Catherine Shea
Saint Charles
Summary
Dynamic professional with extensive experience at Mayo Clinic, excelling in customer service and crisis management. Proven ability to navigate complex situations while maintaining confidentiality and building relationships. Skilled in telephone switchboard operation and effective communication, consistently delivering exceptional support and enhancing team collaboration to achieve organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Telephone Operator
Mayo Clinic
Rochester
10.2023 - Current
- Handled incoming and outgoing calls according to standard operating procedures.
- Updated and maintained personal copy of staff directory and other resources to verify accurate dispensing of information.
- Answered incoming calls and directed them to appropriate departments or personnel.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Communicated effectively with other departments regarding customer concerns.
- Greeted visitors or callers to handle inquiries or direct to appropriate persons.
- Greeted callers warmly and asked how they could be assisted.
- Navigated multiple computer systems simultaneously while speaking with customers on the phone.
- Took messages from callers and accurately relayed details to intended staff.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Operated telephone switchboard and routed calls to correct destination.
- Followed through with customers until their issue was resolved satisfactorily.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
Security Officer
Mayo Clinic
Rochester
10.2020 - 10.2023
- Adhered to daily patrol schedules to support consistent security presence throughout property.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Monitored building and property entrances and exits to detect intrusions and protect assets.
- Documented security-related situations and submitted in-depth reports to superiors.
- Investigated all reported incidents of theft or vandalism on premises.
- Monitored CCTV systems to ensure safety and security of premises.
- Enforced access control measures in accordance with established procedures.
- Provided escorts for visitors as needed throughout the facility.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Warned persons of rule infractions or violations and evicted violators from premises.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Detected emergency situations through keen listening and close observation to respond appropriately to alarms.
- Reported safety hazards for remediation response.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Warned violators of rule infractions and expelled people continuously engaging in suspicious or criminal acts.
- Maintained accurate logs of all security related activities.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Adhered to post orders while maintaining a visible presence around the property.
- Explained security protocols to employees and guests to promote readiness for emergency situations.
- Administered first aid for minor medical situations and contacted paramedics for medical emergencies.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Warned violators of rule infractions and escorted unauthorized persons off premises.
- Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
- Responded to alarms and conducted investigations as required.
- Monitored premises and recorded activity in daily officer reports.
- Monitored security cameras to identify and respond to suspicious activity.
- Completed incident reports to record security or loss prevention incidents.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Wrote reports outlining thefts, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
- Escorted individuals requiring personal protection to provide safe transport to specified locations.
- Observed patrons and customers to quickly address security situations.
- Identified suspicious activity to determine appropriate response.
- Coordinated with law enforcement and emergency responders during incidents and emergencies.
- Provided friendly and professional assistance to employees, visitors and customers.
- Secured personnel and premises by inspecting buildings and patrolling property.
- Performed first aid and CPR when necessary during emergency situations.
- Checked for safety hazards and took corrective action when necessary.
- Maintained high levels of alertness throughout shifts.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked effectively in team environments to make the workplace more productive.
Mail Carrier
United States Post Office
Rochester
04.2014 - 07.2020
- Delivered mail to residents and business within assigned area.
- Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.
- Reported any damaged or missing mail items to supervisor immediately.
- Routed all classes of mail in sequence of delivery along established route.
- Ensured compliance with federal laws related to privacy protection.
- Observed road rules, weather, and road conditions and other factors to maintain safe driving record.
- Verified accuracy of addresses before delivering packages.
- Assisted other carriers with their routes as needed during peak periods.
- Operated a vehicle in accordance with safety regulations.
- Scanned packages for delivery tracking.
- Sorted mail to be delivered according to route and customer address.
- Recorded address changes to redirect mail for residences or businesses.
- Performed regular maintenance checks on assigned vehicle.
- Assisted customers by lifting heavy packages and placing parcels by front door or garage.
- Kept up-to-date knowledge of postal rates, regulations, and procedures.
- Checked incoming mail for proper postage and correct names and addresses.
- Sorted mail for delivery, arranging mail in delivery sequence.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Used road maps or GPS to verify routes and designated addresses.
- Delivered various types of mail on routes according to strict timelines.
- Provided change-of-address cards and other postal forms upon customer request.
- Conducted regular check-ins with supervisors throughout the day.
- Collected signatures from recipients of registered mail items.
- Provided friendly customer service at all times while delivering mail.
- Delivered packages and letters to residential customers.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
High School Diploma -
Lourdes High School
Rochester, MN06-1995
Some College (No Degree) - Physical Education
St. Cloud State University
St. Cloud, MNSkills
- Telephone switchboard operation
- Call routing
- Customer service
- Information verification
- Confidentiality management
- Relationship building
- Excellent communication
- Professionalism
- Professional communication
- Customer support
- Multitasking
- Computer navigation
- Effective communication
- CCTV monitoring
- Incident reporting
- Emergency response
- Security enforcement
- Safety protocols
- Risk assessment
- Team collaboration
- Conflict resolution
- Attention to detail
- First aid administration
- Investigative skills
- Visitor management
- High level of integrity
- Conflict de-escalation
- Quick response time
- Grounds patrol
- Crisis management
- Metal detector operation
- Bomb threat procedures
- Emergency security
- Crisis intervention
- Attentive and observant
- Postal Service Policies
- Mail collection
- Driving Skills
- Postal Regulations Compliance
- First Aid/CPR
- Physical strength
Certification
- First Aid and CPR trained
- Weapons Training, AVADE, De-Escalation Tatics
Timeline
Telephone Operator
Mayo Clinic
10.2023 - Current
Security Officer
Mayo Clinic
10.2020 - 10.2023
Mail Carrier
United States Post Office
04.2014 - 07.2020
High School Diploma -
Lourdes High School
Some College (No Degree) - Physical Education
St. Cloud State University
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