PROFESSIONAL PROFILE

Striving to work in an environment of world-class enterprise leaders and an engaged, highly motivated, and capable workforce with a results oriented performance culture. EDUCATION

Medical Assistant, Kaplan College, 03/2013

High School Diploma, General High School, 05/2008

CERTIFICATIONS

CPR/AED Program, Gulf Coast Medical Center, 08/2014-08/2016 KNOWLEDGE/SKILLS/ABILITIES

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others; ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.

• Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Ensuring sale integrity.

• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions. QUALIFICATIONS

• Possesses emotional intelligence and maturity to remain cool, calm and collected no matter what.

• Ability to adjust communication styles to the skill level and commitment of others in any given situation.

• Ability to constantly make difficult decisions and take necessary risks to achieve great things.

• Understands the importance of showing genuine concern, support and compassion for those who are in need.

• Manages difficult or emotional customer situations; responds promptly to employee/client needs.

• Fosters team cooperation; defines team roles and responsibilities; supports group problem solving; ensures progress.

• Develops workable implementation plans; communicates changes effectively; overcomes resistance.

• Amazing charismatic skills in influencing the work team and corporate decision makers.

• Creative and innovative business approach.

• Good understanding of promotion techniques and the use of social media to improve sales promotions.

• Exceptional relationship management skills targeted at ensuring teamwork.

• I can analyze customer needs and present value-added solutions; make recommendations.

• Serve as a point of contact between employees and Benefits Administrator for any special paperwork requested to complete enrollment.

• Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence.

• Proficient in Microsoft Suite: Word, Excel, Access, PowerPoint, Outlook, Windows XP, and Internet. WORK EXPERIENCE

Kelly Services, Nashville, TN, 06/2019-Present

CUSTOMER SERVICE REPRESENTATIVE

Answers customer/client requests or inquiries concerning services, products, billing, equipment, products, and merchandise. Responsible for improving customer retention through programs and service provided to the customer. Utilizes mechanized systems to initiate and complete service orders and handle customer requests. Continually maintain working knowledge of all company products, services and promotions. Make recommendations according to customer's needs. Utilize operational systems to process purchases of products and services; i.e. collections, payments for bills and accessories. Answers inbound calls to deliver world class customer service by building customer satisfaction & loyalty. First call resolution of customer issues/inquiries by identifying the best solution and utilizing all resources, tools and technology provided by the client and contact center. Enhance the customer experience by staying abreast of services and policy changes in order to provide correct information. Troubleshooting non-functional products, including desktop software. Processing product returns and handling a wide variety of customer inquiries. Responding to customer e-mails within company structure and guidelines. Adding to and improving knowledge base content to improve customer and employee self-service. Educating customers by adding value to calls and e-mails with regard to additional services, new products, and training opportunities. General Dynamics, Panama City, FL, 07/2016-11/2016 CUSTOMER SERVICE REPRESENTATIVE

Receive inbound calls from applicants and reviewing applications over the internet through a system portal to get approved for financing. Process applications for, changes to, reinstatement of, and cancellation of insurance policies. Duties include reviewing insurance applications to ensure that all questions have been answered, compiling data on insurance policy changes, changing policy records to conform to insured party's specifications, compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, canceling insurance policies as requested by agents, and verifying the accuracy of insurance company records. Create contracts for customer accounts; Provide excellent customer service during each interaction. Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Review customer's account every month through accounts receivable and solve all identified issues. Efficiently process customer furniture applications; call customer to schedule payment arrangements. Develop and maintain customer relations and key accounts; Research, identify and implement continuous improvement. Identify continuously opportunities for growth and improvement in existing accounts. Provide ability to maintain business volume from existing accounts. Interface daily with internal partners in accounting, new business, and collections divisions to exceed customer service expectations. Perform account and service origination and maintenance as well as responding to customer inquiries by telephone and in person. Make sound decisions including making on-the-spot decisions regarding customer accounts; weighing customer satisfaction issues with the company exposure to loss or fraud and the ability to think through and rationalize decisions. Wyndham Vacation Resorts, Panama, Provincia de Panama, 03/2015-07/2016 COMMON AREA ATTENDANT

