Customer Service Representative

Phara Rodriguez

***** ********** ** *** **** Houston, Texas, 77014 Cell: 832-***-**** ******************@*****.***

Highlights

MS Office (word, PowerPoint, & excel)

Ability to de-escalate clients in another vulnerable emotional state

Able to work independently and as a member of a team

Comfortable with diverse populations

Excellent organizational skills

Interpersonal, oral, and written communication skills

Fluent in Creole, French language

Certifications

Patient Care Assistant, Home Health Aide.

Experience

Customer Service Representative

April 2014- Present

APAC Customer Services Inc- Humble, TX

Communicate via inbound and outbound telephone calls with consumers.

Provide prompt resolution to customer inquiries by providing appropriate and accurate information.

Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience.

Maintain diplomacy and tact when dealing with upset or escalated calls. Escalate customer complaints and/or calls through the appropriate channel to management and communicate feedback and progress to management.

Where applicable, communicate with customer to attempt to bring resolution to unpaid accounts.

When requested, upsell and/or cross-sell products or services to customers where appropriate.

Provide feedback to management concerning possible problems or areas of improvement and make recommendations to implement improved processes. Perform other duties as assigned by management.

Patient Care Assistant

November 2013- March 2014

Americare Home Care- Brooklyn, NY

Promote self-independency in the residence.

Help individual achieve their long their long term goal and maintain household safety.

Administer Medication, Conduct intakes, assessments, and treatment service plans. Documented activities and recorded information.

Home Health Aide

January 2012- May 2012

Allen Home Care-Brooklyn, NY

Provide intensive program to children who are diagnose with Developmental Disabilities, Seriously Emotionally Disturbed and Medically Fragile.

Write weekly service summary forms and progress notes.

Provide a variety of services in the home and community for foster care children, such services are: Skill Building, immediate crisis response, crisis respite, family caregiver support and planned respite.

Patient Care Assistant

January 2009 to December 2011

Greater NY Home Care – Brooklyn, NY

Process medication/treatment orders in house and with pharmacy

Enter critical directives, information re-appointment in Staff Communication log and daily review of MAR/Inventory weekly.

Act as a role model in maintaining a hopeful and positive attitude.

Assessed client risk factors and treatment service needs living and coping with the disabilities associated with mental illness.

Arrange for medical, mental health, or substance abuse treatment services according to individual needs or court orders.

Education

TCI Institute Career Institute

Sept 2009- Sept 2010, Certificate. March 2008-N/a, Medical Assistant, HHA, PCA.

Adison High School

June-2009, High School Diploma.

Contact this candidate