Leader, customer service

T I ERA J ADE SLAUGHTER

**** * **. #***, *******, Colorado 81429 801-***-**** adt2zq@r.postjobfree.com PROFESSIONAL SUMMARY

Dedicated leader with over two years experience in managing teams for both remote and in-person environments. Experienced in health care as a Certified Nursing Assistant tending to disabled and elderly adults. Passionate about caring for and empowering others–colleagues and patients. Adaptable, compassionate, collaborative, and friendly with proven skills in being an excellent communicator–verbal and written. PROFESSIONAL EXPERIENCE

Lead Engagement Specialist

Pocatello, ID / Remote

10/2021 to Current

AnywhereWorks/LEX Reception and Talking Rain

• Led a team of contracted Engagement Specialists serving as Talking Rain Beverage’s Consumer Relations Department.

• Developed first-of-its-kind processes, expectations, guidelines, trainings, resources, and procedures.

• Worked to create an exemplary and supportive department from the ground up.

• Coordinated with several departments throughout Talking Rain on a daily basis.

• Hosted collaborative weekly team meetings, as well as one-on-ones with my individual team members

• Constructed official documents for Talking Rain’s Recall Team on our Consumer Relations processes.

• Expanded the scope of my team’s work to include answering the corporate front desk reception phone calls for Talking Rain.

• Listened closely with loyal customers, providing them with top-tier customer service. Lead Client Experience Associate

Pocatello, ID / Remote

05/2021 to 10/2021

AnywhereWorks/LEX Reception

• Led a team of approximately 15 Client Experience Associates.

• Conducted one-on-one meetings to discuss performance, provide feedback, and offer coaching in areas that required improvement.

• Answered colleague’s questions and diffused escalated callers via our Supervisor Line.

• Overcame the absence of body language by communicating-written and verbal-effectively with team members.

• Directed team meetings on a bi-weekly basis to maintain high team morale.

• Prioritized weekly tasks to execute them in a timely manner. Client Experience Associate

Pocatello, ID / Remote

08/2020 to 05/2021

AnywhereWorks/LEX Reception

• Answered inbound phone calls for businesses and companies worldwide-predominantly law offices.

• Gathered caller’s details and information accurately and concisely.

• Followed account scripting, when applicable, to efficiently collect data, provide accurate information, and come to a favorable conclusion with callers and clients.

• Practiced empathy and patience with callers, colleagues, and clients.

• De-escalated angry and distraught callers by displaying compassion, professionalism, and a desire to serve.

Worked part-time jobs and took time to focus

on education, health, as well as future goals.

Pocatello, ID and Salt Lake City, UT

07/2018 to 08/2020

Certified Nursing Assistant

West Jordan, Utah

02/2018 to 07/2018

Copper Ridge Health Care

• Assisted patients with ADLs such as, but not limited to ambulation, eating, getting dressed, showering, personal hygiene, toileting, etc.

• Reported any patient changes, as well as any complaints of pain, to the Registered Nurse.

• Worked with patients suffering from Alzheimer's, dementia, and other memory disorders.

• Administered “passive range of motion exercises” on quadriplegic patients.

• Transferred patients using proper body mechanics or transfer devices.

• Worked with colleagues to advocate for the patients’ needs and wants, as well as ensured that they were as happy, comfortable, independent, and pleased as they could be at all times.

• Prioritized and completed tasks.

• Documented all events that occurred throughout the duration of my shift. EDUCATION

Century High School – Pocatello, Idaho

• Graduated with a 3.9 GPA

• Accepted the ‘High Honors’ award

SKILLS

• PC computers – Microsoft Word, PowerPoint, Excel, Teams

• Google Programs – Sheets, Docs, Slides

• Salesforce

• Leadership

• Customer service

• Emotional intelligence

• Philomathic

REFERENCES

Arlene Flores: 361-***-****

Skylar Worthington: 503-***-****

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