Alexius Brown
Little Rock,AR
Summary
Adept at conflict resolution and critical thinking, I significantly enhanced customer loyalty and operational efficiency at Wipro. My background in healthcare, including roles at Baptist Health Medical Center and Women’s Pavilion, underscores my ability to maintain high standards of patient care and data accuracy. Recognized for superior customer service and Microsoft Excel proficiency, I consistently exceed performance metrics.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wipro
Little Rock, AR
01.2020 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Certified Phlebotomist Technician
Baptist Health Medical Center
Little Rock, AR
03.2018 - 10.2019
- Enhanced laboratory efficiency by properly labeling and processing collected specimens for testing.
- Upheld strict adherence to HIPAA regulations, maintaining the confidentiality of sensitive patient information at all times.
- Reduced specimen collection errors with thorough patient verification and accurate order interpretation.
- Kept work area clean and organized, adhering to strict standards for sanitation and infection prevention.
- Increased patient comfort during blood draws by utilizing effective communication skills and gentle techniques.
- Performed specialized phlebotomy procedures such as arterial punctures or heel sticks when necessary for specific diagnostic purposes.
- Accurately documented relevant information within electronic health records systems, contributing towards smooth clinical workflow.
- Served as an integral part of interdisciplinary teams, collaborating effectively with nurses, physicians, and other medical staff members for comprehensive patient care provision.
- Contributed to a positive workplace culture through teamwork, professionalism, and a strong work ethic.
- Improved patient satisfaction by providing efficient and accurate blood draws in a timely manner.
- Stayed current on industry best practices through regular continuing education courses, enhancing patient care quality.
- Conducted routine equipment maintenance checks, ensuring accurate and efficient blood collection processes.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
Medical Assistant
Women’s Pavilion
Little Rock, AR
09.2014 - 04.2017
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
Education
High School Diploma -
Wilbur D. Mills High School
Little Rock, Ar05.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Microsoft PowerPoint
- Data collection
- Building rapport
- Technical support
Certification
Medical Assistant
Phlebotomist
Timeline
Customer Service Representative
Wipro
01.2020 - 05.2023
Certified Phlebotomist Technician
Baptist Health Medical Center
03.2018 - 10.2019
Medical Assistant
Women’s Pavilion
09.2014 - 04.2017
High School Diploma -
Wilbur D. Mills High School