April Vest
Lynchburg,VA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TP
El Paso, Tx
09.2023 - Current
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Educated customers on special pricing opportunities and company offerings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
PCA
Personal Home Care Inc
Lynchburg, VA
03.2021 - 09.2023
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Identified and reported observations and clinical symptoms to appropriate healthcare professionals, driving timely intervention.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
- Notified senior staff of patient emergencies to optimize outcomes.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Responded to bell or light signal calls to assist patients with needs.
- Kept instruments and equipment clean and sanitized.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
Nurse Aide
Care Advantage, Inc.
Altavista, VA
11.2014 - 08.2023
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Engaged with patient family and friends to provide courteous visit experience.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Charted patient blood pressures, temperatures, blood sugar levels and vitals using [Software].
- Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Used mobility devices to transport patients.
- Collected and documented vital signs to track current patient conditions.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Comforted patients and provided reassurance and encouragement.
- Assisted with adequate nutrition and fluid intake.
- Monitored and observed patients to accurately records changes in condition and reaction to medications and treatment.
- Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
- Followed safe lifting techniques and individual resident lifting instructions.
- Planned, prepared and served meals and snacks according to prescribed diets.
Education
Master of Arts - Education
University of Arizona Global
07-2014
Skills
- Inbound and Outbound Calling
- Call Management
- Account updating
- Data Entry
- Product Knowledge
- Data Collection
- Appointment Scheduling
- Prioritization
- Filing
- Adaptive team player
- Credit card payment processing
- Promotional support
- Problem Resolution
- Clerical Support
- Office equipment proficiency
- Research
- Technical Support
- Problem-solving abilities
- Tactful and diplomatic
- Coordination
- Professional telephone demeanor
- Retail sales customer service
- Product Education
- Active Listening
- Positive and professional
- High-energy attitude
- Medical terminology knowledge
- Multi-Task Management
- Documentation
- Creative Problem Solving
- Researching
- Reading Comprehension
Timeline
Customer Service Representative
TP
09.2023 - Current
PCA
Personal Home Care Inc
03.2021 - 09.2023
Nurse Aide
Care Advantage, Inc.
11.2014 - 08.2023
Master of Arts - Education
University of Arizona Global
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