Customer Service Representative
Resume:
Marcy Wirt
New Kent, VA *****
************@*****.***
Work Experience
Disabled
Disabled - New Kent, VA
January 2011 to Present
Respiratory Therapist
Many ICU'S and ER'S
September 2001 to January 2011
• Provided comprehensive care to improve and strengthen clients' respiratory functions. • Monitored patient's physiological responses to therapy such as vital signs, arterial blood gases and blood chemistry changes.
• Aided physicians with various procedures such as bronchoscopies, ventilator management and intubations.
• Analyzed patient and family feedback to identify opportunities for staff recognition and areas for improvement.
• Provided antibiotics, bronchodilators and anti-inflammatory medications with hand-held nebulizers, metered-dose inhalers and positive pressure equipment.
• Delivered treatment for patients experiencing chronic and acute respiratory illnesses by conducting assessments and providing diagnoses.
• Monitored patient reactions to drugs and carefully documented findings.
• Cooperated and communicated with physicians to deliver patient satisfaction and meet compliance with set standards.
• Managed and operated mechanical ventilators to deliver airway management.
• Maintained patient charts and information, strictly adhering to HIPAA laws and privacy guidelines.
• Provided emergency care to patients.
• Conducted tests such as EKGs and drainages.
• Responded to emergency codes and calls during off-hours and immediately initiated treatment.
• Educated patient and family on patient's illness and available remedies.
• Assessed, diagnosed, and treated breathing issues. Customer Service Representative
Sallie Mae - Panama City, FL
June 1997 to August 1999
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Responded to customer requests for products, services and company information.
• Recommended products to customers, thoroughly explaining details.
• Processed customer adjustments to maintain financial accounts.
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Trained new personnel regarding company operations, policies and services.
• Effective liaison between customers and internal departments.
• Educated customers about billing, payment processing and support policies and procedures.
• Trained staff on operating procedures and company services.
• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded proactively and positively to rapid change.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity. Education
Associate in Science (AS) in Respiratory Therapy
Gulf Coast State College - Panama City, FL
August 1999 to May 2001
Skills
• ICU Experience
• Critical Care Experience
• HIPAA
• EMR Systems
• Laboratory Experience
• Triage
• Hospital Experience
• Medical Records
• Medication Administration
• Employee Orientation
• Patient Care
• Hospice Care
• Vital Signs
• Case Management
• Venipuncture
• Order Entry
• Home Care
• Customer service (10+ years)
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