Customer Service Representative
Resume:
Demetrice Shirden
Charlotte, NC *****
*********@*****.***
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
CNA - Certified Nursing Assistant
Saturn Nursing Home - Charlotte, NC
August 2023 to December 2023
Assisted residents with ADLs, peri-care, catheter care, feedings, vitals, tube feedings Certified Nursing Assistant (CNA)
Hunter Woods Nursing and Rehabilitation Center - Charlotte, NC May 2023 to July 2023
Assisted with ADLs, prepared residents for dialysis, feedings, bathing, peri-care Healthcare Customer Service Representative
HealthCare Solutions - Concord, NC
February 2021 to December 2021
Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
Contacted clients to verify account information and maintain accuracy, resulting in increase in client satisfaction.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
ContactUS Communications - Jacksonville, NC
July 2018 to December 2018
As a dual agent, we were required to update our clients with upcoming promotions and sales.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Provided information regarding charge accounts and loyalty programs. Technical Support/Customer Service Representative
Convergys - Jacksonville, NC
March 2017 to November 2017
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Monitored systems in operation and input commands to troubleshoot areas. Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and web browser.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Managed high levels of call flow and responded to technical support needs. Child Care Worker
Discovery Church International - Jacksonville, NC
October 2010 to February 2013
Supported children's emotional and social development by encouraging positive self-concepts and understanding of others.
Taught children educational games to reinforce learning of alphabets and numbers. Provided continuous supervision to children during indoor and outdoor activities to maintain safe learning and playing environments.
Helped children develop motor skills in preparation for preschool and kindergarten.
Prepared group activities to enhance socialization, communication and problem- solving skills for children.
Education
White Oak High School - Jacksonville, NC
August 2023
Colorado Technical University - Colorado Springs, CO Skills
• Account management
• Complaint resolution
• Inbound and Outbound Calling
• Multi-line phone talent
• Report preparation
• Creative problem solving
• IT Support
• Computer Networking
• Technical Support
• Microsoft Windows
• Troubleshooting
• Citrix
• Android
• Microsoft Outlook
• Communication skills
• Customer service
• Microsoft Excel
• Computer skills
• Time management
• Typing
• Call center
• Customer service
• Contracts
• Typing
• Time management
• Medical terminology
• English
• Organizational skills
• Communication skills
• Technical support
• IT support
• Citrix
• Computer skills
• Microsoft Word
• Microsoft Excel
• Windows
• Account management
• Care plans
• Customer support
• Phone etiquette
• Call center
• Catheter Care
Certifications and Licenses
Driver's License
March 2023 to September 2024
CNA
BLS Certification
CPR Certification
AED Certification
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