Customer Service Call Center

Chavonne Urquhart

Bronx, NY ***** ● C: 347-***-**** ● E: ******************@*****.***

SUMMARY OF QUALIFICATIONS

Self-motivated and capable Customer Care Professional with 2+ years of experience working remotely in outsourced call center support and 20+ years of experience providing home healthcare support to elderly and disabled clients. Strong communication skills and proficiency in written and spoken English. Exceptional customer service and problem-solving abilities, handle challenging situations respectfully and professionally. Comfortable using various computer programs and systems and possess a reliable home office setup with stable internet connection.

PROFESSIONAL EXPERIENCE

GLOBAL CONTACT SERVICES Remote

Customer Support Representative 08/2021 – Present

•Receive calls from customers on behalf of the New York City Transit Authority’s (NYCTA) Paratransit Services Team. Provide world-class customer service to GCS customers by phone.

•Effectively meet GCS and client expectations and provide high quality travel assistance while processing reservations and requests; exceed daily/weekly/monthly performance targets related to response time, quality, and client satisfaction.

•Assist qualified customers with disabilities who are authorized to use the NYCTA’s “Access-a-Ride” program for transportation in the New York City area following all approved policies and processes.

•Maintain a comprehensive understanding of GCS policies and procedures to provide accurate information to customers.

•Resolve customer inquiries, issues, and concerns in a professional and timely manner; identify and escalate priority issues to the appropriate supervisor when necessary.

ABM INDUSTRIES - LaGuardia Airport Queens, NY

Taxi Dispatcher 09/2019 – 04/2020

•Maintained an orderly flow of passengers and taxicabs and oversaw the movement and expeditious loading of taxis; performed activities in a high-volume environment.

•Advised customers of rules and regulations pertinent to the trip including correct fare and meter rates to their destination.

HAMASPIK HOME CARE Brooklyn, NY

Personal Care Assistant 08/2017 – Present

CONCEPTS OF INDEPENDENCE New York, NY

Personal Care Assistant 03/2013 – Present

•Cared for patients in their homes; took and recorded vital signs, ensured proper hydration, and administered physician-prescribed oral medications as directed by home care nurses.

•Helped patients in the activities of daily living (ADL) such as dressing, bathing and grooming themselves; applied preparations and treatments, liniment, alcohol rubs and heat lamp stimulation.

•Washed and folded laundry, changed bed linens, cleaned and resupplied patients’ bathrooms.

•Purchased food, prepared, and served meals to patients, following any prescribed dietary restrictions.

•Assisted patients with safely going up and down stairs, getting in/out of beds, automobiles, and wheelchairs, and assisted in lavatory.

•Accompanied ambulatory patients outside their homes, serving as guide, companion, and aide.

•Entertained patients by conversing, reading aloud, and playing cards and board games with them.

•Performed miscellaneous tasks such as obtaining household supplies and running errands.

•Maintained daily records of services provided and of observed condition of each patient.

SOUTHSIDE VIRGINIA TRAINING CENTER Petersburg, VA

Personal Care Assistant 03/2003 – 02/2012

EDUCATION

Sussex Central High School, Sussex, VA

High School Diploma

SKILLS MS Office Suite, Google Suite, Zoom, walkie-talkie, various cloud-based databases

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