Britannia Duffus
Seattle,WA
Summary
Well-trained clerical and customer service professional with solid background in the Medical field and Hotel settings. Professional demeanor and telephone etiquette with exceptional people skills and well-organized nature. Successful at operating in fast-paced environments to handle any administrative need.
Personable and dedicated Customer Service Representative, Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Ensuring that all callers questions and/or problems are resolved and directed to the appropriate people for resolution. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Medication Aide
Cogir Assisted Living
Seattle, WA
01.2022 - 11.2023
- Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
- Administered prescribed drugs to high-volume patient caseload.
- Administered medications to patients and remained vigilant for negative side effects.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Took messages from patients and promptly relayed to appropriate staff.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Explained treatment procedures, medications, and diets to inform patient and patient's family of care and progress.
- Reordered medication to maintain adequate supply.
- Counted and recorded medication inventory routinely to maintain medication security and control.
Customer Service Representative
Dynamics BDC
Troy, MT
03.2021 - 12.2022
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered over 50 customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Lead Front Desk Clerk/Night Auditor
Holiday Inn @ The Pavilion
Myrtle Beach, SC
05.2017 - 11.2020
- Trained safety attendants on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Restocked office and break room supplies independently to maximize team productivity.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Maintained clean and organized front desk areas to uphold polished company image.
- Handled assignments independently with good judgement and critical thinking skills.
- Enforced policies and procedures to increase efficiency.
- Handled incoming and outgoing correspondence, including mail, e-mail and faxes.
- Facilitated troubleshooting, maintenance and updates for office systems.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Interacted with supervisor's and various experts to address escalated issues.
- Used internal software to process reservations, check-ins and check-outs.
- Answered customer telephone calls promptly and appropriately handled needs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
Education
Associate of Science - Home Care Aide
Cornerstone
Bellevue, United States07.2019
Bachelor of Science - Education
The Mico University College
Kingston, United States03.2019
Skills
- Payment processing
- Multi-line phone systems
- Listening skills
- Customer service
- Administrative skills
- Patient chart documentation
- HIPAA compliance
- EMAR
- Medical terminology
- Data entry
- Patient scheduling
- Maestro PMS
- Point click care
- All scrips trained
Timeline
Medication Aide
Cogir Assisted Living
01.2022 - 11.2023
Customer Service Representative
Dynamics BDC
03.2021 - 12.2022
Lead Front Desk Clerk/Night Auditor
Holiday Inn @ The Pavilion
05.2017 - 11.2020
Associate of Science - Home Care Aide
Cornerstone
Bachelor of Science - Education
The Mico University College
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