Customer Service Mental Health
Resume:
ARIEL KELLY
Columbus, Georgia 31907
**************@*****.***
OBJECTIVE: Administrative Support professional with over 8 years experience working in fast-paced environments demanding strong, organizational, technical, and interpersonal skills. Trustworthy, ethical, and discreet; committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects and multi tasking effectively. Capabilities include:
Customer Service
Typing
Computer Operations
Word Processing
Office Equipment Operations
Filing & Data Archiving
Team Leadership
Telephone Reception
HIGHLIGHTS OF QUALIFICATIONS
More than 11 years' successful experience in customer service and support with recognized strengths in account
maintenance, strong problem-solving aptitude, troubleshooting, and planning/implementing proactive
procedures and systems.
Detailed-oriented, organized and courteous professional able to work with diverse clients.
Outstanding communication skills in person and over the phone.
Proficient in Microsoft Office Suite, Multiple Web Browsers, and Operating Systems.
Ability to train, motivate, and supervise employees.
EXPERIENCE
Response Associate
“Same job description as Road America(different title)”
Assistance Coordinator
Serve as roadside Assistance Coordinator providing emergency roadside assistance to customers 24/7, 365 days a year. Assessing and diagnosing vehicle failures through careful inquiry and dispatching appropriate service to customers based on the nature of each breakdown. Knowledge of towing, lockout assistance, crash fire rescue, rescue operations, emergency procedures, tactics, and 911 center operations. Determines the response agency and services to be rendered based upon the call received and dispatches the correct emergency forces based upon the information received. Maintains constant liaison with the scene of the emergency to include; fire stations, police, medical, and towing units. During periods of multiple emergencies, uses independent judgment to determine which calls need immediate attention or when different equipment is required due to emergencies in progress (call stacking). Additionally, prioritizes multiple emergency and non-emergency calls to determine appropriate response levels based on the needs of the emergencies in progress. Performs crisis intervention with distraught callers during high-risk situations until emergency units arrived on scene, in accordance with guidelines established locally. Maintains an automated activity log of all significant daily events, vehicle movements, emergencies, processes, or notifications received through the communication center. Maintains an electronic daily activity log of all activities according to locally established protocols. Takes necessary measures to ensure information contained in each data entry is accurate and provides a clear picture of vehicle movements and daily activities. Provides input to the supervisor regarding maintenance and updating of checklists. Operates and maintains telephones, radios, automated data processing equipment, printers, recorders, facsimile equipment, and other devices installed in the communication center.
CUSTOMER SERVICE
Interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints. Communicate with customers through a variety of means-by telephone; by e-mail, fax, or regular mail correspondence; or in person. In handling customers' complaints, I attempted to resolve the problem according to guidelines established by the company. Make changes or updates to a customer's profile or account information. Keep records of transactions and update and maintain databases of information. Use multi-line telephones systems, which often route calls directly to the most appropriate representative. Remain aware of the amount of time spent with each customer so that they can fairly distribute their time among the people who require their assistance. Developing specific goals and plans to prioritize, organize, and accomplish the objective. Analyzing information and evaluating results to choose the best solution and solve problems. Knowledge of principles and processes for providing exclusive personal services. This includes assessing the customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
MANAGEMENT
Motivating, developing, and directing people as they work. Assessing other individuals, to make improvements or take corrective action. Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Implement corporate policies, procedures, and service standards in conjunction with management. Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. Using logic and reasoning to analyze the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Handling complaints, settling disputes, and resolving grievances and conflicts. Incorporating business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
NURSING
Responsibilities included help care for physically or mentally ill, injured, disabled, or infirm individuals confined to hospitals, nursing care facilities, and mental health settings. Perform routine tasks under the supervision of nursing and medical staff. Answer patients' call lights; deliver messages; serve meals; make beds; and help patients to eat, dress, and bathe. Provide skin care to patients; take their temperature, pulse rate, respiration rate, and blood pressure; and help them to get into and out of bed and walk. Escort patients to operating and examining rooms, keep patients' rooms neat, set up equipment, store and move supplies, and assist with some procedures. Aides observe patients' physical, mental, and emotional conditions and report any change to the nursing or medical staff. Develop ongoing relationships with them and interact with them in a positive, caring way. Provide health-related services, such as administering oral medications. Check patient’s pulse rate, temperature, and respiration rate; help with simple prescribed exercises; keep patients' rooms neat; and help patients to move from bed, bathe, dress, and groom. Occasionally, change non-sterile dressings, give massages and alcohol rubs, and assist with braces and artificial limbs. Experienced with medical equipment such as ventilators, which help patients breathe.
EMPLOYMENT HISTORY
Concentrix
●05/13/2019-07/21/2019 Customer Service
Agero
●04/04/17-11/30/18 Response Associate
Road America
●12/14-12/15 Assistance Coordinator
Afni-Verizon
●09/14-12/14 Customer Service
NHC Healthcare
●09/13-03/14 Nursing Aide
Cracker Barrel
●02/09-01/12 Assistant Manager
Piggly Wiggly
●08/08-01/09 Cashier
NuComm-Transcom
●07/07-02/08 Customer Service Rep
EDUCATION
2000-2004Todd County Central High School-Diploma
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