Amaya Taylor
Lexington,KY
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Center Representative
Conduent Call Center
02.2024 - Current
- Streamlined call flow processes for more efficient response times and increased productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
CNA/PCA
Saint Joseph Hospital
02.2022 - 03.2023
- Groomed patients by brushing their hair, teeth, shaving them, etc.
- Fed patients and documented their food and liquid intake.
- Checked vital signs such as blood pressure and heart rate.
- Answered patient calls.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
Certified Medical Assistant
Lexington Clinic
10.2018 - 02.2020
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Called and faxed pharmacies to submit prescriptions and refills.
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Sanitized, restocked, and organized exam rooms and medical equipment.
Call Center Representative
Conduent Business Services
12.2017 - 10.2018
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Skills
- Patient Care
- EMR Systems
- Phlebotomy
- Triage
- Laboratory Experience
- Customer Service Experience
- Microsoft Word
- Epic
- Critical Care Experience
- Anatomy Knowledge
- Experience Administering Injections
- Hospital Experience
- Microsoft Office
- Microsoft Excel
- Organizational skills
- Microsoft Word
- Accounting
- Working with people with autism
Certification
- CPR Certification
- BLS Certification
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Call Center Representative
Conduent Call Center
02.2024 - Current
CNA/PCA
Saint Joseph Hospital
02.2022 - 03.2023
Certified Medical Assistant
Lexington Clinic
10.2018 - 02.2020
Call Center Representative
Conduent Business Services
12.2017 - 10.2018