  • Completed database backups to secure information
  • Responded to daily inquiries and requests within mandated timeframe to meet deadlines
  • Scanned and stored files and records electronically to reduce paper files and secure data.

SCREENER

Employnet
06.2020 - 07.2020
  • Sanitized work area and sterilized equipment and instruments to comply with protocols
  • Screened employees and visitors using specific protocol and non-contact infrared thermometers
  • Acted as site liaison to promote proper hygiene, social distancing and other preventive practices
  • Offered protective masks and face shields to guests
  • Communicated professionally to explain COVID-19 screening procedures to staff members and visitors
  • Worked outdoors in extreme cold or heat to screen incoming visitors for COVID-19 symptoms
  • Monitored health and well-being of clients and reported significant health changes
  • Guarded restricted areas to prevent unauthorized entry
  • Verified photo IDs from vendors and employees to ensure safety of the facility.

CAREGIVER

Young At Heart
06.2019 - 02.2020
  • Observed patients for changes in physical, emotional, mental or behavioral condition and injuries
  • Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges
  • Assisted with meal planning to meet nutritional plans
  • Followed care plan and directions to administer medications
  • Drove clients to shop for groceries, attend doctor appointments and run errands
  • Aided with mobility and independence for disabled individuals and continually monitored safety
  • Followed safe lifting and transferring techniques to transport residents
  • Encouraged residents to participate in activities of daily living to enhance personal dignity
  • Supported bathing, dressing and personal care needs
  • Reported concerns to nurse supervisor to promote optimal care
  • Made beds, swept floors and sanitized surfaces to support activities of daily living.

CASHIER

Hooks Fish & Chicken
01.2017 - 06.2019
  • Trained new team members in cash register operation, stock procedures and customer services
  • Operated cash register or POS system to receive payment by cash, check and credit card
  • Delivered high level of customer service to patrons using active listening and engagement skills
  • Counted and balanced cashier drawers
  • Processed customer payments quickly and returned exact change and receipts
  • Answered phone calls to assist customers with questions and orders
  • Remained aware of surroundings and secured cash to minimize loss potential.

RESIDENT SERVICES ASSOCIATE

Lieberman Management Services
09.2015 - 01.2017
  • Developed and deepened relationships with residents and fellow staff
  • Contacted tenants to collect overdue rent or to discuss other important issues
  • Executed leases with new and returning tenants, collecting pertinent information for background investigations and credit checks
  • Scheduled maintenance calls
  • Completed documents for outside agencies
  • Handled resident complaints and expedited maintenance requests
  • Collected monthly assessments, rental fees, deposits and payments
  • Worked with on-site and remote service providers to support tenants requesting accommodations
  • Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties
  • Coordinated with maintenance and contractors to promote timely turnovers after move-outs
  • Facilitated tenant paperwork processing and verification
  • Investigated and resolved property complaints and violations to foster pleasant living environment for residents
  • Built relationships with service vendors and submitted associated billing statements
  • Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.

SCHEDULER

Alegis Care
05.2015 - 08.2015
  • Scheduled in home health assessments for patients for based on their medical needs
  • Answer company phone, route calls to the appropriate person or department, and take accurate messages
  • Create work schedules by entering them into NextGen and emailing them to provider, nurse, and medical assistants
  • Enter schedule and entering them before end of day so that providers can see their schedules a week in advance
  • Create schedules that match patient/provider to ensure appropriate client coverage and demonstrating the ability to build a strong relationship and trust with our patients
  • Made 80-100 outbound calls a day in a fast-paced environment
  • Worked with several Medicaid/Medicare health insurances such as John Hopkins, United Health Care, Cigna Health Spring, Maryland Physician Care.

PHARMACY TECHNICIAN

CVS Specialty Pharmacy
11.2013 - 02.2015
  • Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits
  • Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies
  • Received written prescription or refill requests, verifying information for completeness and accuracy
  • Prepared and processed medical insurance claim forms and records
  • Established or maintained medications and other patient profiles
  • Accepted payments from customers over the phone by obtaining credit card information and updating it into the computer database.
  • Entered prescription information into computer databases.
  • Counted and labeled prescriptions with correct item and quantity.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Set up and modified patient profiles to include current medications and insurance details.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
  • Work in a warehouse environment with a team to fill prescriptions, place them a package, verify the order make sure that label matches patient and prescription and seal package so that it can be loaded on a UPS truck to have it delivered to patient on time.

FRONT DESK RECEPTIONIST VOLUNTEER

William Spielberger & Associates
01.2012 - 01.2013
  • Answered phone calls, provided information and connected callers to appropriate personnel
  • Handled payment processing and provided customers with receipts and proper bills and change
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
  • Answered office phone and emails to schedule appointments, answer questions and document information
  • Delivered administrative support to lawyer by making copies, sending faxes, organizing documents and rearranging schedule
  • Managed customer complaints and rectified issues to complete satisfaction
  • Maintained daily calendars, set appointments with clients and planned daily office events
  • Processed payments and updated accounts to reflect balance changes
  • Pulled and organized requested documentation
  • Sorted incoming mail and directed to correct personnel each day
  • Determined needs of visitors and provided information or solutions
  • Responded to inquiries and room requests made online, by phone and via email.

