Customer Service/Receptionist

EMILY KUDELA

****A Hoffman Lane

Coopersburg PA *8036

Cell: 484-***-****

***********@*****.***

Professional Summary

Energetic Customer Service Associate, Receptionist and Medication Technician with strong time management skills who thrives in a fast-paced, dynamic environment. Skills

Strong verbal communication

Conflict Resolution

Extremely organized

Data management

Skilled in call center operations

Wide experience in providing care and comfort

to the elderly

Thrives under pressure

Flexible schedule

Exceptional customer service

Multi-line phone operation proficiency

Exceptional work flow management

Computer proficient

Superior ability to work independently

Strong problem solving aptitude

Organized multi-tasker

Self-starter

Microsoft Office proficiency

Ability to type 60+ WPM

Friendly and helpful

Honest and ethical

Self-motivated

Current knowledge of acceptable First Aid

procedures, including CPR

Work History

Resident Care Associate/Med Tech, 04/2015– 02/2016 Brookdale Senior Living – Alzheimer’s and Dementia Care – Dublin, PA

Provides residents with services in accordance with the health care provider's orders regarding administration or assistance with medications and treatments

Administering the requisite medicines and injections and maintaining MAR (Medication Administration Record) according to the organizational policies

Monitoring vital signs

Supervising of self-administered medication to residents following company and regulatory guidelines

Reporting any change in resident's health and providing proper documentation to the supervisor

Maintaining close communication with staff members

Assisting residents with activities of daily living, including bathing, dressing, grooming, toileting, and medications

Transferring residents to and from activities and meals according to their individual service plans

Serving meals to residents in the dining room

Completing various housekeeping and laundry duties Alarm Dispatcher/Receptionist, 07/2013 – 02/2016

Protect Alarms – Allentown, PA

EMILY KUDELA

6348A Hoffman Lane

Coopersburg PA 18036

Cell: 484-***-****

***********@*****.***

Dispatching/handling alarms at a quick and effective pace.

Programming new accounts and testing systems with service technicians.

Assisting with receptionist duties and file organization.

Effectively managing a high-volume of inbound and outbound customer calls.

Addressing and resolving customer complaints empathetically and professionally.

Gathering and verifying all required customer information for tracking purposes.

Diffusing volatile customer situations calmly and courteously.

Accurately documenting, researching and resolving customer service issues.

Managing customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referring unresolved customer grievances to designated departments for further investigation.

Managing high call volume with tact and professionalism. Customer Service Associate/Sandwich Artist/Barista, 04/2013 to 07/2013 Wawa – Bethlehem, PA

Maintained cleanliness and presentation of stock room and production floor.

Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.

Operated a POS system to itemize and complete customer purchases.

Consistently provided friendly guest service and heartfelt hospitality.

Promptly and effectively handled guest concerns and complaints.

Pleasantly and courteously interacted with customers.

Maintained high standards of customer service during high-volume, fast-paced operations.

Assembled food orders while maintaining appropriate portion control.

Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.

Handled currency and credit transactions quickly and accurately.

Followed food safety procedures according to company policies and health and sanitation regulations.

Strictly followed all cash, security, inventory and labor policies and procedures.

Stored food in designated containers and storage areas to prevent spoilage or cross-contamination. Certifications

CPR / First Aid – American Red Cross ( April 2015 – Present) PA Certified Medication Technician (2015 – Present) Education

Southern Lehigh High School (2009-2010) – Center Valley, PA Antietam High School (2010-2012) – Mt. Penn, PA

Received GED from Northampton Community College (2013) – Bethlehem, PA Currently attending Northampton Community College – Schnecksville, PA

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