Service Representative Customer Support
Resume:
ONYEKACHUKWU ILUORE
Houston, TX 904-***-**** ******************@*****.***
PROFESSIONAL SUMMARY
Healthcare professional with a Bachelor of Science in Human Anatomy and Nursing, respectively. Seeking a position with a reputable medical establishment to enable me to use my knowledge and clinical skills earned during my training to assist your organization achieve its overall patient care successes.
EDUCATION AND CERTIFICATIONS
Bellarmine University, Louisville, KY May 2021
Bachelor of Science in Nursing
University of Port-Harcourt Nigeria, Port-Harcourt, Nigeria May 2010
Bachelor of Science (Human Anatomy) 2004 - 2010
American Heart Association
Basic Life Support (BLS) CERTIFICATION 2016 Valid through 1/2022
Certified Nursing Assistant certificate 2020 Valid through 4/2022
CLINICAL EXPERIENCE
St. Luke’s Sugarland Hospital (Medical Surgical Unit) October 2021- October 2022
Develops, updates and communicates plan of care, including discharge, in partnership with the patient, family and interprofessional healthcare team, using the nursing process. Advocates on patient/family's behalf to identify and resolve clinical and ethical concerns, utilizing appropriate resources.
Provides patient education based on learning needs, uses appropriate resources, incorporating planning for care after discharge. Evaluates the patient's comprehension and adapts teaching methods accordingly.
Establishes a relationship with patients, families and the interprofessional health care team to collaborate on the plan of care by using progressive skills in therapeutic communication, which includes active listening and teaching.
Fosters teamwork by responding positively to requests for assistance. Promotes balance within the work unit to foster a healthy work environment. Seeks guidance from interprofessional health care team, when needed, and applies feedback to improve patient outcomes.
Applies expected behaviors and actions with team members which contribute to improvement of department score for turnover/retention/employee engagement on unit-based scorecard.
Nursing Student /Clinical Rotation (Pediatrics) March 2021– May 2021
Norton Audubon Hospital – Louisville, Kentucky
Measured vitals on Pediatric clients.
Measured height and weight on infants, children, and adolescents.
Maintained fluid and electrolyte balance including oral, IM, SC, rectal, eye, nose.
Appropriately administered tube feedings.
Provided appropriate tracheostomy and suctioning to pediatric client.
Nursing Student/Clinical Rotation (Leadership and Management) Jan 2021 – March sss2021
University of Louisville, Mary and Elizabeth Hospital, Louisville Kentucky
Establishing a compassionate and engaging workplace and supporting nursing staff
Maintaining clinic medical and stationary supply levels
Contributing to team effort and corporate goals
Monitoring feedback from families, patients, clinic nurses and bringing issues forward with solutions to management will be included in the responsibilities
Maintaining up-to-date professional and technical knowledge by completing/attending educational workshops.
Nursing Student/Clinical Rotation (Critical Care) Jan 2021 – March
University of Louisville Hospital, Louisville Kentucky
Providing patient care, performed assessments, and interventions at a 10-bed ICU unit for trauma and post-surgical patients.
Assessing patients’ condition, notified physicians of clinical changes as well as prepared and implemented patient care plans.
Monitoring vital signs, adequacy of ventilation, and levels of consciousness and pain.
Administering medications as determined by the patient’s condition (IV, Sub-Q, etc.)
Communicating the patient’s condition to family members in a compassionate and non-technical manner.
Nursing Student/Clinical Rotation (Labor and Delivery) Sep 2020 – Nov 2020
Norton children Hospital Downtown Area-Louisville Kentucky
●Provide nursing care to women ‘s health issues and the care of mothers and newborns in secondary health settings.
●Assist mothers to adapt to health alterations in pregnancy, childbirth, postpartum, and newborns in health promotion and neonatal adaptation to extrauterine life and early newborn period.
●Design and implement patients’ care plans.
Nursing Student/Clinical Rotation (Mental Health) Sep 2020 – Nov 2020
Baptist Health Louisville Kentucky
Communicate with patients about their problems and discussed the best way to plan and deliver their care.
Ensure correct administration of medication, including injections, and monitored results of treatment.
Implement ‘de-escalation’ techniques to help people manage their emotions and behavior.
Participate in group and one-to-one therapy sessions, both individually and with other health professionals.
Communicate with patients about their problems and discussed the best way to plan and deliver their care.
Nursing Student /Clinical Rotation (Medical Surgical) Aug 2020 – Oct 2020
Norton Audubon Hospital – Louisville, Kentucky
●Perform tasks with a patient -centered focus while seeking opportunities for improvement of processes and treatments.
●Complete 100hours of clinical work on the medical surgery unit.
●Partner with a team of five Registered Nurses to ensure the over-all well-being and safety of all patients’ vital signs, glucose tests and injection administrations.
●Use therapeutic communication techniques with patients’ families and staff, head to toe and focused assessment were performed.
●Evaluate patients care needs, prioritized treatment while maintaining patient flow.
ADDITIONAL EXPERIENCE
Customer Service Representative
CONDUENT– CVS CAREMARK HOUSTON, TX Aug 2017 to Dec 2019
●Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
●Research, prioritize, and resolve customer issues in a timely and accurate fashion.
●Maintain documentation of customer inquiries and responses for future reference.
●Refill of prescriptions and requested for doctor’s prescription refills.
●Direct or route customer calls to appropriate personnel for assistance.
●Track and follow-up on all customer requests promptly.
●Maintain broad knowledge of all company products, services, and promotions.
●Identify and implement new process plan to improve customer support service.
●Manage large volume of customer calls in a with courtesy.
●Maintain procedures and processes for first level problem determination.
●Work with product and sales teams to address and resolve customer issues efficiently.
Wait Staff / Resident Assistant Nov 2016 - Jul 2017
BROOKDALE SENIOR LIVING – JACKSONVILE, FL
●Assist residents in taking their bath and getting dressed.
●Ensure resident are well fed and take their medications at the appropriate times.
●Answer phone calls and requests effectively.
●Ensure residents shipment are received and delivered to them accordingly.
●Answer questions about the care of residents by their family members.
Technical Sales & Customer Service Personnel
POWERTECH INTERMEDIARY SERVICES INTERNATIONAL LIMITED Aug 2013 - Sep 2016
Prepare quotes for agents as requested and manage customers' accounts.
Process and communicate fulfillment orders, forms, and requests for customers and for customer delivery as well as delivery requirements.
Process Return Good Authorization as necessary/approved.
Communicate, coordinate with other departments, and provide backup to team members and other departments.
Process orders after shipment for invoicing.
Communicate with freight carriers regarding P/U or delivery issues, alert customer, accounting & CSR representatives on any noted delivery discrepancies.
Responsible for sales of our products and attending to customers.
Source for items from Original equipment manufacturers.
Prepare tenders and submit tenders.
Gave internal reference numbers and offers numbers to clients when requested.
Pick up purchase orders and kept record.
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