CASHIER

Salvation Army Store
05.2011 - 05.2012
  • Processed sales transactions to prevent long customer wait times
  • Accepted cash and credit card payments, issued receipts and provided change
  • Learned roles of other departments to provide coverage and keep store operational
  • Answered customer questions and provided store information
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Delivered high level of customer service to patrons using active listening and engagement skills
  • Discounted purchases by scanning and redeeming coupons
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks
  • Processed refunds for worn, damaged and broken merchandise
  • Directed trash removal and sanitation procedures to keep aisles and register area organized
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
  • Counted cash, made change and stored coupons to keep organized and balanced cash register drawer
  • Calculated pricing, applied discounts and collected payments to process transactions
  • Expedited newly received merchandise to sales floor
  • Followed loss prevention strategies, minimizing theft
  • Walked sales floor and remained aware of customer actions to maintain safe and secure shopping environment.

GUEST SERVICE REPRESENTATIVE

Extended Stay America
02.2011 - 05.2011
  • Responded to guests, including email, telephone and in-person inquiries
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions
  • Greeted arriving guests to provide assistance and facilitate check-ins
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs
  • Provided guest assistance and information regarding local attractions and points of interest
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency
  • Assisted guests in answering questions and completing check-in and check-out processes
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction
  • Checked members and guests in promptly for appointments
  • Conducted transactions, confirming patient information and processing according to standard protocol
  • Shared key hotel information to guests and provided details about pool and restaurants
  • Handled guest requests for additional towels and linens by contacting housekeeping department
  • Answered guest inquiries regarding hotel offerings and services
  • Balanced hotel accounts at end of each shift
  • Completed financial audits on scheduled basis
  • Detailed all policies and procedures, including safety information to guests upon hotel check in.

OFFICE ASSISTANT

Four Season Nails
04.2006 - 02.2011
  • Maintained business records by updating customer information
  • Dispersed incoming mail to correct recipients throughout office
  • Conducted office inventory checks and requested restock of supplies
  • Proofread and corrected correspondence and reports for error-free documentation
  • Operated mail processing equipment and manually sorted mail
  • Answered office phone and emails to schedule appointments, answer questions and document information
  • Sanitized workstations and salon equipment to reduce risk of infection
  • Pre-booked future appointments to increase repeat business
  • Pursued continuing education and training to stay up to date with new trends and techniques
  • Cultivated strong value-added relationships with customers by delivering accurate service and product knowledge to drive earnings
  • Set up workstation and treatment room with products, equipment and supplies to facilitate services
  • Supervised front-end of salon, booked appointments, inventoried sales area and coordinated employee schedules to maximize operations
  • Responded to customer inquiries by phone, email and in person.

Education

Associate of Applied Science - Pharmacy Technician

National College of Health
03.2012

High School Diploma -

Morton West
Berwyn, IL
01-2005

Skills

  • Research and Data Analysis
  • Microsoft Office Suite
  • Data Entry and Database Software
  • Technical Troubleshooting
  • Troubleshooting Network Issues
  • Call Center Operations
  • Telephone operations
  • Operating switchboards
  • Clerical support
  • Managing phone systems
  • Telecommunications
  • Paging systems
  • 50 wpm Typing Speed
  • Scheduling appointments

Languages

Spanish
English

Timeline

Switchboard Operator

Mt. Sinai Hospital
09.2024 - Current

Sample Management Technician

IDEXX Laboratories
12.2022 - 12.2023

CLINICAL ROBOT ASSOCIATE

Eastridge Workforce Solutions
07.2022 - 12.2022

BLOOD BANK TECHNICIAN

American Red Cross
02.2022 - 05.2022

LAB PROCESSOR

Quest Diagnostics
09.2021 - 12.2021

DATA ENTRY SPECIALIST

Veterans Sourcing Group
08.2020 - 08.2021

SCREENER

Employnet
06.2020 - 07.2020

CAREGIVER

Young At Heart
06.2019 - 02.2020

CASHIER

Hooks Fish & Chicken
01.2017 - 06.2019

RESIDENT SERVICES ASSOCIATE

Lieberman Management Services
09.2015 - 01.2017

SCHEDULER

Alegis Care
05.2015 - 08.2015

PHARMACY TECHNICIAN

CVS Specialty Pharmacy
11.2013 - 02.2015

FRONT DESK RECEPTIONIST VOLUNTEER

William Spielberger & Associates
01.2012 - 01.2013

CASHIER

Salvation Army Store
05.2011 - 05.2012

GUEST SERVICE REPRESENTATIVE

Extended Stay America
02.2011 - 05.2011

OFFICE ASSISTANT

Four Season Nails
04.2006 - 02.2011

Associate of Applied Science - Pharmacy Technician

National College of Health

High School Diploma -

Morton West

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Denny Cerrato