Customer Service Representative
Resume:
NANCY
OSEI
************@*****.**
m
Philadelphia, PA 19116
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
PROFESSIONAL SUMMARY
Barc Developmental Services - Documentation Assistant Barc Developmental Services - Lead Residential
Counselor
Buckingham, PA • 06/2019 - 12/2021
WORK HISTORY
Provided assistance with inbound and outbound
document processes, document sorting, logging and work order creation.
•
Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
•
Prepared documents for projects in accordance with project manager, team or client specifications.
•
Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
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Developed and deepened relationships with residents and fellow staff.
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Completed daily resident welfare checks and coordinated with facility staff to meet resident needs.
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Fostered relationships with residents and worked with new residents to optimize acclimation and ease
transition to new living environment.
•
Conducted weekly meetings with directors and assessed and advocated resident needs; recommended solutions and strategies to improve resident care and satisfaction.
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• Interfaced with residents to address and resolve SKILLS
• Planning
• Flexible
• Problem resolution
• Project planning
• Customer service
• Work ethic
• Microsoft Office
• Conflict resolution
• Leadership
• Decision-making
• Organizational skills
• Active listening
• Team building
• PPE use
Requirement
Documentation
•
• Microsoft Excel
• Critical Thinking
• Documentation Oversight
• Customer Support
• Microsoft Word
• Audit Support
Entry Level
EDUCATION
Philadelphia, PA • 05/2014
Nursing Assistant : Nursing
Assistance
Bucks County Community
College
Newtown, PA • 01/2012
Some College (No Degree):
Communication Studies
George Washington High
School
Philadelphia, PA • 05/2011
High School Diploma
InVision - Assistant Direct Support Professional Supervisor Reading, PA • 06/2015 - 06/2019
complaints or grievances.
Counseled residents at retirement community and
assisted living facility, liaising between residents and community programs and organization.
•
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
•
Demonstrated leadership by making improvements to
work processes and helping to train others.
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Provided excellent service and attention to customers when face-to-face or through phone conversations.
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Improved operations by working with team members and customers to find workable solutions.
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Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal and social skills.
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Counseled residents in group sessions to assist in overcoming dependencies and adjustments to life.
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Utilized Ms Office,word,excel,outlook, powerpoint to fill out and maintain federal and state-mandated forms, client diagnostic records, incident reports and progress notes.
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Enforced policies and safety standards through building and room rounds.
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Conducted tours, orientation and educational sessions for residents and families.
•
Developed and updated policies and procedures,
maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
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Communicated with patients, ensuring that medical
information was kept private.
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Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
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Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with
associated regulations.
•
Implemented successful healthcare program through
professionalism, quality of care, medical teaching and
•
Holy Redeemer Lafayette - Food Service Assistant
Philadelphia, PA • 03/2011 - 06/2015
Burlington Coat Factory Distribution Center - Customer Service Representative
Philadelphia, PA • 08/2010 - 06/2011
patient satisfaction.
Scheduled surgeries, managed pre-certifications and verified insurance coverage.
•
Monitored food preparation and offered feedback on portion size and presentation.
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Prepared orders on trays for dine-in orders or in bags for takeout orders.
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Scheduled and received food and beverage deliveries from diverse suppliers, maintaining lists to minimize errors.
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Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
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Assisted guests with menu choices, recommending
pairings in alignment with preferences.
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Greeted customers at counter to fulfill requests and answer questions.
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Communicated effectively with customers to plan large or specialized orders, providing customers with
recommendations, samples and response to particular requests.
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Observed customer purchases in line and differentiated between standard portions.
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De-escalated problematic customer concerns,
maintaining calm, friendly demeanor.
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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Answered customer telephone calls promptly to avoid on-hold wait times.
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Responded to customer requests for products, services and company information.
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Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
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Provided primary customer support to internal and
external customers.
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• Recommended products to customers, thoroughly
explaining details.
Offered advice and assistance to customers, paying attention to special needs or wants.
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