Customer Service Representative
Resume:
Nancy Gay
Customer Service
Representative
Nancy Gay
Baker, LA 70714
ad0zm1@r.postjobfree.com
Effective Customer Service Representative with strengths in leadership and conflict-resolution excels in making customers feel heard. Quickly builds rapport with customers and makes sincere efforts to understand and address concerns quickly. Collaborative approach to problem-solving results in increased customer and employee satisfaction.
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Skills ● Microsoft Office
● Workflow Optimization
● Appointment Scheduling
● Staff Development and Training
● Multitasking and Organization
● Team Management and Supervision
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Experience Pinnacle Home Health / CSR Supervisor
MAY 2019 - OCTOBER 2021, BATON ROUGE, LA
● Reviewed employees' work to check adherence to quality standards and proper procedures.
● Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
● Recruited, interviewed and selected employees to fill vacant roles.
● Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
● Promoted clean, safe, friendly work environment for employees and guests.
● Consulted with managers to resolve problems relating to employee performance, office equipment and work
schedules.
● Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
● Delegated work to staff, setting priorities and goals.
● Routed calls from multiple sites to correct personnel and assisted with complex cases.
● Completed leaves of absence, time off requests and department transfers.
● Interpreted and explained work procedures and policies to brief staff.
● Coordinated schedule to maintain appropriate staff coverage.
● Discussed job performance problems with employees, identifying causes and issues to find solutions.
● Developed work schedules according to budgets and workloads, covering priority tasks.
● Coordinated with other supervisors, combining group efforts to achieve goals.
Home Depot / Pro Sales Associate
SEPTEMBER 2016 - MAY 2018, ZACHARY, LA
● Demonstrated excellent communication skills in resolving product and consumer complaints.
● Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
● Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
● Informed customers about billing procedures, processed payments and provided payment option setup assistance.
● Made outbound calls to obtain account information.
● Answered inbound calls, chats and emails to facilitate customer service.
● Improved customer service wait times to mitigate complaints.
Louis S. Davis / CNA
AUGUST 2012 - SEPTEMBER 2016, ZACHARY, LA
● Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
● Observed and reported unusual symptoms and changes to charge nurse.
● Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
● Used mobility devices to transport patients.
● Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
● Assisted residents with bathing and dressing to promote personal hygiene.
● Distributed drinking water and nourishment to residents.
● Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
● Documented activities and recorded information in EMR system.
● Assisted residents in preparing for activities and social programs.
● Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets Walmart / Customer Service Manager
AUGUST 1997 - AUGUST 2012, ZACHARY, LA
● Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
● Assisted staff with resolving complex customer issues and implementing targeted solutions.
● Set clear expectations and helped employees pursue optimal paths for achieving each target.
● Demonstrated excellent communication skills in resolving product and consumer complaints.
● Assisted customers with making payments or establishing payment plans to bring accounts current.
● Upheld quality control policies and procedures to increase customer satisfaction.
● Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
● Maintained knowledge of company products and services to promptly resolve complaints and concerns.
● Reviewed accounts for payments received or approved credit arrangements.
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Education Jackson School Complex/ High School Diploma MAY 1993, JACKSON, LA
Folks Technical College / CNA
JULY 1993, JACKSON, LA
Certified Medical Assistant
APRIL 2013, BATON ROUGE, LA
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