Alequia Blasingame
Athens,GA
Summary
Home Healthcare Aide
Dedicated Home Health Aide skilled in supporting clients with professional communication and superior organization skills. Advanced knowledge of clerical functions, project support, schedule management and customer service. Quick learner accomplished in solving problems through critical thinking and handling conflicting priorities with concise time management.
Customer Service Specialist
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
SYKES
Bishopville, SC
04.2013 - 11.2017
- Responded to customer inquiries with precise details on various products and services
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings 98% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated accounts management system with order specifics, customer details, preferences, and billing information.
- Determined accurate prices for AARP customer services, consistently searching for deals and best prices.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Led on- and off-site customer support teams across multiple time zones.
Cashier Assistant Manager
Burger King
Athens, GA
01.2009 - 12.2014
- Monitored cashiers to ensure accuracy in transactions and compliance with company policies.
- Assisted customers with questions, complaints, and issues regarding their purchases or accounts.
- Organized daily banking activities including deposits, withdrawals, transfers, and check cashing.
- Analyzed sales data on a daily basis to identify areas of improvement.
- Managed the store's inventory levels by conducting regular audits and ordering new stock as needed.
- Recruited, trained, and supervised staff members while providing guidance and support when necessary.
- Prepared weekly schedules for cashiers based on customer demand and staffing availability.
- Conducted quality assurance checks to ensure that all products were properly priced and labeled before being placed on shelves.
- Developed strategies to increase customer satisfaction ratings through improved service standards.
- Implemented operational procedures such as opening and closing procedures for the store.
- Maintained accurate records of financial transactions using POS systems or manual registers.
- Ensured compliance with relevant laws and regulations related to cash handling operations.
- Resolved customer disputes in a timely manner while adhering to company policies.
- Performed administrative tasks such as filing paperwork or preparing documents for audits.
- Provided feedback to management regarding employee performance issues or opportunities for improvement.
- Identified potential theft risks within the store environment by monitoring suspicious activity.
- Investigated discrepancies in financial statements or accounting reports.
- Participated in meetings with other managers to discuss operational plans or initiatives.
- Processed payments from customers using various payment methods such as credit cards or cash.
- Performed duties of a cashier when needed during peak periods or staff shortages.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Built and maintained working relationships with peers and upper management.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Inventoried stock and placed new orders to maintain supplies for expected demand.
- Processed payments promptly for customers to exceed productivity standards.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
- Reconciled registers to prepare daily bank deposits.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Increased likelihood of repeat business by building friendly relationships with customers.
- Verified customer age requirement for alcohol or tobacco purchases.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented successful business strategies to increase revenue and target new markets.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Monitored progress by establishing plans, budgets and measuring results.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Mitigated business risks by working closely with staff members and assessing performance.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Structured HR consulting services to support clients during organizational developments and changes.
Quality Assurance Manager
Dedicated Management Group
Athens, GA
01.2006 - 07.2008
- Developed and implemented quality assurance policies and procedures.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
- Monitored production activities for conformance to established quality requirements.
- Analyzed data from quality control testing to identify areas of improvement.
- Evaluated supplier performance against pre-defined criteria and negotiated contract terms accordingly.
- Provided guidance on process improvements and best practices in order to maintain high levels of product quality.
- Trained personnel on the use of new technologies or techniques designed to improve product reliability or safety standards.
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Performed root cause analysis on non-conforming materials or products in order to determine appropriate corrective actions.
- Created reports detailing results from inspections, tests, investigations., that were used by senior management for decision making purposes.
- Documented all findings from investigations into non-conformances in order to track progress towards resolution.
- Maintained records of all test results and monitored trends over time in order to detect potential problems early on.
- Set up procedures for verifying design outputs prior to their release into production environments.
- Established procedures and quality standards.
- Reviewed current standards and policies.
- Kept records of quality reports and statistical reviews.
- Trained and mentored project leaders to drive culture change toward total quality mindset across production continuum.
- Supervised and guided inspectors, technicians and other staff.
- Troubleshot product issues and fixed problems.
- Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.
- Created, edited and updated project manuals and technical documentation used by entire QA team.
- Managed continuous improvement strategies to improve manufacturing margins and reduce costs.
- Established product specifications and quality assurance practices.
- Managed supplier key performance indicators and checked materials for compliance with specifications.
- Identified needed resources and aligned with project milestones, deliverables and prioritization for viable production planning.
- Monitored product trends and suggested changes.
- Established and accomplished goals for improvements in profits, quality and delivery.
- Inspected, removed and replaced malfunctioning equipment and tools to minimize workflow disruptions.
- Initiated change management practices to create new revenue streams and increase operational efficiencies.
- Leveraged operational statistics to implement continuous improvement programs and generate substantial revenue gains.
- Collected and analyzed production samples to evaluate quality.
- Determined optimum points to sample products and created protocols to obtain reliable data.
Home Health Aide
CareLinx
Lawrenceville, GA
01.2006 - 01.2008
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Provided companionship and monitored health condition of clients.
