Carole Edwards
Atlanta,GA
Summary
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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Arise Platform
03.2022 - Current
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Esther Customer Service
St Louis, MO
02.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Nurse Manager
Davita Healh Care
Federal Way, WA
12.2018 - 05.2022
- Managed staff scheduling and time off to adequately staff nursing floors and allow nurses earned time off.
- Supervised, directed, and motivated high-quality performance from nursing staff.
- Developed and implemented quality improvement initiatives to provide best possible patient care and identify and address areas of concern.
- Served as a key point of contact between nursing staff, physicians, administration, and other healthcare professionals.
- Led staff meetings to keep team informed of departmental changes and provide opportunities for nurses to share ideas and concerns.
- Conducted performance evaluations and provided constructive feedback to support professional growth of nursing staff members.
- Investigated and independently resolved complaints from staff, physicians, and patients by leveraging clinical judgment and unit management expertise.
- Developed strategy to target nursing and patient satisfaction issues, improve response, and patient care quality and suggest actionable improvements to promote hospital-wide quality and safety initiatives.
- Promoted a culture of safety within the department, conducting regular risk assessments and addressing potential hazards promptly.
- Promoted professional development opportunities to encourage nurses to pursue continuous training.
- Streamlined nursing operations for increased efficiency by optimizing staff scheduling and resource allocation.
- Oversaw infection control procedures to protect patients from infections and keep nursing departments compliant with state regulations.
- Established strong relationships with patients'' families, providing support and education throughout the treatment process.
- Educated family members and caregivers on patient care instructions.
- Delivered high level of quality care to diverse populations while overseeing patient admission and triaging based on acuity and appropriate department admission.
- Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care and rehabilitation.
- Implemented care plans for patient treatment after assessing physician medical regimens.
- Worked with healthcare team to develop new dialysis treatment flow sheet and other log forms, improving clinical documentation and accountability.
Education
Master Of Science - Teaching Adult Education
University of Alabama At Birmingham
Birmingham, AL12.1994
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
- Money handling abilities
- Payment Processing
- Product Knowledge
Timeline
Customer Service Representative
Arise Platform
03.2022 - Current
Customer Service Representative
Esther Customer Service
02.2021 - Current
Nurse Manager
Davita Healh Care
12.2018 - 05.2022
Master Of Science - Teaching Adult Education
University of Alabama At Birmingham
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