Acknowledges and greets guests in public spaces with a warm, friendly greeting. Reviews daily inventory of rooms, arrivals and departures. Reviews daily inventory of supplies needed to complete the assignments for the day. Cleaning of hotel rooms/ condos including: dusting, vacuuming, changing bed linens, cleaning bathrooms, kitchen area, lobby and common areas. Perform quality cleaning to meet required standards within set time limits. Comply with all resort safety guidelines. Pick up ground litter around hotel or whatever visible. May perform similar duties as requested by supervisor. Responsible for floor maintenance and cleanliness on a daily basis, including dust mopping, damp mopping and burnishing (where appropriate). Responsible for cleanliness and maintenance of all rest rooms, show windows, fitting rooms, back room. Remedy Staffing, Panama City, FL, 01/2014-03/2015

PRODUCTION TECHNICIAN

Observe machine operations to ensure quality and conformity of filled or packaged products to standards. Adjust machine components and machine tension and pressure according to size or processing angle of product. Tend or operate machine that packages product. Remove finished packaged items from machine and separate rejected items. Regulate machine flow, speed, or temperature. Stop or reset machines when malfunctions occur, clear machine jams, and report malfunctions to a supervisor. Secure finished packaged items by hand tying, sewing, gluing, stapling, or attaching fastener. Stock and sort product for packaging or filling machine operation, and replenish packaging supplies, such as wrapping paper, plastic sheet, boxes, cartons, glue, ink, or labels. Inspect and remove defective products and packaging material. Clean and remove damaged or otherwise inferior materials to prepare raw products for processing. Sort, grade, weigh, and inspect products, verifying and adjusting product weight or measurement to meet specifications. Clean, oil, and make minor adjustments or repairs to machinery and equipment, such as opening valves or setting guides. Monitor the production line, watching for problems such as pile-ups, jams, or glue that isn't sticking properly. Stack finished packaged items, or wraps protective material around each item and packs the items in cartons or containers. Physicians Medical Center, Jacksonville, FL, 12/2012-04/2013 MEDICAL ASSISTANT (MA)

Assists with direct patient care procedures and related tasks; checks in patients, assists in obtaining patient histories, takes vital signs, prepares charts, and assists with medical examinations. Responsible for assisting clients with personal hygiene skills and tasks, including assisting with bathroom responsibilities, ensuring clients complete shaving, brushing teeth, bathing/showering, shampooing, and dressing appropriately. Performs routine specialized procedures, such as venipuncture, catheterization, and sterile dressing changes under established protocols. Maintains stocks of medicines and medical supplies as necessary. Educates and advises patients on specified medical issues within established parameters. May perform specialized procedures, such as urinary catheterization, phlebotomy and simple wound care, under strict protocol and procedural guidelines. May coordinate office activities and perform a range of accounting and administrative functions. Practices safety, environmental, and/or infection control methods. Krystal Company, Jacksonville, FL, 03/2012-01/2013 CASHIER

Greets all customers politely when they enter the restaurant. Records customer orders, both at the counter and at the drive- through (if applicable). Transfers orders to the kitchen to ensure their preparation. Monitors orders and ensures their prompt delivery. Helps cook food and otherwise works in the kitchen, when necessary. Up-sells in-store promotions, when applicable. Listens to and resolves customer complaints, suggestions, and inquiries. Keeps the counter and dining area neat and clean; sweeps and mops the floor regularly. Restocks napkins, straws, lids, and other supplies in the dining area. Tallies orders served and amount of cash received. Inventories supplies and goods with supervising manager, when necessary. Takes money from customers and provides correct change. Processes credit card and debit card transactions. Keeps track of a cash drawer and ensures it is balanced at the end of the shift. Kelly Services (Sunnyland Farms), Albany, GA, 10/2008-12/2011 PRODUCTION TECHNICIAN

Supervises and coordinates activities of workers engaged in packaging products and materials for storage or shipment: Studies production order to ascertain type and quantity of product, containers to be used, and other packaging requirements. Inspects products prior to packaging and returns rejected products to production departments. Observes packaging operations and inspects containers to verify conformance to specifications. Starts, repairs packaging machinery, or notifies maintenance department. Trains workers in operation of equipment. Requisitions containers and other supplies for delivery to work stations. Observe machine operations to ensure quality and conformity of filled or packaged products to standards. Adjust machine components and machine tension and pressure according to size or processing angle of product. Tend or operate machine that packages product. Remove finished packaged items from machine and separate rejected items. Regulate machine flow, speed, or temperature. Stop or reset machines when malfunctions occur, clear machine jams, and report malfunctions to a supervisor.