Customer Service Patient Care
Resume:
Shasta Franklin
Columbus, OH *****
************@*****.***
Professional Summary
I'm searching for a place to retire and have the stability in a workplace. I'm willing to learn more and be an asset to a company.
Work Experience
STNA
Majestic Care-Columbus, OH
February 2025 to Present
• Provided direct patient care and assistance with activities of daily living as a State Tested Nursing Assistant (STNA)
• Assisted patients with bathing, dressing, grooming, and toileting to ensure their comfort and well-being
• Monitored vital signs such as blood pressure, temperature, pulse rate, and oxygen levels on a regular basis
• Assisted in transferring patients from beds to wheelchairs or other mobility devices using proper lifting techniques
• Maintained accurate documentation of patient information including medical history, treatments provided, and any changes in condition
Member Advocate
Instant teams-Remote
March 2024 to January 2025
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 80% increase in customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 10 minutes
• Built strong relationships with customers through active listening and empathy, resulting in an 99% decrease in customer complaints
• Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
• Identified opportunities for upselling and cross-selling products based on customer needs and preferences, contributing to an increase in sales revenue by 90% STNA
Rivergrove health and rehabilitation-Loudon, TN
June 2022 to March 2024
• Provided direct patient care and assistance with activities of daily living as a State Tested Nursing Assistant (STNA)
• Assisted patients with bathing, dressing, grooming, and toileting to ensure their comfort and well-being
• Monitored vital signs such as blood pressure, temperature, pulse rate, and oxygen levels on a regular basis
• Assisted in transferring patients from beds to wheelchairs or other mobility devices using proper lifting techniques
• Provided emotional support and companionship to patients during their stay in the healthcare facility
• Ensured infection control protocols were followed at all times to prevent the spread of diseases within the healthcare facility
Customer service representative
Teleperformance USA-Remote
January 2017 to June 2022
• Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
• Documented all customer interactions and solutions in a detailed ticketing system for future reference
• Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution
• Assisted in the development of user guides and knowledge base articles to improve self-service options for customers
• Performed remote diagnostics and troubleshooting to identify network connectivity problems
• Installed, configured, and maintained software applications on customer devices remotely or onsite as required
Customer service representative
Convergys-Chattanooga, TN
April 2012 to January 2017
• Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
• Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
• Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
• Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
• Collaborated with cross-functional teams to resolve complex customer issues and escalations
• Collaborated with the sales team to identify opportunities for upselling or cross-selling products/services based on customer needs
Education
Ged
Skills
• Caregiving
• Patient care
• Acute care
Certifications and Licenses
State Tested Nursing Assistant
Driver's License
CPR Certification
CNA
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