Customer Service & Scheduling Professional
Resume:
Doretha Turner
Raleigh, NC *****
***************@*****.***
Professional Summary
Customer Service professional with 15 + years of experience in sales and a call center environment. Received certificates of excellence for providing good customer service from customer surveys.
Skills
Customer Service // Call Center Environment // Team Management // Training // Quality // Supervision // Scheduling // Coordination // Filing // Patient Care // CPR Certified // MS Office
Work Experience
Customer Service Representative Night & Day Dental-Raleigh, NC 02/2024 to Present
●Schedule appointments for new and emergency patients for 9 facilities throughout North Carolina.
Server Spring Arbor Assisted Living-Cary, NC 04/2022 to 10/2023
●Set the dining room for each meal. Took meal orders. Cleared tables at the end of each meal.
Home Health Care Aide GT Independent-Raleigh, NC 06/2018 to 04/2022
●Cared for patients by changing bed linens, washing and ironing laundry, cleaning, or assisting with their personal care.
●Provided patients with help in moving in and out of beds, wheelchairs, or vehicles.
●Assisted patients in bathing, dressing, and grooming.
●Performed a variety of duties as requested by client, such as obtaining household supplies or running errands.
●Planned, purchased, prepared, or served meals to patients or other family members, according to prescribed diets.
Customer Service Representative Belk-Raleigh, NC 2015 to 2020
●Conferred with customers by telephone or in person to provide information about products or services.
●Took notes or entered orders, cancelled accounts, or obtained details regarding complaints. Checked system to ensure that appropriate changes were made to resolve customers' problems.
●Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
●Referred unresolved customer grievances to designated departments for investigation.
●Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future issues.
Quality Analyst Xerox-Cary, NC 11/2005 to 08/2015
●Identified quality problems and recommended solutions.
●Participated in internal assessments and audits as required.
●Supplied quality control data necessary for regulatory submissions.
●Monitored testing procedures to ensure that all tests were performed according to established item specifications, standard test methods, or protocols.
●Performed validations or transfers of analytical methods in accordance with applicable policies or guidelines.
Supervisor
●Supervised a team of 18 to 20 agents taking calls from Medicare members.
●Silently monitored agents calls and provided coaching and feedback to agents that were under performance levels.
Trainer
●Trained new and experienced customer service employees by conducting classes to include tracking and reporting training success.
●Conducted surveys and evaluations to ensure training materials were effective.
Customer Service Representative
●Responded to telephone inquiries and complaints using standard scripts and procedures.
●Gathered information, researched and resolved inquiries, and logged customer calls.
●Communicated appropriate options for resolution in a timely manner.
Education
Medical (Certification/License)
Miller-Motte College-Raleigh, NC 04/2018 to 02/2019
High school diploma
Certifications
Food Handler Certification CPR Certification
Certified Medical Assistant
Skills
Internal Audits (3 years)
Cash register (10+ years)
Microsoft Excel (5 years)
Typing
Computer literacy
Medical office experience
Succession planning (5 years)
Organizational skills
Customer relationship management (1 year)
Mentoring (3 years)
Front desk
Home Care (5 years)
Medical terminology
Senior care
Cash handling (10+ years)
Management (2 years)
Recruiting (1 year)
Dental office experience
Supervising experience (1 year)
Phone etiquette
Home health (5 years)
Memory care
Customer support
Team management (2 years)
Microsoft Powerpoint
Computer skills (10+ years)
Leadership (2 years)
Administrative experience
Quality control (3 years)
Communication skills (5 years)
Hospitality (2 years)
Serving (2 years)
Customer service (10+ years)
Microsoft Outlook
Research (3 years)
Documentation review (3 years)
• Sales (10+ years)
• Food handling (10+ years)
• Dementia care
• English (10+ years)
• Office experience
• Microsoft Word (10+ years)
• Time management
• Leadership (1 year)
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