Brandy Rodgers

• Collaborated with management to develop strategies for improving overall customer experience.
• Monitored call center metrics to keep track of individual and team performance against set targets.
• Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
• Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
• Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
• Mentored new team members, fostering a positive work environment and promoting professional growth.
• Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
• Established performance benchmarks for the Customer Care Team based on industry standards and company goals.
• Implemented cross-training initiatives that enabled greater flexibility within the Customer Care Team during peak periods or employee absences.
• Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
• Developed training materials to ensure consistent performance levels among team members.
• Recognized outstanding achievements among team members through structured reward programs.

• Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
• Monitored vehicle locations to coordinate timely arrivals.
• Directed dispatching, routing, and tracking of 20+ fleet vehicles.
• Followed established protocols for professional handling of emergency situations.
• Assessed emergency requests and made quick judgment calls to determine appropriate action.
• Made sure all agencies needed for each call were sent.
• Reviewed 911 calls for the communications center.
• Help to train employees that were not signed off by other trainers, see what was missing in their talents or help administration decide if this was or wasn't the best fit for the company.
• Worked numerous hours of overtime including holidays and weekends. This has slowed down in the last year though.
• Tried to maintain the safety of all the responders, not just my responders.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Received 911 and non-emergency calls and dispatched calls to crews on duty.
• Questioned callers to determine nature of problems and locations to direct type of response needed.
• Monitored radios to provide assistance to responding personnel.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Directed responders using assigned mapping systems for timely responses.

• Handled calls from outlying Hospitals to transfer to higher level of care for their patients.
• We would take all information call the appropriate physician or team to connect them to the sending physician.
• Checking bed Status with the house supervisor or patient placement
• If accepted we would arrange transportation if needed.
• NICU transfers we would also page out the team and arrange ground or air transport depending on conditions.
• Give the sending facility updates on the arrival of the team
• Give all information to the house Supervisor and Patient placement.
• Help with Diversions when needed

• Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
• Observed patient behavior to report changes to medical personnel.
• Utilized oxygen tanks, EKG and IVs to perform various medical procedures.
• Dispensed medications and monitored patient reactions.
• Assessed medical conditions of patients in pre-hospital settings.
• Delivered emotional support to patients and families.
• Followed all safety protocols and took necessary precautions while providing care.
• Assisted with lifting and moving patients.
• Responded to 911 calls for medical emergencies.
• Maintained accurate patient records and documentation of treatments to enable tracking history and safeguard information.
• Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
• Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
• Immobilized patient for placement on stretcher and ambulance transport.
• Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
• Administered CPR, oxygen and other life-saving medical treatments.
• Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.

• Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
• Assisted disabled clients to support independence and well-being.
• Administered medication as directed by physician or helped to set up their medications for the week and remind them to take their medication.
• Provided mobility assistance such as walking and transferring to wheel chairs
• Developed individual care plans for clients based on specific needs.
• Traveled to clients' homes to complete healthcare services and do any errands or shopping needed if they were homebound.
• Provided transportation and appointments management.
• Followed their plans to prepare optimal meals.
• Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
• Performed laundry and other light housekeeping duties as instructed by client.

Create customer accounts and make sure all information was correct for the database

Accept and reject submissions for refund checks

Troubleshoot the major accounts issues

Issue computer rebate checks

Stuff Envelopes

Run errands

• Maintained clean, trash-free workspaces to maximize productivity and safety.
• Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
• Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
• Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
• Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
• Accurately operated cash register to process customer payments.
• Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
• Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
• Maintained effective supply levels by monitoring and reordering food stock and dry goods.
• Helped store director with the drug testing collections.

• Communicated with cashiers and customers to learn about bagging needs.
• Welcomed customers and helped determine their needs.
• Tallied cash drawer at beginning and end of each work shift.
• Conducted inventory counts by adding each item in stock and documenting in computer system.
• Worked with floor team and managers to meet wide range of customer needs.
• Checked personal identifications during alcohol and tobacco sales.
• Operated cash register to record transactions accurately and efficiently.
• Responded promptly to requests for assistance, spills and customer inquiries.
• Assisted customers with returns, refunds and resolving transaction issues.
• Helped stock the drug department while they were away for procedures or vacation