Customer Service
Resume:
Nicole Cortez
Knowledge is Power!
Stacy MN 55079
*******************@*****.***
Work Experience
Customer Service Representative
RMR Services - Blaine, MN
October 2021 to Present
Primary Duties:
Operate a multi-line telephone system, taking incoming calls and making outbound calls
Scheduling of customer appointments
Dispatch service orders to field technicians
Data Entry
Miscellaneous office and project support
Fast pace Call Center/Office environment
Customer Service Representative
Allina Health - Blaine, MN
May 2021 to September 2021
Greeted customers
Resolved customer issues
Booked appointments for clients
Worked in the inbound call center
Responded to inquiries and issues
Assisted customers via live chat
Managed customer accounts
Customer Service Representative
Curbside Waste Systems - Brooklyn Park, MN 2021
Manage large amounts of incoming calls, up to 120 per day
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits;follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Administrative Assistant
Gaughan Companies - Forest Lake, MN
December 2019 to December 2020
Responsible for providing all customers exceptional customer service, along with assisting our team to ensure needs are being met.
Answering phones and directing accordingly
Communications with teams as needed
Correspondence with management as needed
Supply ordering and inventory
Guest services
Office organization
General filing
Data entry
Mailings
Running general office equipment and stocking office supplies daily
Sorting and delivering mail
Meeting room preparation and clean up
Customer service
Carried out receptionist duties such as answering phones and directing clients, calls, visitors and customers
Provided support for Accounting department
Completed clerical tasks including filing, faxing, placing orders and scheduling
Ordered office supplies
Processed invoices
Assisted with data entry
Designated Coordinator
Metro Care Plus - Woodbury, MN
2017 to October 2019
Master scheduler, staff call in coordinator.
New Hire Orientation training for Metro Care Plus new employees.
Intake new clients (245D required docs and CSSP addendum and person centered planning)
Quality assurance reviews on all files 245D requirements and CSSP addendum.
Supervise, delighted and monitor all job shadowing for new employees and ensuring on site orientation and cross training elements are satisfactorily complete.
Monitor maintenance requests
Cooperatively complete household and individual monthly money management tasks.
Cooperatively schedule, coordinate and attend routine and specialty medical appointments, document and communicate changes and concerns to support team members.
Cooperatively manage prescription and OTC medication administration and report to RN Medical Manager.
Prepare for and facilitate an Annual Review Meeting• Maintain 245D licensing regulations, Rule 203 license visits.
Incident Reporting review and education.
Cooperatively be responsible for on-call emergency weekend staffing phone
Review and approve timesheets for individuals reporting to me.
Professionally represent employer to licensing, case management, and support teams.
Typing and all administrative duties
Answer, screen and transfer inbound phone calls
Receive and direct visitors and clients
General clerical duties including photocopying, fax and mailing
Maintain electronic and hard copy filing system
Retrieve documents from filing system
Handle requests for information and data
Resolve administrative problems and inquiries
Prepare written responses to routine enquiries
Prepare and modify documents including correspondence, reports, drafts, memos and emails
Schedule and coordinate meetings, appointments and travel arrangements for managers or supervisors
Prepare agendas for meetings and prepare schedules
Record, compile, transcribe and distribute minutes of meetings
Open, sort and distribute incoming correspondence
Maintain office supply inventories
Coordinate maintenance of office equipment
Coordinate and maintain records for staff personal information
Scheduling, staffing and coordination of all individuals receiving services
Organize existing residents folders in the areas of 245D docs and CSSP addendum.
Handle all job shadowing for new employees and ensuring on site orientation and cross training elements are satisfactorily complete.
Submit all maintenance requests for site and following up
Cooperatively complete household and individual monthly money management tasks.
Prepare for and facilitate an Annual Review Meeting
Maintain 245D licensing regulations, Rule 203 license visits
Incident Reporting and review
Cooperatively be responsible for on-call emergency weekend staffing phone
Review and approve timesheets for individuals reporting to you.
Professionally represent employer to licensing, case management, and support team
Confidential information process
Resolve administrative problems and inquiries
Assistant Program Director
Partnership Resources - Minneapolis, MN
November 2014 to 2017
Personnel management of the site including, but not limited to:
Recruitment process
New hire orientation, training and development
Enforcing policies and procedures
Performance reviews and performance development
Promoting a positive teamwork environment
Coordination of client services including, but not limited to:
Client intake, admission, 45 day review and discharge.
Client interdisciplinary meetings as needed
Develop, implement and review client support plans (CSSP-A)
Review client documents so that they meet licensing guidelines (Annual Outcomes and Progress.
Work Therapy Assistant
Moose Tracks MSOCS - Moose Lake, MN
June 2008 to November 2014
Advanced knowledge and skill in conducting team Meetings, intake meetings, 45 day meeting, semi-annual, annual meetings and discharge meetings.
On the-job training assessments to determine progress of each individual by direct observation of the individual.
