Zhanae' Gilmore
Baltimore,Maryland
Summary
Polite and professional individual successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Looking to secure a challenging position in a reputable organization to expand knowledge, and skills; while making a significant contribution to the success of the company.
Overview
11
11
years of professional experience
Work History
Contact Service Representative
Internal Revenue Service, IRS
Baltimore, MD
10.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Efficiently collected required information from customers, accurately inputting data into company systems for processing.
- Optimized workflow, multitasking between 15-20 inbound calls, emails, and chat support.
- Supported contact center operations by consistently meeting or exceeding established performance metrics such as handle time, first-call resolution, and customer satisfaction scores.
- Utilized strong communication skills to clearly convey information to customers, minimizing misunderstandings and ensuring issue resolution.
- Adhered to company policies and procedures when assisting customers with sensitive information or complex issues.
Travel Certified Nursing Assistant
Aya Healthcare
Baltimore, MD
05.2020 - Current
- Maintained accurate documentation of patient information and vital signs, supporting seamless communication among healthcare providers.
- Managed challenging behaviors displayed by patients with mental health issues or dementia, maintaining a safe environment for all involved parties.
- Contributed to the reduction of hospital readmissions by closely following care plans and promptly addressing any changes in patients'' conditions.
- Assessed vital signs, pain levels, and physical needs daily, adjusting care accordingly to optimize patient wellness.
- Maintained the cleanliness of assigned patient rooms, upholding high standards of hygiene and contributing to a comfortable healing environment.
- Participated in ongoing professional training opportunities to stay current on best practices within correctional counseling.
- Coordinated with community resources to ensure seamless transitions back into society for released individuals.
- Promoted a respectful environment within the prison community through fair treatment of all inmates regardless of background.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Supported needs of 5-60 patients depending on healthcare setting.
FRONT DESK RECEPTIONIST and Certified Nursing Asst
CENTER FOR EMOTIONAL HEALTH
Charlotte, NC
01.2020 - 05.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Called and faxed pharmacies to submit prescriptions and refills.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed medical records management, including filing, organizing and scanning documents on about 20-25 patients a day.
SITE DIRECTOR
AFTER SCHOOL PROGRAM, INC
Baltimore, MD
04.2016 - 12.2019
- Managed a team of 10 professionals, ensuring high-quality performance and adherence to company standards.
- Maintained compliance with regulatory requirements while continuously seeking opportunities for process improvement based on best practices.
- Coordinated special events, field trips, and extracurricular activities to provide diverse educational experiences for children.
- Managed daily operations of the childcare site, ensuring compliance with state regulations and licensing requirements.
- Established strong relationships with local schools, community organizations, and resources to support children''s academic success.
- Implemented positive discipline techniques to maintain a respectful environment while promoting social-emotional development in children.
- Promoted ongoing professional development opportunities for staff members through workshops, conferences, or other relevant resources available within the industry.
- Cultivated a sense of belonging among all stakeholders by fostering an inclusive atmosphere that valued diversity within the childcare community.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees.
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
FISCAL ACCOUNTS CLERK II
STATE OF MARYLAND DBM
Baltimore, MD
08.2013 - 03.2016
- Welcomed customers and helped determine their needs.
- Maintain accurate accounting books for the accounting department
- Keep track of notes in the Automated Collection System (CUBS)
- Manage collection accounts for different state agencies
- Successfully managed high volumes of daily transaction entries while maintaining an organized work environment conducive to efficient task completion.
- Improved financial accuracy by diligently processing about 30-40 invoices payments, and expense reports.
- Optimized cash flow management through diligent monitoring of receivables and payables, ensuring prompt collections and payments through the Revenue Collection System
- Reduced errors in financial transactions by implementing a robust system of checks and balances.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
Education
Bachelor of Science - Criminal Justice
Strayer University
Washington, DC06.2025
HIGH SCHOOL -
LANSDOWNE HIGH SCHOOL
Halethorpe, MD05.2012
Skills
- Complaint Handling
- Typing Speed
- CRM Software
- Customer Service
- Problem-solving skills
- Customer communications
- Verbal and written communication
Timeline
Contact Service Representative
Internal Revenue Service, IRS
10.2023 - Current
Travel Certified Nursing Assistant
Aya Healthcare
05.2020 - Current
FRONT DESK RECEPTIONIST and Certified Nursing Asst
CENTER FOR EMOTIONAL HEALTH
01.2020 - 05.2020
SITE DIRECTOR
AFTER SCHOOL PROGRAM, INC
04.2016 - 12.2019
FISCAL ACCOUNTS CLERK II
STATE OF MARYLAND DBM
08.2013 - 03.2016
Bachelor of Science - Criminal Justice
Strayer University
HIGH SCHOOL -
LANSDOWNE HIGH SCHOOL