Scheduling Specialist with CNA Background

Mercedes Renze

Ida Grove, Iowa *****

712-***-**** - *****.*****@*****.***

Professional Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Skills

• Patient care • HIPAA compliance

• Reliable team player • Direct patient care

• Collecting vital signs • Electronic charting

• Medical terminology • Customer service

• Active listening • Critical thinking

• Data entry • Call center experience

• Computer proficiency

Work History

01/2020 to Current Certified Nursing Assistant- PRN Shift Key – Traveling

• Assisted in daily living activities for patients, enhancing comfort and well-being.

• Supported nursing staff with patient care tasks, ensuring efficient workflow.

• Monitored vital signs and reported changes to healthcare team promptly.

• Maintained cleanliness of patient areas, adhering to safety protocols.

• Provided emotional support to patients and families during challenging situations.

• Documented patient information accurately in electronic health records systems.

• Checked patient vitals such as temperature, blood pressure, and blood sugar levels. Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.

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08/2025 to 04/2026 Debt Collector

IC Systems – Remote

• Managed accounts receivable to ensure timely collection of outstanding debts. Negotiated payment arrangements with clients to resolve delinquent accounts effectively.

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Utilized collection software to track interactions and maintain accurate account records.

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Trained new team members on best practices for debt recovery and customer communication.

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Resolved escalated customer inquiries, maintaining positive relationships while securing payments.

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Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.

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Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.

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Worked in call center environment handling manual and automatically dialed outbound calls.

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• Maintained high volume of calls and met demands of busy and productive group. 07/2023 to 08/2025 Customer Service Representative Amazon – Remote

Resolved customer inquiries through multiple channels, enhancing satisfaction and loyalty.

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Streamlined order processing procedures, improving efficiency and reducing response times.

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Provided training to new team members on customer service protocols and systems.

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Analyzed customer feedback to identify trends and recommend process improvements.

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Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

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Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

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Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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06/2020 to 07/2023 Customer Service Representative Dial America – Remote

Collaborated with cross-functional teams to ensure seamless service delivery and issue resolution.

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Developed training materials for staff, fostering a consistent approach to customer interactions.

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• Led initiatives to enhance the customer experience based on data-driven insights. Mentored junior representatives, promoting best practices in communication and problem-solving skills.

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Conducted follow-up calls to ensure resolution of issues, fostering long-term customer loyalty.

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Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.

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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

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Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

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Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.

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Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

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08/2018 to 06/2020 Certified Nursing Assistant

Robertson County Health Department – Springfield, TN Administered medications and monitored vital signs to maintain patient health standards.

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Trained new staff on operational procedures, enhancing team efficiency and patient service quality.

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Streamlined documentation processes in electronic health records for improved accuracy and accessibility.

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Advocated for patient needs within multidisciplinary teams, fostering collaborative care environments.

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Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.

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Performed accurate documentation of patient information according to established protocols for record-keeping purposes.

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Collaborated with healthcare teams to develop and implement individualized care plans.

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Educated patients and families on health management, promoting preventive care practices.

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01/2014 to 08/2018 Assembly Line Worker

Electrolux – Springfield, TN

• Operated assembly line machinery to ensure efficient production flow.

• Assembled components according to specifications and quality standards.

• Collaborated with team members to meet daily production targets.

• Inspected finished products for quality assurance and compliance.

• Trained new employees on assembly processes and safety protocols.

• Implemented process improvements that enhanced workflow efficiency. Monitored equipment performance, reporting issues to maintenance teams promptly.

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Maintained a clean and organized work environment adhering to safety regulations.

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Met daily production quotas by working effectively within a fast-paced assembly line environment.

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Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.

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Contributed to a positive work atmosphere, fostering strong relationships with colleagues while maintaining professionalism and focus on tasks at hand.

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Education

01/2014 High School Diploma

Springfield High School - Springfield, TN

• 4.0 GPA

Certifications

• CNA - Certified Nurse Assistant

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