Joann Hawkins

**** ********* ****, ***. **, College Park, GA 30349-770-***-**** (H)-404-***-**** (C)

ab9o9w@r.postjobfree.com

PROFESSIONAL SUMMARY

SKILLS

• Customer Service • Complete Patient/Resident care in various

• Skilled in Call Center operations facilities

• Therapy/Reception skill set

• Experienced in Microsoft

• Management

Word/Excel/Outlook

• Typing 35 WPM/High Voice score analysis • Restaurant Experience

WORK HISTORY

SCHEDULING SPECIALIST/ INTERCALL - NEWNAN, GA 10/2011 - Present

• Conferencing Call Center/Recovery, call and operator scheduling, Microsoft Office/Word/Excel/Outlook,

Typing 35 WPM, Yearly Voice Test

• Gathered and verified all required customer information for tracking purposes.

• Mastery of customer service management systems and databases.

• Referred unresolved customer grievances to designated departments for further investigation.

• Managed high call volume with tact and professionalism.

• Analyzed call volume and average call time to monitor Customer Service Representative performance and

productivity.

CERTIFIED NURSING ASSISTANT/HOME HEALTH AIDE/ SENIOR CARE OF COLUMBUS/UPSHAW -

NEWNAN, GA 02/2007 - 04/2011

• Home Health Management

• Provide client with patient care, housekeeping, errands, transportation to Doctor's visits

• Recorded Intake/Output and Medications with each visit

EVENT SPECIALIST OPERATOR/ INTERCALL - WEST POINT, GA 10/2005 - 09/2007

• Answered a constant flow of customer calls with multiple calls in queue per minute.

• Lead Event Service Calls/dial outs

• Addressed and resolved customer complaints empathetically and professionally, transferred escalated

complaints to respective departments

• Yearly Evaluations for typing and speech services

ACTIVITY DIRECTOR/ GEORGIAN PLACE ASSISTED LIVING - NEWNAN, GA 10/2005 - 09/2006

• Assisted residents with daily living, housekeeping, and other designated duties as needed

• Planned monthly activities in accordance with state guidelines, kept record of monthly expenses

• Drove senior bus throughout community for activities and to doctor's appointments.

CUSTOMER SERVICE REPRESENTATIVE/ HH GREGG APPLIANCES - NEWNAN, GA 10/2004 - 03/2005

• Filed invoices, calculation of daily recap (revenue)

• Processed credit applications, worked with PeopleSoft, Microsoft Word/Works/Excel/Access, Internet

• Assisted Sales Team, restocked Merchandise

• Resolved customer issues/complaints

RESTORATIVE CARE AIDE/ GEORGIAN PLACE ASSISTED LIVING - NEWNAN, GA 01/2004 - 11/2004

• Daily Resident Care

• Passed medications, meals and snacks

Joann Hawkins

5900 Riverdale Road, Apt. F1, College Park, GA 30349-770-***-**** (H)-404-***-**** (C)

ab9o9w@r.postjobfree.com

• General housekeeping duties

• Monitored residents daily and reported incidents or changes in health (physical/mental)

CERTIFIED NURSING ASSISTANT/ BRIAN CENTER HEALTH AND REHAB - LAGRANGE, GA 03/2003 -

09/2005

• Complete resident care (feeding, dressing, changing of briefs, transferring, etc.).

• Recorded patient fluid/food intake, urine and bowel output

PHYSICAL THERAPY AIDE/ EMORY PEACHTREE REGIONAL HOSPITAL - NEWNAN, GA 04/2000 -

06/2001

• Assisted Therapists with Inpatient/Outpatient Therapy treatments

• Greeted and directed patients and visitors to designated areas

• Data entry, answered phones and operated switchboard, Microsoft Word/Works/Excel/Outlook

• Cleaned equipment and Therapy Department daily

CERITIFIED NURSING ASSISTANT (SCHOOL INTERNSHIP)/ BEAULIEU CONVALESCENT HOME -

NEWNAN, GA 01/2000 - 07/2000

• CNA Training Course and Certification.

UNIVERSAL EMPLOYEE/ WESTSIDE RESTAURANT - NEWNAN, GA 03/1997 - 04/2001

• Evening shift assistant manager

• Prepared and Cooked food

• Washed and sanitized dishes and equipment

• Bust tables, served customers

• Ran food line and front register

EDUCATION

Associate of Applied Science: REGISTERED NURSE/ WEST GA TECHNICAL COLLEGE - NEWNAN, GA

Current

• Continuing education in Health Care Science with an emphasis in Registered Nursing

• 3.8 GPA (Dean's List)

Skills of Achievement: BUSINESS TECHNOLOGY (DIPLOMA)/ GADSDEN COMMUNITY COLLEGE VIA

GADSDEN JOB CORPS - GADSDEN, AL 2002

• Applied education for the Business Technology Diploma

• 4.0 GPA

GED: COLLEGE PREP/GENERAL ADULT EDUCATION/ NEWNAN HIGH SCHOOL/CENTRAL

EDUCATION CENTER - NEWNAN, GA 2001

• College Preparatory/ Technical courses

• Continued Education for General Diploma

CERTIFICATIONS

Certified Nursing Assistant

03/2000

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