Archie Mabry
Houston,TX
Summary
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.
Overview
14
14
years of professional experience
Work History
Customer Service Agent
Verizon Communications Inc
05.2022 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
Patient Safety Monitor
Harris Health Ben Taub Hospital
10.2020 - 05.2022
- Warmly greeted patients and visitors and made each feel welcome.
- Kept patient information and records secure by using private hospital databases and withholding information from outside sources.
- Remotely monitored patients for safety issues up to including preventing self harm, elopement, falls, and for aggressive behavior toward staff
- Submitted daily reports to hospital staff regarding patient condition and development
Float Pool Certified Nursing Assistant
Memorial Hermann Hospital
07.2009 - 11.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Documented patient information and care activities in electronic health record.
- Developed and maintained relationships with community organizations and agencies.
- Facilitated outreach activities to build community awareness.
- Facilitated communication between clients and other service providers.
- Developed and maintained accurate records of programs and services.
- Arranged travel accommodations for groups, couples and executive clients.
- Dealt with payment processing services for bookings and refunds for clientele.
- Organized details of transportation, schedules for conferences and other meetings for corporate trips.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Assisted with resuscitation, CPR, and emergency airway procedures.
- Continuously monitored patients and reported changes to head nurses and physicians.
- Received direction and assignments from physicians and nurses, providing efficient technical support to optimize patient care.
- Quickly responded to codes and cardiac monitor alarms.
- Followed all hospital policies and procedures and complied with local, state, and federal agency and accrediting body guidelines.
- Carried out phlebotomy procedures and watched for adverse reactions.
- Provided triage, first-aid and referral to outside medical providers during workplace injury or medical emergency.
- Liaised between nurses, physicians, patients and visitors.
- Kept patient information and records secure by using private hospital databases and withholding information from outside sources.
- Received and directed incoming faxes, travel tickets and deliveries.
- Worked with electronic health records software and database systems.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Education
No Degree - Psychology, Pre-med
University of Houston - Downtown
Houston, TXMedical Assitant - Medical Assisting
Texas School of Business
Houston, TX06.2009
CNA Certificate - CNA
CNA Training Academy
Houston, TX05.2009
Skills
- Selling Skills
- Special Requests
- Ticket Changes
- Customer Service
- Customer Relationship Management
- Customer Complaint Resolution
- Billing Inquiries
- Database Research
- Outstanding Communication Skills
- Conceptual Thinking
- File Management
- Inbound Call Management
- Agent Support
- Collaborative Environments
- Customer Relations
- Microsoft Office
- Needs Assessment
- Clerical Support
- Problem Resolution
- Cultural Awareness
- Corporate Standards
- Policy and Procedure Adherence
Timeline
Customer Service Agent
Verizon Communications Inc
05.2022 - 08.2023
Patient Safety Monitor
Harris Health Ben Taub Hospital
10.2020 - 05.2022
Float Pool Certified Nursing Assistant
Memorial Hermann Hospital
07.2009 - 11.2020
No Degree - Psychology, Pre-med
University of Houston - Downtown
Medical Assitant - Medical Assisting
Texas School of Business
CNA Certificate - CNA
CNA Training Academy