Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Dreher

O'Fallon,MO

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skilled in vital signs monitoring and physical therapy support, I significantly enhanced patient quality of life at IHSS In Home Support Services. Leveraging meal preparation expertise and empathetic communication, I improved client satisfaction and health outcomes, showcasing adaptability and a commitment to excellence in caregiving and customer service.

Healthcare professional and home companion with strong history of providing support to clients within business environments to deliver comprehensive administrative assistance. Providing knowledge of clerical tasks, project support, scheduling, time management, assignment prioritization and customer service. Quickly resolving issues, handling conflicting priorities, remaining flexible and striving to exceed organizational goals.

I would like to list some of the past jobs in customer service.

1. Sales Manager at 4 different pet store.

I managed 2 at same time in 2 city's but same owner that was 6 yrs. The other 2 I was at for 11 yrs and 5 yrs.

2. I did merchandising for a company that set me up with planograms for displays and product to be set up.

3. I had my own business doing animal school shows and birthday parties for kids to learn about a variety of pets. I clipped birds wings, beaks and nails. Pet sitting and bird training.

4. I worked at Amgen in CA. as a purchasing agent for all employees.

5. I was the travel around manager for Amelia's Italian food when they only had 6 stores.

6. I worked for a temp agency Act 1, they sent me out to a wide variety of different jobs to get a better understanding of what I wanted to do.

7. I worked at a grocery store in the meat department as a wrapper.

There are few more. I sure you get the idea. If you want to know more about them please call.

Overview

20
20
years of professional experience

Work History

Home Health Caregiver

IHSS In Home Support Services
05.2017 - 08.2022
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Assisted patients with daily living activities, improving their overall quality of life.
  • Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
  • Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
  • Developed strong relationships with patients and families through open communication channels and empathetic listening skills.
  • Demonstrated adaptability when faced with unexpected situations or emergencies by implementing appropriate interventions quickly and efficiently.
  • Provided mobility assistance such as walking and regular exercising.
  • Supported emotional well-being through companionship services such as reading aloud or playing games together during downtime periods.
  • Administered prescribed medications accurately, ensuring proper dosage and adherence to schedules.
  • Monitored vital signs and reported any abnormalities to medical professionals promptly.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Coordinated meal planning based on dietary requirements and preferences, contributing to optimal nutritional intake for each patient.
  • Promoted a positive atmosphere within the home setting by engaging patients in meaningful conversation and activities.
  • Assisted disabled clients to support independence and well-being.
  • Enhanced patient comfort by providing compassionate and attentive care.
  • Advocated for patient needs within the healthcare system, ensuring they received appropriate services and resources.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Implemented effective strategies for addressing behavioral issues related to dementia or other cognitive impairments.
  • Conducted regular assessments of patients'' conditions, updating care plans as necessary.
  • Continuously expanded caregiving knowledge by attending professional development workshops and staying informed about relevant industry trends.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Followed nutritional plans to prepare optimal meals.
  • Provided transportation and appointments management.
  • Scheduled and coordinated medical appointments.
  • Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
  • Provided direct personal care and administrative services to clients.
  • Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
  • Constructed cognitively stimulating activities.
  • Improved patients' comfort with massage and application of topical treatments.
  • Developed and implemented care plans for clients.

Customer Service Representative

Animal Hospital of Thousand Oaks
09.2002 - 08.2013
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained staff on operating procedures and company services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Implemented and developed customer service training processes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

Canoga Park High School
Canoga Park, CA
06-1986

Skills

  • Active listening
  • Customer relations
  • Customer service
  • Follow-up skills
  • Problem resolution
  • Account management
  • Computer proficiency
  • System implementationPayment processing
  • Professional telephone demeanor
  • Microsoft outlook
  • Scheduling

Animal care

Reliability and punctuality

Patience and calmness

Cleanliness maintenance

Cash handling proficiency

Merchandising strategies

Product expertise

Nutrition

Pet behavior insights

Teamwork and collaboration

Friendly and helpful

Honest and dependable

Time management

Attention to detail

Customer assistance

Strong communication and interpersonal skills

Multitasking Abilities

Positive customer engagement

Decision-making

Relationship building

Store operations

Inventory and stocking

Store opening and closing

Task prioritization

Purchase orders

Self motivation

Building customer loyalty

Supplier negotiation

Sales floor organization

Merchandising and display

Specialty in Birds and Reptiles

Bird nail, beak and wing clipping

Timeline

Home Health Caregiver

IHSS In Home Support Services
05.2017 - 08.2022

Customer Service Representative

Animal Hospital of Thousand Oaks
09.2002 - 08.2013

High School Diploma -

Canoga Park High School
Brenda Dreher