Wendy Saddler

(C) 402-***-**** adp07i@r.postjobfree.com Omaha, NE 68154

SUMMARY

Effective Member Support Representative with experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments.

Skilled at accurately documenting call details. Well-versed in providing helpful answers and relevant information to members and clients.

Work quickly to understand, document and resolve customer concerns, driving satisfaction while meeting QA objectives. Well-versed in company standards and best practices.

SKILLS

Cross-functional collaboration

Call center experience

Inbound and outbound calling

Microsoft Office expertise

High-energy attitude

Customer service

Customer relations

Technologically savvy

EXPERIENCE

Member Support Representative, The National Association of Realtors/RPR, August 2019-Current

Omaha, NE

Achieved high quality marks on quality assurance evaluations through interacting with members of the National Association of Realtors, via emails, online chats and phone calls. Generally above 88% on QA evaluations.

Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.

Answered 60+ inbound emails, live chats and phone calls per day and directed to designated individuals or departments.

Escalated customer concerns and questions, when needed, to supervisors.

Participated in a team-work centered environment to more efficiently resolve member issues, concerns and questions related to membership.

Attended QA one on one meetings monthly, to review protocol and procedure and overall performance of myself and my team for the purposes of improving and maintaining superb customer support.

Followed up with members via phone calls and email to verify issues of concern have been appropriately addressed to member's satisfaction.

Customer Service Associate, LendNation, February 2019-July 2019

Omaha, NE

Performed store closing duties, including counting cash drawers and checking all equipment for proper functioning.

Kept detailed records of customer accounts, including pay day cash advances given, payroll checks cashed, money orders purchased and other duties related to the role of the Customer Service Associate.

Shared detailed information regarding pay day cash advance options to help customers make decisions.

Maintained a teamwork environment to effectively assist customers.

Customer Service Associate, Prime Therapeutics through Aerotek (contract), September 2018-July 2019

Omaha, NE

Handled Medicare Part D members with their prescription coverage and provided information and alternative options for generic forms of medication, when cost was a concern.

Asked probing questions to determine service needs and accurately document member information.

Upheld privacy and security requirements established by HIPAA.

Maximized customer satisfaction by handling more than 40 customer telephone interactions each day.

Participated in individual and team QA meetings to maintain member support adherence and to discuss and address concerns regarding performance.

Provided excellent services for customers by following up on issues regarding Medicare D prescription coverage.

Worked with external pharmacists, pharmacy technicians, doctors and nurses via phone interaction, to assist in providing best care to Medicare Part D members.

Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.

Certified Nursing Assistance (CNA), Maxim Healthcare, August 2015-April 2018

Omaha, NE

Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.

Responded to patient alarms and needs-assessment requests to identify course of treatment.

Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.

Documented patient intake and dietary requirements and assisted with feeding.

Documented activities and recorded information in EMR system.

Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.

Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.

Collaborated with interdisciplinary healthcare teams to provide high-quality patient care.

Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.

Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination.

Direct Support Professional, Iowa Focus, April 2012-May 2015

Council Bluffs, IA

Enhanced patient wellbeing by supporting participation in recreational activities.

Supported and encouraged psychiatric patients to promote health and wellness.

Administered medications in compliance with state mandated guidelines and documented any changes in client's diet or behavior. Monitored client's diet with adherence to calorie intake or diabetic protocol, etc.

Supervised and supported activities of daily living such as medication administration and personal hygiene.

Transported client to doctor's appointments and to complete other related errands.

Developed strong and trusting rapport with each patient to facilitate best possible care and assistance.

Completed data entries in charts and logbooks to document client progress.

Worked to improve patient outlook and daily living through compassionate care.

Prepared and accompanied patients on public outings, managing safety, behavior and other activities.

EDUCATION AND TRAINING

CNA Certification

Nursing Assistant Course, Quality CNA/CMA, Omaha, NE August 2015

Medical Terminology/Transcription Degree

Medical Terminology/Transcription, Kirkwood Community College, Cedar Rapids IA March 1990

Medical Terminology/Transcription Degree

Medical Terminology/Transcription, Hamilton Business College, Cedar Rapids, IA July 1987

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