April Burgen
Jackson,MI
Summary
Dynamic and compassionate professional with a proven track record at Ambs Call Center, excelling in customer service. Expert in customer relations and call management, significantly increasing client satisfaction by winning the ATSI and CAM X awards. Skilled in fostering positive experiences and resolving complaints with a positive attitude, ensuring confidentiality and safety in line with HIPAA guidelines.
Overview
8
8
years of professional experience
Work History
Agent
Ambs Call Center
04.2019 - Current
- Handled multiple accounts to ensure timely communication and issues.
- Increased client satisfaction by resolving customer inquiries and issues promptly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Direct Care Worker
Kennedy Care
04.2017 - 02.2019
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Utilized de-escalation strategies to manage challenging behaviors and maintain a secure environment.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Facilitated patients' bathing, dressing, grooming, and feeding to improve quality of care.
- Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
- Monitored and assisted residents through individual service plans.
Education
Associates - Applied Science
Jackson College
Jackson, MISkills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Organizational skills
- Call management
- Internet savvy
Timeline
Agent
Ambs Call Center
04.2019 - Current
Direct Care Worker
Kennedy Care
04.2017 - 02.2019
Associates - Applied Science
Jackson College
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