Summary

Overview

Work History

Education

Skills

Timeline

Audrey Taylor

Charlotte,NC

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

17

17

years of professional experience

Work History

Customer Service Representative

TeleDirect

Charlotte , NC, Remote

10.2021 - Current

Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answer 75-150 customer service calls daily.
Answer constant flow of customer calls with minimal wait times.
Offer advice and assistance to customers, paying attention to special needs.
96% customer satisfaction maintained.

Hospice Nursing Home Care Specialist

Loganville Home Care

Charlotte , NC

12.2018 - 11.2021

Administered medications and treatment to 10-15 patients and monitored responses while working with healthcare teams to adjust care plans.
Communicated with healthcare team members to plan, implement and enhance treatment strategies.
Evaluated patient histories, complaints and current symptoms.
Educated family members and caregivers on patient care instructions.

Respiratory Technician

AAA Auto Club Group

Concord , NC

05.2018 - 11.2020

Cooperated and communicated with physicians to deliver patient satisfaction and meet compliance with 100 % set standards.
Worked as part of team of physicians, nurses or other healthcare professionals to manage patient care by assisting with medical procedures or related duties.
Interacted effectively with patients, families, staff and other hospital department staff to deliver high level of customer service and teamwork.
Educated patients about procedures, answered questions and provided comforting words to control anxiety and enhance procedure results.

Certified Nursing Assistant

Heartland Health Care Center

Westerville, OH

01.2015 - 04.2018

Maintained best-in-class standards for individualized care in 75 bed unit by continuously checking in with patients and families and quickly providing care.
Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.

Certified Nursing Assistant

Ascension Genesys Hospital

Grand Blanc, MI

05.2011 - 04.2014

Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Checked patient vitals such as temperature, blood pressure and blood sugar levels.
Helped 15-20 patients effectively manage routine bathing, grooming and other hygiene needs.
Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.

Certified Nursing Assistant

Crestmont Nursing Care Center

Fenton , MI

03.2007 - 04.2011

Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Cared for 15-30 residents in assisted living facility and delivered high-quality support to meet needs.
Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.

Education

Course Work in Pre-Health Nursing

Baker College, Flint, MI

Human Services

Central Piedmont Community College, Charlotte, NC

Skills

Data Entry and Maintenance
Calm and Professional Under Pressure
Responding to Difficult Customers
Call Documentation
Customer Data Confidentiality
Efficient and Detail-Oriented

Proactive Self-Starter
Patient and Empathetic
Team-Oriented and Cooperative
Understanding Customer Needs
Proficiency in Microsoft Office and G Suite

Timeline

Customer Service Representative - TeleDirect

10.2021 - Current

Hospice Nursing Home Care Specialist - Loganville Home Care

12.2018 - 11.2021

Respiratory Technician - AAA Auto Club Group

05.2018 - 11.2020

Certified Nursing Assistant - Heartland Health Care Center

01.2015 - 04.2018

Certified Nursing Assistant - Ascension Genesys Hospital

05.2011 - 04.2014

Certified Nursing Assistant - Crestmont Nursing Care Center

03.2007 - 04.2011

Baker College - , Course Work in Pre-Health Nursing

Central Piedmont Community College - , Human Services