Operations Specialist Customer Account

Victoria Clark

909-***-**** ***********@*****.*** Fontana, CA 92336

SUMMARY

Forward-thinking Operations Specialist bringing 2 weeks of expertise in EDD and state and federal regulation. Critical thinker cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. SKILLS

Resolving customer issues

Strong communication abilities

Ensuring customer satisfaction

Documenting information

EXPERIENCE

EDD Agent, Mattson Resources, August 2020-February 2021 Orange, CA

Developed and maintained thorough knowledge of all regulatory, departmental and company policies.

Identified needs of customers promptly and efficiently. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

Maintained strong call control and quickly worked through scripts to address problems. Processed customer account changes using proprietary software. Improved call management database by frequently changing and updating customer contact information.

Corresponded with service department team members to build and implement successful solutions to customer problems.

Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Handled escalated customer service concerns to preserve revenue streams from key customers.

Assessed customer account information to determine current issues and potential solutions. Shared detailed information regarding options to help customers make decisions. Consulted with customers regarding needs and addressed concerns. Managed customer expectations by clarifying needs, identifying options and recommending products and services.

Assisted 70-80+ callers per week in fast-paced environment. Respiratory Therapist, Kaiser Permanente, June 1982-May 2006 Fontana, CA

Explained respiratory diagnosis information, treatments and prescription instructions to patients. Cared for patients by providing respiratory treatments using breathing treatments, and equipment.

Specialized in premature baby's

Maintained patient medical records with treatment effectiveness and health outcomes. Evaluated patients with deficiencies and abnormalities within cardiopulmonary system and made medical decisions based on assessments.

Identified need for medical intervention by determining patient safety risks. Performed bronchopulmonary drainage and assisted patients with breathing exercises. Conducted therapeutic and diagnostic procedures with use of spirometry and evaluation. Performed services on-site, at outpatient clinics and in patient homes. Adhered to all standards of excellence established for respiratory care and diagnostic services.

Conducted cardiopulmonary resuscitation and maintenance of airways. Interacted with patients, family members and physicians to coordinate and inform regarding patient care.

Administered medication and ventilatory support.

Maintained and updated CEUS

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

EDUCATION AND TRAINING

Associate of Science

Respiratory Therapy And Social Sciences, Mt. San Antonio College, Walnut, CA June 1981 Training

EDD, EDD, Remote August 2020

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