Customer Service Registered Nurse
Resume:
Debra G Lee
918-***-**** (Cell)
Tulsa, OK 74145
**************@*****.***
Objective
I am a customer service oriented individual and want to continue to work in the
customer service profession. I would like to continue to use the customer
service skills that I have developed in order to help customers achieve the outcomes
that they want.
Summary
I have worked in customer service for 33 years. The first 28 years of my customer
service experience was in healthcare. I worked with multiple types of
consumer groups and over the years have developed the skills to respond calmly
and professionally in all types of situations. I participated in a course
to learn how to deescalate agitated customers and have found that very helpful in
dealing with customers. The last 1-2 years I have worked in a call
center setting assisting customers with a variety of issues. On the team that I am on I
have one of the highest customer service satisfaction ratings
and I believe that is because I enjoy being able to assist the customer to resolve their
issues.
Experience
Avis Budget Group, Tulsa, OK
Jan. 2014 to Present
Customer Service Representative (CSR)
As a customer service representative I am responsible for taking inbound calls from
customers with billing or product questions. uring the phone call I
identify the customers concerns by asking probing questions in order to prioritize
and meet their needs. I take the initiative to make the changes
needed in order for the customer to have a positive outcome. I document each
phone call in a data base in regards to our interactions on their inquiries,
complaints and comments. uring all phone calls I communicate with the customer
clearly and concisely while being positive and professional. There
are also times when it is necessary to refer the customer to a supervisor for further
investigation if the issue needs further investigation.
Tulsa Center For Behavioral Health, 2323 S Harvard Tulsa, OK
Sept. 2010 to November 2013
Consumer Recovery Specialist
Worked for a 56 bed state mental health facility. Provided direct patient care to
patients or clients with mental illnesses, developmental disabilities,
addictions, brain injuries and a history of trauma. Participated with treatment team
in planning treatment, implementing treatment and treatment
evaluation. Helped evaluate clients' mental health and behavioral/emotional issues.
Worked with client's goals to develop their individualized treatment
plan. Provided a safe therapeutic environment. Provided routine client care.
Implemented crisis intervention skills and violence prevention techniques
during client emergencies. Supervised clients and monitored client safety. Helped
provide activities for therapy, recreation and education. Taught
clients appropriate social and communication skills. Modeled appropriate
behaviors. Provided support and encouragement to clients and their families.
Muskogee Regional Medical Center, Muskogee, OK
Nov. 2007 to Aug. 2010
RN BSN (Registered Nurse Bachelor of Science in Nursing)
Staff nurse on an inpatient physical rehab unit. Patients consisted of those needing
increased strengthening after joint replacement or other types of
orthopedic surgeries, patients having suffered from CVA's or other type of muscle-
weakening disease processes, and patients with generalized
weakness requiring treatment in order to gain as much independence as possible. I
also worked with patients who have eating or swallowing difficulties
in relation to a disease process requiring assistance to become accustomed to a
different texture of diet.
Southcrest Medical Center, Tulsa, OK
Aug. 2003 to Nov. 2007
RN BSN (Registered Nurse Bachelor of Science in Nursing)
Staff/charge nurse on surgical weight- loss unit. Worked with morbidly- obese
patients' pre and postop. Postop surgical care of patients after surgical
weight- loss procedures which included teaching in regards to lifestyle changes.
Preop teaching in regards to preparation needs prior to surgery and
beginning lifestyle changes. This unit was also a general med/surg unit so there
were a variety of patient types also being cared for.
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