Ashanti Drakeford
Lancaster,SC
Summary
Dedicated Customer Service Representative with 4 years of experience delivering exceptional support and driving customer satisfaction. Proven success in efficiently handling high call volumes while maintaining quality service. Skilled in providing personalized responses and collaborating with interdisciplinary teams to ensure top-notch patient care. Aiming to leverage my strong communication and problem-solving abilities as a Call Center Agent. Complemented by a Diploma from Andrew Jackson High School and Certificates in Healthcare from Next Level Healthcare Institution. Eager to bring my expertise in customer interaction and call management to contribute to the success of a dynamic call center team.
Overview
4
4
years of professional experience
Work History
CNA
Musc Health
Lancaster, SC
04.2023 - 08.2024
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Call Center Representative
Iqor
Charlotte, NC
08.2021 - 03.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Service Representative
Red Ventures
Charlotte, NC
02.2020 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Certificate - CNA
Next Level Healthcare Institution
Rock Hill, SC10.2022
Certificate - Medication Technician
Next Level Healthcare Institution
Rock Hill, SC03.2022
Diploma -
Andrew Jackson High School
Kershaw, SC05.2018
Skills
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Product Knowledge
- Compassion and Empathy
- Patient Care
- Basic Life Support
Accomplishments
- Proven track record of meeting and exceeding sales quotas in a high-volume call center.
- Customer service experience in a fast-paced environment resolving issues and inquiries over the phone.
- Assisted with activities of daily living, including bathing, dressing, and feeding.
- Monitored vital signs and reported any changes in health status to the nursing staff.
- Completed required documentation accurately and in a timely manner.
- Collaborated with healthcare team members to ensure quality patient care.
Personal Information
Date of Birth: 09/22/99
Timeline
CNA
Musc Health
04.2023 - 08.2024
Call Center Representative
Iqor
08.2021 - 03.2024
Customer Service Representative
Red Ventures
02.2020 - 07.2021
Certificate - CNA
Next Level Healthcare Institution
Certificate - Medication Technician
Next Level Healthcare Institution
Diploma -
Andrew Jackson High School