High Volume Customer Service
Resume:
Trununda Jackson
Cedar Hill, TX *****
****************@*****.***
Work Experience
Family Follow Up Specialist
Black and Clark Funeral Home-Dallas, TX
Present
1. Managed a high volume of incoming calls, efficiently routing them to the appropriate departments
• Reaching out to families after services
• Scheduled appointments and maintained calendars for multiple executives, ensuring optimal time management
• Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
• Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies
• Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence
• Resolved customer complaints or issues promptly and professionally to maintain customer satisfaction
• Created detailed reports on daily activities such as visitor traffic, phone call volume, and appointment scheduling metrics
• Handled a high volume of inbound customer calls, averaging XX calls per day
• Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
• Utilized CRM software to accurately document customer interactions and update account information
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
• Participated in ongoing training sessions to stay updated on product knowledge and enhance communication skills
• Maintained a positive attitude during challenging interactions with upset or irate customers, de- escalating situations effectively
• Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers
Home Health Care Aide
Visiting Angels-Cedar Hill, TX
Present
• Provided compassionate and personalized care to elderly and disabled clients in their homes
• Assisted clients with activities of daily living, including bathing, dressing, grooming, and medication management
• Monitored vital signs and reported any changes or concerns to healthcare professionals
• Ensured a safe environment for clients by identifying potential hazards and taking appropriate measures to prevent accidents
• Supported clients with mobility assistance, transfers, and ambulation exercises as needed
• Prepared nutritious meals according to dietary restrictions and assisted with feeding when necessary
• Managed household tasks such as light housekeeping, laundry, and grocery shopping for clients
• Provided companionship and emotional support to alleviate feelings of loneliness or isolation
• Maintained accurate documentation of client care activities, including daily progress notes and incident reports
• Collaborated with healthcare team members to coordinate appointments, transportation arrangements, and medical equipment needs for clients
• Adhered to HIPAA regulations regarding client confidentiality at all times
• Assisted in physical therapy exercises prescribed by healthcare professionals
• Responded promptly to emergencies or urgent situations requiring immediate attention
• Demonstrated empathy towards clients' emotional well-being while maintaining professional boundaries
• Coordinated respite care services for family caregivers needing temporary relief from caregiving responsibilities
• Closely monitored changes in client behavior or health status that may indicate the need for medical intervention
Home Health Care Aide
Beneficial Home Health-Dallas, TX
October 2018 to December 2024
• Provided compassionate and personalized care to elderly and disabled clients in their homes
• Assisted clients with activities of daily living, including bathing, dressing, grooming, and medication management
• Monitored vital signs and reported any changes or concerns to healthcare professionals
• Implemented individualized care plans developed by nurses or physicians
• Ensured a safe environment for clients by identifying potential hazards and taking appropriate measures to prevent accidents
• Supported clients with mobility assistance, transfers, and ambulation exercises as needed
• Prepared nutritious meals according to dietary restrictions and assisted with feeding when necessary
• Managed household tasks such as light housekeeping, laundry, and grocery shopping for clients
• Provided companionship and emotional support to alleviate feelings of loneliness or isolation
• Maintained accurate documentation of client care activities, including daily progress notes and incident reports
• Collaborated with healthcare team members to coordinate appointments, transportation arrangements, and medical equipment needs for clients
• Adhered to HIPAA regulations regarding client confidentiality at all times
• Assisted in physical therapy exercises prescribed by healthcare professionals
• Responded promptly to emergencies or urgent situations requiring immediate attention
• Communicated effectively with family members regarding client's condition updates
• Promoted independence by encouraging self-care activities whenever possible
• Coordinated respite care services for family caregivers needing temporary relief from caregiving responsibilities
• Closely monitored changes in client behavior or health status that may indicate the need for medical intervention
• Served as an advocate for clients' rights during interactions with other healthcare providers or agencies
• Assisted with range of motion exercises to improve or maintain clients' physical function
• Maintained a clean and organized work environment to ensure client safety
• Managed medical equipment such as oxygen tanks, nebulizers, and mobility aids
• Demonstrated strong problem-solving skills when faced with unexpected situations or changes in clients' conditions
Education
High School Diploma in Academic
Cedar Hill High, Honors Academy-Dallas, TX
August 2000 to May 2004
Skills
• HIPAA (10+ years)
• Acute care (10+ years)
• Caregiving (10+ years)
• Call rep (10+ years)
• Computer (10+ years)
• Receptionist (10+ years)
• Home health (10+ years)
• Communication (10+ years)
• English
• Patient care (10+ years)
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