Customer Service Representative
Resume:
Deidre Lewis
Houston, TX *****
***************@*****.***
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative
iQor-Houston, TX
January 2021 to November 2023
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
• Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
• Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
• Utilized CRM software to accurately document interactions with customers and track issue resolution progress
• Identified opportunities for process improvement within the customer service department and implemented effective solutions that resulted in XX% reduction in average handling time per call/email/ chat
• Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above XX%
CSR - Customer Service Representative
North End Teleservices-Omaha, NE
May 2020 to November 2021
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of XX minutes
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction
• Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns HHA - Home Health Aide
TRINITY HOME HEALTH-Houston, TX
June 2017 to June 2021
• Administered medications as prescribed by physicians and monitored patients for any adverse reactions or side effects
• Managed IV therapy including insertion of peripheral lines and administration of fluids and medications
• Closely monitored vital signs such as blood pressure, heart rate, respiratory rate to detect any abnormalities or changes in health status
• Collaborated with interdisciplinary healthcare team members including physicians, physical therapists, occupational therapists to ensure comprehensive patient care
• Maintained strict adherence to infection control protocols during all patient interactions to prevent the spread of infections
• Coordinated scheduling of appointments, follow-up visits, and necessary diagnostic tests/procedures for optimal continuity of care
• Counseled patients on lifestyle modifications, dietary restrictions, and exercise routines tailored to their specific health conditions
• Provided emotional support, counseling, and education to patients coping with chronic illnesses, pain management issues, end-of-life care decisions
• Demonstrated excellent time-management skills by efficiently prioritizing tasks, assigning appropriate levels of urgency, resolving conflicts, and meeting deadlines
• Achieved XX% improvement in patient outcomes through proactive monitoring, disease prevention strategies, and timely interventions
• Collaborated with insurance companies and case managers to ensure proper authorization for services, obtain necessary medical supplies, and facilitate reimbursement processes
• Provided support and guidance to patients' families, caregivers, and other support systems during challenging times of illness or recovery
• Demonstrated exceptional communication skills when explaining complex medical information, providing instructions on medication administration, and addressing concerns or questions from patients/ families
• Closely monitored patients' response to treatment plans, detecting any signs of complications or adverse reactions promptly and taking appropriate actions as needed Server/Food Runner
Brewingz Sports Bar & Grill-Kingwood, TX
March 2013 to April 2016
• Efficiently delivered food orders from the kitchen to customers' tables, ensuring prompt and accurate service
• Collaborated with servers and kitchen staff to prioritize food delivery based on customer preferences and timing
• Maintained a clean and organized work area, adhering to health and safety regulations
• Assisted in setting up dining areas before service, including arranging table settings and utensils
• Provided exceptional customer service by promptly addressing any concerns or special requests from diners
• Communicated effectively with the kitchen team to ensure accurate order preparation and timely delivery
• Demonstrated strong attention to detail when checking orders for accuracy before delivering them to customers
• Managed multiple tasks simultaneously during busy periods while maintaining a high level of professionalism
• Adapted quickly to changes in customer needs or restaurant procedures, ensuring smooth operations during peak hours
• Worked collaboratively with fellow food runners and servers to create a positive dining experience for guests
• Delivered an average of XX orders per shift without errors or delays, contributing to overall customer satisfaction
• Received XX% positive feedback from customers regarding efficient food delivery services
• Provided fast and friendly service to customers, ensuring a positive dining experience
• Efficiently took customer orders and accurately entered them into the POS system
• Maintained cleanliness of work area, including wiping down counters, tables, and equipment
• Managed cash transactions with accuracy and integrity, handling large volumes of cash daily
• Closely followed all safety and sanitation procedures to ensure food quality and prevent accidents or injuries
• Collaborated with team members to meet customer needs in a fast-paced environment
• Collaborated with team members to ensure smooth operations during busy periods
• Demonstrated ability to handle high-pressure situations with calmness and professionalism
• Leveraged strong communication skills when resolving customer complaints or concerns
• Achieved XX% increase in average ticket size through suggestive selling techniques
• Welcomed guests warmly upon arrival while managing waitlist during peak hours
• Maintained a positive attitude and provided excellent service even during challenging or stressful situations
Customer Service Representative
EMSI-Omaha, NE
January 2008 to August 2014
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Education
College in Real Estate
Houston Community College - Houston, TX
January 2024 to Present
High school diploma
Benson High School - Omaha, NE
August 1999 to May 2003
Skills
• Medication Administration
• Process Improvement
• Help Desk
• Communication skills
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