Ruby R. Pugh

**** ********** ***

Jackson, MS ***13

601-***-****

adri8j@r.postjobfree.com

OBJECTIVE

Is to use my experience to the best of my ability, by providing excellent customer satisfaction to

the consumer, while contributing to the success of the company.

EMPLOYMENT HISTORY

BROADPATH, . TUCSON, AZ

08/2021-Present- Responding to customers inquires via inbound and outbound calls per day

Demonstrate solid communication skills with ability to communicate effectively to a wide variety of

personalities and situations

Demonstrate empathy, problem solving abilities, and ability to de-escalate difficult and upset customers

Demonstrate familiarity with call center desktop tools used by Supplier

Demonstrated ability to talk & type 30+ words per minute and communicate with customers as they are typing

HELP AT HOME, JACKSON, MS 09/2019- 08/2021

Payroll Coordinator- Collecting and verifying timesheets, Entering employee information and

payroll data into the system, Answering employees' questions and concerns regarding payroll,

Calculating payable hours, commissions, bonuses, taxes, and deductions, Processing new

employees, promotions, and terminations, Issuing statements detailing earnings and deductions,

Issuing and delivering paychecks to employees, Investigating and resolving payroll

discrepancies, Maintaining and updating payroll records, Preparing periodic payroll reports

HUMANA, MADISON, MS, 06/2018 -01/2022

Customer Service Representative- Responds to telephone inquiries and complaints using

standard scripts and procedures, Gathers information, researches/resolves inquiries and logs

customer calls, Communicates appropriate options for resolution in a timely manner, Informs

customers about services available and assesses customer needs, Prepares standard reports to

track workload, response time and quality of input

CENTRAL MS CORRECTIONAL FACILITY, PEARL, MS 01/2018- 06/2019

Correctional Officer- Conduct routine patrols and building checks throughout the facility,

Respond to calls for service within the facility, Enforce laws and ordinances pertaining to the

security of the inmates, Write daily reports and keep long of count, Issue write up as needed and

as required, Keeping a body count as well and maintaining safety within the facility

SILVERSCRIPT CVS, MADISON, MS 10/2017-01/2018

Customer Service Associate- Responds to telephone inquiries and complaints using standard

scripts and procedures, Gathers information, researches/resolves inquiries and logs customer

calls, Communicates appropriate options for resolution in a timely manner, Informs customers

about services available and assesses customer needs, Prepares standard reports to track

workload, response time and quality of input

SPECIALTY HEALTHCARE NURSING AGENCY, Ridgeland MS 06/2015-

09/2017

Home Health Aide Scheduler- Overseeing and scheduling the day to day activities for

Department of Mental Health and employees, Communication with families and employees

concerning the do and don’ts of the programs to ensure quality service is provided for the

families, Assist management team in the supervision with the billing process, Ensuring all

employees do their jobs efficiently and bring in timesheets on time for billing (Same as before

changed the name of the position and I went from part time back to full time)

ENTERGY/ CORESTAFF- Jackson, MS 7/201*-**-****

Customer Service Representative- Talks to customers over the phone, email, online chat or

social media to resolve their questions or concerns, Maintaining and updating customers

information as necessary, Calmly attempts to resolve and de-escalate any issues, Escalates calls

to supervisor when necessary and appropriate, Responds to requests for assistance and/or

possible processing of credit card authorizations, Tracks call-related information for auditing and

report in purposes, Provides feedback reports on call issues related to downtime and/or training

issues, Upsells to customers as necessary

SPECIALTY HEALTHCARE NURSING AGENCY - Ridgeland, MS 05/2013-

06/2015

Receptionist- Greet and welcome guests, Direct visitors to the appropriate person/office,

Answer, screen and forward incoming phone call, Ensure office area is clean and presentable,

Provide basic and accurate information in-person and via phone/email, Receive, sort, and

distribute daily mail/deliveries, Sign and check-in deliveries to ensure all

parts/supplies/equipment have been received, Update calendars and schedule service calls,

Perform basic clerical duties such as filing, photocopying, transcribing and faxing

Staffing Coordinator- Overseeing and scheduling the day to day activities for Department of

Mental Health and employees, Communication with families and employees concerning the do

and don’ts of the programs to ensure quality service is provided for the families, Assist

management team in the supervision with the billing process, Ensuring all employees do their

jobs efficiently, specific customer requests are well taken care of, Other activities as required by

the needs of the families, Complete hiring process as well

PREP COMPANY TUTORIAL COMPANY - Jackson, MS 06/2010 - 03/2013

Pre- School Teacher- Supervise and monitor the safety of children, Prepare meals and

organize mealtimes and snacks for children, Help children keep good hygiene, Organize

activities or implement a curriculum that allow children learn, Develop schedules and routines to

ensure that children have enough physical activity, rest, and playtime, Watch for signs of

emotional or developmental problems in children, Keep records of children’s progress, routines,

and interest

EDUCATION

Rust College - Holly Springs, MS

Education, 2006-2007

Lanier High School - Jackson, MS

Diploma, 2006

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