Center Representative Call
Resume:
Kimberly
Roberts
Chattanooga, TN *****
*************@*****.***
Professional and Personable Team Member, currently seeking a remote, part-time customer service role with a successful organization. Efficient case manager with previous call center experience and a proven track record of using excellent communication and organizational skills to serve clients while fostering company goals. Key Skills & Competencies
• Customer Service Champion – Detail oriented call center representative focused on providing world class customer care while remaining calm, kind, professional, and procedure-driven (Unum Provident; Office Team). Acted as patient advocate and medical care liaison between staff, clients, family members, and Medicare/Insurance companies (Case Manager for Siskin Hospital for Physical Rehabilitation).
• Leadership – Led a team of approximately 50 senior-care professionals as the Executive Director of Regency House; responsible for increasing occupancy rate from 65% to 95%. Collaborated with six-member management team to direct marketing efforts for The Terrace at Mountain Creek; held a 95% occupancy rate.
• Confident Communicator – Team Leader, Staff Supervisor, and Proactive Liaison between upper level management, residential clients, family members, and community stakeholders responsible for the daily management and marketing efforts of two assisted living facilities. Collaborated with a team of approximately 20 call center professionals to meet organizational goals and answer individualized client inquiries.
• Community Involvement – Held positions as President and Vice President, Friends of the North River Civic Seniors; Committee Member, Siskin Rehab Week, 3 years running; UTC Committee Member, Committee Member of local area charitable giving golf tournaments, including Porky’s, 5 years running.
• Technology – Proficient in MS Office Suite, including Word, Excel & PowerPoint. Fully Remote-work capable. Related Experience
JUNE 2017 – JUNE 2020
Executive Director / Regency House Assisted Living (Hixson, TN) Responsible for overall community management in this 54-bed facility, including daily operations, maintaining positive client relations, marketing, profit margins, licensing, and all regulatory compliance. AUG. 2016 – FEB. 2017; FEB. 2004 – FEB. 2009
Director of Marketing / The Terrace at Mountain Creek (Chattanooga, TN) Primary communication liaison between Senior Care Staff and prospective residents; maintained 95% or higher occupancy rate in this 114-bed facility focused on providing assisted living and memory care. AUG. 2011 – JAN. 2015
Case Manager / Siskin Hospital for Physical Rehabilitation (Chattanooga, TN) Served a diverse clientele with courtesy and professionalism while developing individualized patient goals, total care plans, and monitoring progress. Acted as after-care liaison between patients, families, and staff; interfaced with medical equipment vendors, physical therapists, and pharmacies to ensure top quality patient care. Education
2004
Bachelor of Science, Sport and Event Management / University of Tennessee, Chattanooga 1998
Bachelor of Science, Business Marketing / University of Tennessee, Chattanooga
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