Customer Service Quality Control

Relva Smith

919-***-**** *******@*****.***

Highly efficient professional with health industry experience and certifications offering proven

strengths in customer service, business operational support, information and records

management, staff training and coordination.

Certified Nursing Assistant Customer Service & Support

Health Unit Coordinator Basic Life Support

Patient Registration Data Entry

Call Center ICD 9 Coding

Office Management Medical Terminology

Software Skills

MSOffice 07, Excel, PowerPoint, Dbase, Lotus 123, Seibel CRM, ADP

EDUCATION & TRAINING

Associates of Arts, Business Administration, September 2010

Strayer University, Morrisville, NC

Suma Cum Laude

PROFESSIONAL EXPERIENCE

Sunrise senior Living nov 2012-current

Sunrise of Cary

Assisted living care manager/ concierge

Assist residents with adl’s which include bathing, dressing, grooming, toileting.

maintain a clean, safe, and orderly environment for the residents. Perform general housekeeping,

following cleaning schedules for residents laundry. space. Respond promptly and positively to residents

request for assistance. document and log any occurences or concerns that may affect the daily living of

the residents. attend training and other in services that relate to the population of assisted living,

alzheimers, and dementia care residents. Concierge duties: oversees the entry area for visitors and

guests. contact the ed, dcr, and coordinators to meet with prospective residents, families, and visitors to

ensure wait times are minimal. answers incoming telpehone calls and residents calls within two-three

rings with the appropriate greeting. take complete messages and communications with pertinent

information, and communicates messages to intended receipients. Manages appointments for residents

and family members such as doctor appointments, hair dresser, transportation. order guest meals, support,

and other administrative duties pertaining to the resident move in process. maintain community rosters.

logs, and controls. collect monies for meal tickets, move in and current rent payments. assist boc with

recruitment process by performing computer data entry tasks.

Brookdale Senior Living aug 2011-nov 2012

Continued…

RELVA SMITH 919/672-7958

Clare Bridge of Cary, nc

Resident Care Associate

Assist residents with adl’s which include bathing, dressing, grooming, toileting, transferring and getting to

and from activities and meals. maintain a clean, safe, and orderly environment for the residents. Perform

general housekeeping following cleaning schedules for resident laundry, bedrooms, dining area, living

space, etc. Respond promptly and positively to residents request for assistance. Serve meals to residents

in the dining room or apartments. Encourage residents to socialize and participate in planned activities or

programs and to develop friendships with other residents.

Select Specialty hospital May-Aug 2011

Durham, NC

Unit secretary/CNA1 (PRN)

Patient care duties include record vital signs accurately, perform physical, occupational and respiratory

treatments accurately. maintain unit stock levels of supplies and equipment, perform adl’s for the patient

involving bathing, oral hygiene, hair care, and oral feeding. Answer patients lights and performs services

in a timely manner, participates in hourly rounds, report any unusual circumstances or changes in patient.

Unit Secretary duties include correct transcription of doctor orders, file reports, labs, and other

paperwork. arrange transportation and follow-up/outside tests. Watch telemetry monitors, identifying

basic and lethal rhythms, and maintain ekg monitor alarms.

PARATA SYSTEMS, LLC

CUSTOMER CARE CALL CENTER July 2007-JAN 2009

Customer Service Representative

Delivered customer support for a pharmacy automation company with a customer base of over

10,000. Updated and maintained customer account information, supporting order management,

shipping/receiving, and supply management functions. Investigated and resolved customer

issues.

Assumed a team leadership role in training 6 employees in customer support processes.

Contributed to the development, implementation, and adherence to standard practices and

procedures for customer service and administrative support functions.

Communicated with business customers to educate them on product requirements and address

customer complaints.

Developed and implemented new policies and procedures for the Eckerd's to Rite Aid store

conversion recognized with an Outstanding Customer Service Award (2007).

Achieved and maintained a 99% quality control score on customer call performance.

Continued…

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