Carla Jones

San Diego, CA *****

advmc3@r.postjobfree.com

619-***-****

Work Experience

Call Center Agent

TTec - Las Vegas, NV

August 2019 to December 2019

• Check to ensure that appropriate changes were made to resolve customers' problems

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

• Refer unresolved customer grievances to designated departments for further investigation

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

• Getting Information

• Interacting With Computers

• Communicating with Persons Outside Organization

• Communicating with Supervisors, Peers, or Subordinates

• Organizing, Planning, and Prioritizing Work

• Performing for or Working Directly with the Public

• Thinking Creatively

• Experience with: Active Data Online WebChat, Adobe Systems Adobe Acrobat, ADP Workforce Now, Customer relationship management CRM software, Customer service and support software, Customer service knowledge generation software, Desktop computers Certified Nursing Assistant (CNA)

Signature Healthcare - Memphis, TN

February 2014 to November 2016

• Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs

• Turn or reposition bedridden patients

• Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising

• Measure and record food and liquid intake or urinary and fecal output, reporting changes to medical or nursing staff

• Record vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff

• Observe or examine patients to detect symptoms that may require medical attention, such as bruises, open wounds, or blood in urine

• Feed patients or assist patients to eat or drink

• Undress, wash, and dress patients who are unable to do so for themselves

• Lift or assist others to lift patients to move them on or off beds, examination tables, surgical tables, or stretchers

• Clean and sanitize patient rooms, bathrooms, examination rooms, or other patient areas

• Wash, groom, shave, or drape patients to prepare them for surgery, treatment, or examination

• Record height or weight of patients

• Assisting and Caring for Others

• Communicating with Supervisors, Peers, or Subordinates

• Establishing and Maintaining Interpersonal Relationships

• Performing General Physical Activities

• Making Decisions and Solving Problems

• Documenting/Recording Information

• Experience with: Adjustable hospital beds, Anti-embolism elastic stockings, Automated blood pressure cuffs, Clinical trapeze traction bars, Desktop computers, Electronic stethoscopes, Foot boards, Gait belts, Hospital bedpans, Hospital intercom equipment, Hydraulic patient lifts Receptionist

World Rental Car Sales - Memphis, TN

September 1997 to December 2001

Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments

• Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destination.

• File and maintain records

• Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents

• Collect, sort, distribute, or prepare mail, messages, or courier deliveries

• Process and prepare memos, correspondence, travel vouchers, or other documents

• Keep a current record of staff members' whereabouts and availability

• Interacting With Computers

• Performing for or Working Directly with the Public

• Communicating with Supervisors, Peers, or Subordinates

• Establishing and Maintaining Interpersonal Relationships

• Documenting/Recording Information

• Communicating with Persons Outside Organization

• Organizing, Planning, and Prioritizing Work

• Making Decisions and Solving Problems

• Selling or Influencing Others

• Experience with: Desktop computers, Filing Cabinets, Handheld calculators, Microsoft Office, Microsoft Word, Multi-line telephone systems, Personal computers, Photocopying equipment, Postage machines, Scanners, Web browser software

Call Center Agent

AT&T - Memphis, TN

June 2000 to August 2001

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

• Check to ensure that appropriate changes were made to resolve customers' problems

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

• Solicit sales of new or additional services or products Call Center Agent

Sitel - Memphis, TN

February 1997 to January 1998

• Check to ensure that appropriate changes were made to resolve customers' problems

• Refer unresolved customer grievances to designated departments for further investigation

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

• Solicit sales of new or additional services or products

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems

• Getting Information

• Interacting With Computers

Education

High School Diploma

Trezevant High School - Memphis, TN

Skills

• CRM Software

• Vital Signs

• Order Entry

• Medical Records

• Microsoft Outlook

• Hospital Experience

• Adobe Acrobat

• Medical Office Experience

• Customer service

• Medical Receptionist

• ADP

• Medical scheduling

• HIPAA

• Medical Terminology

Certifications and Licenses

CNA

Assessments

Customer Service — Highly Proficient

September 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Customer Focus & Orientation — Proficient

September 2020

Responding to customer situations with sensitivity Full results: Proficient

Call Center Customer Service — Expert

September 2020

Applying customer service skills in a call center setting Full results: Expert

Customer Focus & Orientation — Proficient

September 2020

Responding to customer situations with sensitivity Full results: Proficient

Customer Service — Highly Proficient

September 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Customer Focus & Orientation — Proficient

September 2020

Responding to customer situations with sensitivity Full results: Proficient

Administrative Assistant/Receptionist — Highly Proficient September 2020

Using basic scheduling and organizational skills in an office setting Full results: Highly Proficient

Receptionist — Highly Proficient

September 2020

Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Highly Proficient

Inside Sales — Highly Proficient

September 2020

Understanding and responding appropriately in sales scenarios, and performing common sales calculations

Full results: Highly Proficient

Front Desk Agent (Hotel) — Highly Proficient

September 2020

Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Highly Proficient

Customer service — Highly Proficient

September 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Attention to detail — Familiar

December 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Familiar

Administrative assistant/receptionist — Highly Proficient September 2020

Using basic scheduling and organizational skills in an office setting Full results: Highly Proficient

Call center customer service — Expert

September 2020

Applying customer service skills in a call center setting Full results: Expert

Customer focus & orientation — Proficient

September 2020

Responding to customer situations with sensitivity Full results: Proficient

Front desk agent (hotel) — Highly Proficient

September 2020

Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Highly Proficient

Medical receptionist skills — Expert

November 2020

Managing physician schedules and maintaining accurate patient records Full results: Expert

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Contact this candidate