Service Agent Center Representative
Resume:
Résumé
Jean Phillips
**************@*****.***
*** ***** ****** *****, *********, NC 27295
Skills
Staff Management
Training and mentoring
Team Building
Rapport
Efficient and Reliable team player
Problem-solving skills
Customer support
Inbound/Outbound phone calls
Quality assurance
Typing 32-35 wpm
Sales expertise
Product Promotions
Call Center
Supervisory Skills
Time Management Skills
Computer Skills
Microsoft: Excel, Spreadsheet, Word, Office, PowerPoint, Outlook, One Note, 365, Teams.
Sales Force
Avaya
Soft Phone
Great communication Skills
Shows Empathy
Goal Driven
Willingness and Eagerness to learn new skills
Filing, Storing, Organizing (Clerical Duties)
Teaching, Small groups, and Virtually (Virtual Classroom)
Hiring, Onboarding, and Training
Scheduling
Administrative Assistant Skills
Education
West Davidson High School
Lexington, NC • 05/2004
High School Diploma
Davidson County Community College
Thomasville, NC 12/15/2006
Nurses Assistant Certification/Licensure
Strayer University
Washington, DC
Bachelor of Science: Criminal Justice
Professional Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Self-directed Medication Aide with Geriatrics and Memory Care. Admirable organizational and time management skills. Proven to comprehend and quickly act on verbal and written instructions. A diligent Healthcare professional was proficient in administering scheduled medications to over 60 patients per day. Accustomed to closely monitoring vital signs and quickly addressing medication side effects. Adept at diligently reporting adverse reactions and allergies with timely remediation. Organized and efficient with over 12 years of industry experience.
Mechanically inclined Spinning Operator with experience running up to 4 Frames that contain over 300 rollers simultaneously to produce yarn according to specifications. Skilled in working with a variety of materials and machines. Achieved and maintained a safe working environment for all employees.
Innovative Call Center Representative with 3+ years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Offering progressively responsible sales experience with industry companies. A natural leader with a proven record of exceeding sales targets and driving customer service excellence. Skilled in training and mentoring new associates on methods and techniques to build customer retention and boost loyalty. Passionate about helping customers and delivering top-notch experiences in every interaction.
Outgoing Fast-Food Worker with a background in food service settings. Well-organized and hard-working with a passion for customer satisfaction. Talented at multitasking and remaining calm when handling many orders during busy hours.
A reliable, top-notch sales associate with outstanding customer service skills and relationship-building strengths. Dedicated to welcoming customers and providing comprehensive service. In-depth understanding of sales strategy and merchandising techniques.
Work History
SUPPORT SERVICES GROUP, LLC-
Remote (WFH) Customer Care Agent
Company Location: Waco, Texas
08/10/2022-08/27/2022
Received inbound calls about a subscription service.
Assisting with issues with subscriptions as well as payments.
Assisted customers with deciding on bundling their subscriptions.
Canceling/activating subscription services
Any other issues/problems or concerns the customer may have.
Treating the customer with the utmost respect and actively listening to their complaints/and or concerns and escalating if necessary.
CONCERO- Remote Customer Care Agent
Company Location: Chesterfield, MO
5/10/2022-07/12/2022
Made outbound calls to assist patients with scheduling their eye exam appointment.
Changed/ Cancelled and reminded customers of upcoming appointments.
CONCENTRIX-
Remote Customer Service Agent
Company Location: Cincinnati, Ohio
03/2022-03/2022
Answered inbound chat messages and assisted the customer (HRBlock Employees) with tech issues relating to HRBlock Software.
EVERISE-
Remote Customer Care AgentRemote-
Company Location: Austin, Texas
10/05/2021-12/16/2021
Answered inbound calls and assisted customers with changing demographics, changing/updating PCP(primary care physician), and taking payments for their monthly/yearly premiums. Re-gaining access to their locked-out accounts.
The use of VPN, working remotely and using CRM software such as salesforce, Avaya, and softphone.
Greeted members warmly and ensured them that they would be taken care of to the best of my ability in a warm, friendly, and empathetic manner.
Assisted other agents with difficult cases.
FORSYTH MEDICAL CENTER -
Certified Nursing Assistant
Company Location: Winston-Salem, NC
02/2021 - 08/2021
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Evaluated patients to identify and address wounds, behavioral concerns, and, medically relevant symptoms.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Supported ambulation and physical therapy need by conducting planned exercise routines.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Maintained best-in-class standards for individualized care in a 68-bed unit by continuously checking in with patients and families and quickly providing care.
Continuously checking in with patients and families and quickly providing care
SOMERSET COURT ASSISTED LIVING -
SIC/Medication Aide/Certified Nursing Assistant
Company Location: Mocksville, North Carolina
08/2020 - 02/2021
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Created successful work schedules for each team member to maintain deadlines and fully staffed shifts.
Assist Resident Care Director in Interviewing/ Hiring /Screening/Drug testing/background check/ onboarding and training new hires.
Being a mentor and leader to other members of the Personal Care Team.
Always uphold the policies and procedures of the company with dignity and respect.
Kept digital records of patient details, medications, billing, and other activities
Maintained best-in-class standards for individualized care in the 60-bed facility by continuously checking in with patients and families and quickly providing care.
MOCKSVILLE SENIOR LIVING-
SIC/Medication Aide/Certified Nurse's Assistant
Company Location: Mocksville, NC
06/2020 - 08/2020
Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
Supported ambulation and physical therapy need by conducting planned exercise routines.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Obtained the client's medical history, medication information, symptoms, and allergies.
