Versatile Virtual Assistant with Leadership Experience
Resume:
Kam Eaton
Team Lead, CSR Rep.
**********@*****.***
Mexico, ME
Work Experience
PSS
Reyah Home Care • Mexico, ME
May 2025 to Present
Provide personalized care and support to individuals with physical, cognitive, or developmental disabilities
Assist clients with activities of daily living (ADLs) including bathing, dressing, grooming, and toileting
Administer medication according to prescribed schedules and documented any changes in health status
Monitor vital signs such as blood pressure, pulse rate, and temperature on a regular basis
Implement individualized care plans developed by healthcare professionals to meet the specific needs of each client
Support clients in maintaining a clean and safe living environment by performing light housekeeping tasks
Collaborate with healthcare team members including nurses, doctors, therapists, and social workers to ensure coordinated care for clients' well-being
Assist with mobility devices such as walkers or wheelchairs to help clients move around safely
Escort clients to medical appointments, social outings, and recreational activities while ensuring their safety at all times
Attend ongoing training sessions to enhance knowledge of best practices in personal support work
Maintain confidentiality of client information in accordance with privacy regulations
Support individuals with mental health challenges by actively listening and providing non-judgmental support
Trainer/Lead
Xact Telesolutions • Orlando, FL
October 2021 to April 2025
I Perform/handle outbound or inbound customer communications via phone • I did work on a dedicated account for over a year and was instrumental in that client staying with XACT. Since then I have moved over to the diverse Global account, handling over 50 clients now. I can handle challenging and unique customer situations in accordance with XACT policies • I am able to Identify and escalate data or program specific issues to appropriate level of management • Currently and have met and exceeded all Quality Assurance expectations. • Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals • Currently working on several contracts with exceptional performance on all. • Currently and actively participating in the XACT Virtual Office program • Exceptional leadership and mentorship abilities to introduce and implement technical solutions. • Excellent recordkeeping, as well as written and verbal communication skills. • Demonstrable credentials as a leading Subject Matter Expert. • I currently have an at home work setup which includes an office setting outside of the home with a multiple monitor setup
Team Lead/CSR Level II agent
SaviLinx LLC • Brunswick, ME
June 2016 to September 2020
Answer inbound as well as placed outbound calls and greeted customers with the ability to determine the issue at hand all the while letting the customer know that the outcome will be processed and completed within a timely manner.
Determine scope of customer issue in an effective and professional solutions driven manner by utilizing your own skillset and key guided paths
Successfully demonstrated the ability to muli-task and still create the professional atmosphere for the client while on the phone.
Effectively resolve customer issue in a timely and professional manner
Properly document all customer interactions while actively engaged with the customer
Adhere to quality standards determined by company and client
Represent our company in a professional and ethical manner
Maintain professional courtesy along with a high level of customer satisfaction with focus on attempting to resolve the issue at hand on the first call and if not then needed to be able to successfully create a case for them and process to the correct dept.
Become a customer solution advocate
I needed to be able to resolve customer requests by determining the issues at hand, and then be able to successfully develop solutions and recommending additional products and/or services relevant to assessment of the customer needs if that was an option.
I analyzed operational performance of Customer Devices and resolved any and all technical issues that were presented.
Education
Associate's degree in Medical coding and billing
Ultimate Medical Academy-Tampa • Remote
May 2024 to August 2025
Bachelors in Management/Pre-Law
Thomas College • Waterville, ME
PSS Certification
Medical Assistant Certification
Saco River Education Center, Saco, ME
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