- Transported clients to doctor appointments and social events.
- Prepared meals and snacks according to prescribed diets.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Assisted in ambulation and exercise routines for clients.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Administered medications as instructed by physician or nurse practitioner.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Monitored vital signs such as temperature, pulse rate, blood pressure .
- Recorded daily notes about client conditions, treatments provided and progress made.
- Engaged patients in recreational activities such as reading books or playing games.
- Took initiative to ensure all tasks were completed efficiently within the designated time frame.
- Participated in developing individualized care plans based on medical orders and assessments.
- Encouraged independence by teaching self-care skills such as grooming and hygiene habits.
- Maintained confidentiality of patient information at all times as per HIPAA regulations.
- Instructed family members regarding proper home care techniques and infection control procedures.
- Provided emotional support to clients dealing with chronic illnesses or end-of-life situations.
- Assisted clients with bathing, dressing and incontinence care.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Maintained clean and well-organized environment for client happiness and safety.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Improved patient outlook and daily living through compassionate care.
- Assisted with client personal care needs to foster independence and well-being.
- Helped client with medication self-administration.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Recognized emergency situations and implemented appropriate procedures.
- Documented care provided and submitted notes to supervisor.
- Managed patient transportation and appointment scheduling.
- Tracked and reported clients' progress based on observations and conversations.
- Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Directed patients in simple prescribed exercises and assisted with daily physical therapy routines.
- Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.
- Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Planned, prepared or served meals to patients according to prescribed diets.
- Documented patient status and reported changes in care needs.
- Transported individuals to medical appointments and assisted with errands.
- Accompanied clients to doctors' offices or on other trips outside home.
- Delivered high level of assistance with cooking, meal preparation and shopping.
- Maintained records of patient care, progress or problems to report and discuss observations.
- Provided entertainment and companionship through conversation, reading and board games.
- Checked patients' pulse, temperature and respiration.
- Maintained updated records and safeguarded patient privacy in accordance with HIPAA.
- Planned optimal meals based on established nutritional plans.
- Provided patients and families with emotional support and instruction.
- Assisted clients with proper exercises and rehabilitation.
- Entertained, conversed with or read aloud to patients to maintain mental health and alertness.
- Administered prescribed medications under direction from physician.
- Directed patients in prescribed exercises or in use of braces or artificial limbs.
- Massaged patients or applied liniment, alcohol rubs or heat-lamp stimulation.
- Cared for disabled children or children with sick or disabled parents.
Education
High School Diploma -
Three Springs Academy
Jesup, GA05-2005
Some College (No Degree) - Accounting and Business Management
West Virginia Business College - Wheeling
Wheeling, WVSkills
Home Healthcare Aide
- Vital signs monitoring
- Medical Equipment Operation
- Cultural Sensitivity
- Meal Preparation
- Palliative Care
- Personal Hygiene Assistance
- Medical Charting
- Medication Administration
- Georgia Driver's License
- Progress Documentation
- Client documentation
- Community activities
- Patient Care
- Care plan assessment
- Toileting assistance
- Case management experience
- Clinical Quality Program Standards
- Mobility Assistance
- Client safety and first aid
- Compassionate Caregiving
- Vital Sign Monitoring
- First aid and safety
- Recreational Activities
- Feeding Assistance
- Housekeeping
- Behavior redirection
- Emotional Support
- Quality program protocols
- Light Housekeeping
- Interpersonal Communication
- Patient Monitoring
Sykes
- Consultative Sales
- Account updating
- Inbound and Outbound Calling
- Paperwork Processing
- Information Security
- Call Management
- Product Knowledge
- Data Entry
- Data Collection
- Appointment Scheduling
- Scheduling
- Report Generation
- Complaint resolution
- Calendaring
- Escalation management
- Critical Thinking
- System implementation
- Customer consulting
- Building rapport
- Conflict Mediation
- Positive and professional
- Customer Service
- Materials Transport
- Quality Control
- Adaptive team player
- Retail sales customer service
- Promotional support
- Professional telephone demeanor
- Dispute Resolution
- Courteous demeanor
- Warranty Service
- Document Control
- Prioritization
- Credit card payment processing
- Microsoft Office Suite
- Active Listening
- Shipping and receiving understanding
- Technical Support
- Microsoft Outlook
- Multi-Task Management
- Problem Resolution
- Receiving support
- High-energy attitude
- Product Promotion
- Filing
- Service Upselling
- Client Relations
- Research
- Problem-solving abilities
- Administrative Support
- Conflict Resolution
- Report creation
Languages
English
Professional
Spanish
Limited
References
References available upon request.
Timeline
Customer Service Representative
SYKES
04.2013 - 11.2017
Cashier Assistant Manager
Burger King
01.2009 - 12.2014
Quality Assurance Manager
Dedicated Management Group
01.2006 - 07.2008
Home Health Aide
CareLinx
01.2006 - 01.2008
High School Diploma -
Three Springs Academy
Some College (No Degree) - Accounting and Business Management
West Virginia Business College - Wheeling