Ami Trussell
Murchison,TX
Summary
Proven track record in enhancing customer loyalty and streamlining operations, as demonstrated at Wells Fargo. Excelled in problem-solving and critical thinking, effectively resolving customer complaints and improving team performance. Skilled in Microsoft Excel and active listening, achieving significant improvements in customer satisfaction and operational efficiency. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Wells Fargo
04.2023 - Current
- 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.
Shift Manager
Walgreens
06.2021 - 04.2022
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Kept employees operating productively and working on task to meet business and customer needs.
- Promoted a positive work environment through open communication and constructive feedback.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
CNA
Clipboard Health
11.2020 - 06.2021
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
CNA
Lakeland Assisted Living
10.2018 - 06.2021
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Reduced patient stress levels through effective communication and active listening skills.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
Lead Tour Registration
The Villages
05.2012 - 11.2018
- Provided thoughtful feedback on tour content and delivery methods, contributing to ongoing improvements within the company''s offerings.
- Optimized routes for accessibility, safety, and time management concerns while highlighting key points of interest throughout the tour.
- Ensured the safety and wellbeing of guests during tours by complying with all relevant regulations and adhering to established risk management protocols.
- Created a welcoming atmosphere for all guests by fostering an inclusive environment that catered to diverse needs and preferences.
- Covered all schedules
- Preparing all monthly reports
- All ordering of supplies
Education
Phlebotomy
Dallas Career Institute
Dallas, TX10.2018
Trinity Valley Community College
Palestine Tx07.2001
High School Diploma -
Brownsboro High School
Brownsboro, TX05.1997
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Money handling abilities
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Scheduling
Timeline
Customer Service Representative
Wells Fargo
04.2023 - Current
Shift Manager
Walgreens
06.2021 - 04.2022
CNA
Clipboard Health
11.2020 - 06.2021
CNA
Lakeland Assisted Living
10.2018 - 06.2021
Lead Tour Registration
The Villages
05.2012 - 11.2018
Phlebotomy
Dallas Career Institute
Trinity Valley Community College
High School Diploma -
Brownsboro High School