Alicia Ward
Surprise,AZ
Summary
Accomplished in elevating customer and patient experiences through strategic service coordination and compassion, and complex problem-solving. Leveraging data entry expertise and empathy, as well as patient care in the healthcare field. I consistently enhance operational efficiency and client satisfaction. I am ready to take on new professional challenges and grow with a company and advance in a leadership role.
Overview
10
10
years of professional experience
Work History
Dispatcher
UNFI
Sturtevant, WI
10.2023 - Current
- Analyzed customer feedback and provided solutions to improve customer service.
- Created delivery routes and optimized plans for traffic, road conditions, and other factors.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
- Checked that each scheduled route was appropriately covered by delivery drivers.
- Worked closely with customers to effectively resolve issues and complaints.
- Monitored and tracked status of shipments in transit to confirm on-time delivery.
- Provided training and guidance to new dispatchers.
- Managed customer accounts and invoicing.
- Communicated with customers to provide delivery updates and resolution.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
Resident Care Coordinator
The Bay of Sheridan
Kenosha, WI
07.2021 - 10.2023
- Created staff and care schedules for meals, events, bathing, medication distribution and visiting hours.
- Educated families and patients on current facility procedures. Gave tours of facility and gathered signing documents.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Remained alert to problems or health issues of clients and competently responded.
Patient Care Technician
Banner Bosswell Hospital
Sun City, AZ
05.2018 - 07.2021
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Maintained clean and safe environment to promote patient safety and comfort.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Documented patient information and care activities in electronic health record. Including vital signs. Blood sugars, etc.
CNA
Southern Wisconsin Center
Union Grove, WI
04.2017 - 02.2018
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Customer Service Representative
Teleperformance USA
Remote
06.2014 - 03.2017
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Responded to telephone calls, emails and personnel requests and provided technical support for all devices.
- Set up technical support appointments for in store support or replacements.
Education
High School Diploma -
J.I. Case High School
Mount Pleasant, Wi06.2012
Skills
- Service Coordination
- Data Entry
- Dispatch Coordination
- Customer Relations
- Patient Care
- Maintaining confidentiality
- Basic Life Support
- Compassion and Empathy
- Complex Problem-Solving
Timeline
Dispatcher
UNFI
10.2023 - Current
Resident Care Coordinator
The Bay of Sheridan
07.2021 - 10.2023
Patient Care Technician
Banner Bosswell Hospital
05.2018 - 07.2021
CNA
Southern Wisconsin Center
04.2017 - 02.2018
Customer Service Representative
Teleperformance USA
06.2014 - 03.2017
High School Diploma -
J.I. Case High School