Check, correct and processes client payroll to compensate program participants by distributing timesheets and pay checks, monitoring daily attendance and posting and reporting actual hours worked for payment by the business office.
Assign daily work assignments/Van routes to the staff daily.
Conducted daily client group meetings with program participants including Job Club, Orientation & Overview.
Created, developed and implemented a vocational training curriculum that will help assist our individuals in becoming independently employed in the community. (Examples are: proper work ethic, behavior management, how to fill out an application, computer readiness, mock interviews and actual role playing by using a cashier, stocking shelves all progress is then documented to show individual there progress)
Plan and schedule program curriculum according to person centered planning and to established guidelines, rules and procedures for individuals.
Plan, assign, direct and evaluate the work of other paraprofessional employees
Evaluate clients work performance to determine set rate of pay according to DOL regulations.
Managed a caseload of approximately 25 individuals to develop appropriate Employment Plans for the individuals.
Conducted monthly site team meetings for to discuss any issues/topics,
Leader in the design team of, and implementation of the training in vocational programs and support services for persons with developmental disabilities or related conditions to increase/develop skills and decrease dependencies.
Ability to perform basic health care procedures and proper documentation, such as taking vital administering medications and follow-up charting.
House Manager
Community Living Options - Linwood, MN
May 2005 to April 2009
Intake new residents ensuring that new residents folder is set up and accurately contains 245D required docs and CSSP addendum docs.
Organize existing residents folders in the areas of 245D docs and CSSP addendum.
Handle all new hire training and orientation.
Submit all maintenance requests for site and following up if necessary.
Coordinate grocery shopping duties and maintain grocery budget.
Cooperatively complete household and individual monthly money management tasks.
Cooperatively schedule, coordinate and attend routine and specialty medical appointments, document and communicate changes and concerns to support team members.
Cooperatively manage household prescription and OTC medication administration and report to RNMedical Manager.
Prepare for and facilitate an Annual Review Meeting, getting all needed paperwork signed and appropriately filed.
Maintain 245D licensing regulations, Rule 203 license visits, required documents and preparing for audits.
Incident Reporting review and education.
. Review and approve timesheets for individuals reporting to you.
Cooperatively be responsible for on-call emergency weekend staffing phone (rotating schedule).
Education
Diploma
North Branch High School September 2003
A.S in Human Services
Century Community College - White Bear Lake, MN September 2002
Associate in Human Services
Cambridge Community College - Cambridge, MN
September 2001 to June 2002
Skills
•Scheduling
•Filing
•Microsoft Office
•Organizational Skills
•Management
•Clerical
•Customer Service Skills (4 years)
•Microsoft Outlook (5 years)
•Administrative Experience (7 years)
•Microsoft Word (7 years)
•Microsoft Excel
•Office Experience
•Microsoft Publisher
•Microsoft PowerPoint
•Front Desk (1 year)
•Data Entry
•Accounts Payable
•Payroll
•Billing
•Developmental Disabilities Experience (10+ years)
•Curriculum Development
•Behavior Management
•Program Development
•Word Processing
•Program Design
•Human Resources
•Office Management
•Strategic Planning
•Personal Assistant Experience
•Transcription
•Case Management
•Medication Administration (10+ years)
•Employee Orientation
•Employee Evaluation
•Presentation Skills
•Customer service
•Typing
•Epic
•Medical Scheduling
•Accounts receivable
•Phone etiquette
•Medical office experience
v
Assessments
Management & Leadership Skills: Impact & Influence — Proficient
February 2019
Measures a candidate's ability to adapt their leadership style to accomplish goals using rational or emotional appeal.
Full results: Proficient
Customer Focus & Orientation — Proficient
April 2020
Responding to customer situations with sensitivity Full results: Proficient
Work Style: Reliability — Proficient September 2020
Tendency to be dependable and come to work Full results: Proficient
Work Style: Conscientiousness — Proficient
May 2019
Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
Full results: Proficient
Data Entry: Accuracy — Highly Proficient
May 2020
Entering data quickly and accurately Full results: Highly Proficient
Working with MS Word Documents (Intermediate) — Proficient
February 2019
Measures a candidate's knowledge of intermediate Microsoft Word techniques including the use of formatting, Track Changes, and Comments. Full results: Proficient
Logic & Critical Thinking — Familiar
March 2020
Using logic to solve problems. Full results: Familiar
Management & leadership skills: Planning & execution — Proficient
September 2021
Measures a candidate's ability to effectively plan and manage resources to accomplish organizational goals.
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS
•Adept in Technology
•Computer skills
•Verbal & Written Communication
•Organization
•Time Management
•Strategic Planning
•Resourcefulness
•Detail-Oriented
•Flexible
•Problem solve and act in emergency situations
•Strong interpersonal communication skills; ability to communicate with varied levels of employees.
•Strong written and verbal communication skills.
•Take initiative attitude
Contact this candidate