Customer Service Representative
Resume:
Tannah L. Penny *** N. **th St.
******@*****.*** Columbus, OH 43203
Summary of Qualifications
• Five years’ experience providing patient care in long-term and home health.
• 12 years’ experience working in customer service including retail and dining.
• Competent at managing multiple responsibilities in high-pressure situations.
• Skilled in organizing and supervising workflow, ideas, materials, and people.
• Exceptional written and verbal communication in-person and via phone/internet
• Adaptable, team player, self-motivated, quick learner, personable, organized, detailed-oriented, creative. Technical Skills
• Microsoft Word, PPT, and Excel, Google Docs, internet navigation, multiple-line telephone, common office equipment, Cloud presentation software
• Database programs: Epic, Lawson, GAD communication system, Live Person Chat, Warehouse Management, Business Objects, Sterling order management system Education Certifications
M.S. in Social Work Phlebotomist
Walden University, anticipated Feb 2025 Ohio School of Phlebotomy, May 2017 M.S. in Exercise Science & Health Promotion First Aid/CPR California University of Pennsylvania, Jan 2018 American Red Cross, Sept 2021 B.S. in Education Medication Administration 1
The Ohio State University, June 2012 Ohio DODD, Oct 2021 Experience
TBS Specialist, ViaQuest, Inc. Dec 2021-present
• Provide Therapeutic Behavioral Services to clients one-on-one or in groups in coordination with a licensed clini- cian to assist with mental health needs
• Provide person-centered service planning/care coordination of healthcare, behavioral health, non-healthcare services, promoting a positive and cooperative relationship with all outside contacts.
• Development treatment plans
• Provide linkage to community resources and crisis prevention services, implement and plan interventions, discuss treatment options, focus on restoration of daily life skills Training Specialist, Goodwill Columbus (Work & Community Services) Aug 2021 to Dec 2021
• Prepared program participants for community-based employment by training on specific job tasks and expecta- tions
• Provided client-centered coaching, mentoring, and support to achieve completeness and attention to work tasks
• Demonstrated an understanding of basic mental health principles and behavior support practices to support per- sonal success
• Provided verbal and/or physical intervention as needed to keep the individual and other workers safe. Unit Coordinator, Nationwide Children’s Hospital . July 2019 to Apr 2021
• Oversaw front desk operations of the Adolescent Behavioral Health unit
• Prepared and maintained patient medical records and inventory utilizing EPIC and Lawson
• Initiated various communications (e.g. between outside personnel and unit staff, Protective Services, care team, Environmental Services)
• Initiated alerts in emergency situations, following the appropriate process
• Practiced HIPAA and other safety guidelines
Independent Provider (Medicaid) . Dec 2017-June 2020
• Provided personal home care services to elderly patient with dementia
• Maintained appropriate documentation
• Filed claims
Assistant Director, Ultimate Health Care Solutions, Inc. April 2015-Jan 2018
• Managed the day-to-day operations of a growing training facility including: ensuring state compliance, enrolling students, maintaining sensitive records, collecting fees, inventory and ordering, addressing customer and partner inquires
• Conducted interviews, supervised, and trained employees
• Implemented marketing strategies to increase business and presence in the community (e.g. securing partnerships with area healthcare employers and educational organizations) 2
Tannah L. Penny 145 N. 20th St.
******@*****.*** Columbus, OH 43203
Experience (cont’d)
Phlebotomist, Biomat USA (Grifols, Inc.) July 2017-Oct 2017
• Assisted donors in their suitability, monitoring, and processing of donating plasma
• Ensured donor confidentiality
• Maintained proper use and maintenance of plasma equipment per safety and health standards
• Properly maintained cleanliness and followed appropriate disposal measures of equipment STNA, Dedicated Nursing Associates May 2015-July 2017
• Supported residents in long-term, acute, and rehabilitative care in accomplishing their daily needs and activities
• Documented and verbally acknowledged resident behavior and care appropriately
• Collaborated with nurses, therapists, and fellow STNAs to ensure attentiveness Customer Service Representative, DSW Designer Shoe Warehouse Aug 2013-May 2015
• Provided exceptional customer service by being passionate, friendly, helpful, and real
• Addressed customer concerns via telephone, email, and Click-to-Chat
• Collaborated with retail locations to research customer transactions and Rewards accounts
• Mentored new hires in one-on-one and group settings
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