Oversaw and maintained patients' rooms, group living areas, and nurse stations.
Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
Obtained biological specimens for ordered tests and prepared for laboratory transport.
Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's
Disease and muscular dystrophy.
Maintained best-in-class standards for individualized care in a 70-bed unit by continuously checking in with patients and families and quickly providing care
GILDAN YARNS -
Textile Worker
Company Location: Mocksville, North Carolina
02/2020 - 03/2020
Set up, changed wax, and operated machines to create yarn to product specifications.
Complied with company policies, shop regulations, and legal requirements.
Notified supervisor of observations regarding working conditions and machine functionality.
Performed basic maintenance and cleaning processes on spinning machines and related equipment.
Operated 2 Frames that contained over 300 Rollers that spun yarn into string onto bobbins.
WAKE FOREST BAPTIST MEDICAL CENTER-
Certified Nurses Assistant
Company Location: Winston-Salem, NC •
08/2019 - 02/2020
Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Maintained best-in-class standards for individualized care in a 24-bed unit by continuously checking in with patients and families and quickly providing care
SOMERSET COURT ASSISTED LIVING -
SIC/Medication Aide/Certified Nursing Assistant
Company Location: Mocksville, NC
04/2017 - 08/2019
Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Documented care actions by completing records and logging in to a medical software system.
Kept detailed records of nursing assessments, administered treatments and medication, discharge procedures, and follow-up care needs.
Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
Supervised at least 30 staff members alongside management.
MALLARD RIDGE ASSISTED LIVING -
SIC/Medication Aide/Certified Nursing Assistant
Company Location: Mocksville, North Carolina
11/2016 - 04/2017
Collaborated with peers and attended meetings to brainstorm new activities for patients and discuss ways to resolve issues.
Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Documented care actions by completing records and logging in to a medical software system.
Kept detailed records of nursing assessments, administered treatments and medication, discharge procedures, and follow-up care needs.
Identified and reported unsafe situations to Maintenance Supervisor to maintain adherence to safety protocols.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Maintained best-in-class standards for individualized care in 60-bed assisted living unit and 20-bed by continuously checking in with patients and families and quickly providing care
SOMERSET COURT ASSISTED LIVING -
SIC/ Medication Aide/Certified Nursing Assistant
Company Location: Mocksville, North Carolina
03/2011 - 11/2016
Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
Collaborated with peers and attended meetings to brainstorm new activities for patients and discuss ways to resolve issues.
Wiped down the equipment with proper cleaning products after each patient's transport to reduce instances of infection.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Documented care actions by completing records and logging into the medical software system.
Obtained biological specimens for ordered tests and prepared for laboratory transport.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds.
Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms. This is done under the supervision of a licensed Nurse.
Reported unusual or urgent circumstances in patients' condition or environment immediately to the nurse supervisor as well as their Primary Care Physician.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
Maintained best-in-class standards for individualized care in a 60-bed unit by continuously checking in with patients and families and quickly providing care
ASSURANCE INSURANCE AGENCY -
Customer Service Agent Team Lead
Company Location: Thomasville, NC •
09/2008 - 03/2011
Provided primary customer support to internal and external customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided information regarding charge accounts and loyalty programs.
Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
Answered a constant flow of customer calls with minimal wait times.
Handled day-to-day customer contact via phones, faxes, and emails.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Recommended new Life Insurance products, resulting in a 25% increase in revenue in 2011.
CEDAR ROCK ASSISTED LIVING -
SIC/Medication Aide/Certified Nursing Assistant
Company Location: Mocksville, North Carolina
01/2007 - 09/2008
Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
Collaborated with peers and attended meetings to brainstorm new activities for patients and discuss ways to resolve issues.
Obtained biological specimens for ordered tests and prepared for laboratory transport.
Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Documented care actions by completing records and logging in to a medical software system.
Kept detailed records of nursing assessments, administered treatments and medication, discharge procedures, and follow-up care needs.
Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Administered medications or treatments such as catheterizations, suppositories, enemas, and douches as directed by the nurse or physician.
Maintained best-in-class standards for individualized care in a 46-bed unit by continuously checking in with patients and families and quickly providing care
MCDONALD’S 24/HR -
Cashier/Drive-Thru Cashier
Company Location: Wilmington, North Carolina
08/2005 - 01/2007
Took orders at the drive-thru or front counter and accurately processed payments to provide guests with great service.
Resolved problems with orders quickly and offered refunds or replacements.
Organized freezers, refrigerators, and storage rooms by receiving, recording, and moving food and beverage supplies and products.
Understood restaurant menu, limited-time offers, and promotions to answer guest questions.
Interacted professionally through clear communication with customers to promote positive patron experiences.
Assisted customers in choosing menu items by providing food-complementing information.
Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
Balanced cash drawer at the beginning and close of shift.
Maintained cash drawer of $50 or more per shift
BELK RETAIL STORE -
Customer Service Associate
Company Location: Lexington, NC
05/2004 - 08/2004
Developed and actualized customer service initiatives to decrease wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Demonstrated items to customers and created customer awareness, interest, and sales.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Resolved concerns with products or services to help with retention and drive sales.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Executes excellent sales floor merchandising and selling.
Maintained clean personal appearance, modeled store's outfits when working in clothing department settings, and wore uniforms per company policy.
Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained at least 50 dollars in the cash drawer at all times.
Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
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