Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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
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, DC
06.2025

HIGH SCHOOL -

LANSDOWNE HIGH SCHOOL
Halethorpe, MD
05.2012

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

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Zhanae' Gilmore