Carressia Mead
Forney,TX
Summary
Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Baylor Scott & White Health
Dallas, Texas
08.2021 - Current
- Handled customer inquiries and complaints in a professional manner.
- Resolved escalated issues from team members or customers in an efficient manner.
- Monitored dispatch operations to ensure efficient and effective service delivery.
- Created detailed reports of daily dispatching activities and submitted them to management.
- Answered incoming calls, answered questions, and provided information regarding hospital services.
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Managed multiple phone lines simultaneously while providing accurate information to callers.
- Assisted with training new employees on hospital policies and procedures related to operator duties.
- Received and screened emergency calls, determined nature of call and provided appropriate response.
- Assisted with training new employees on proper procedures for handling emergency calls.
- Monitored phone calls to provide feedback and coaching.
- Conducted research and reviewed findings to solve customer issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Lead Teacher, Toddler Room
Primrose Schools
Richardson, TX
03.2017 - 07.2021
- Lead Toddler Room Teachers to ensure a safe, nurturing and stimulating environment for children.
- Provided guidance to assistant teachers on classroom management techniques.
- Maintained accurate records of student progress and development.
- Observed and evaluated children's performance, behavior, social development and physical health.
- Conducted parent-teacher conferences to discuss children's progress.
- Encouraged parents' involvement in their child's education through participation in class activities or volunteering at school events.
- Responded promptly to parent inquiries regarding their child's well-being or academic progress.
- Taught basic life skills such as toileting, dressing, eating habits.
- Provided emotional support for young children who are adjusting to being away from home.
- Fostered an environment that encourages creativity while maintaining an orderly atmosphere.
- Implemented daily routines that promote independence and self-help skills.
- Enforced rules of behavior consistent with program philosophy while demonstrating respect for all children.
- Collaborated with colleagues on classroom projects or initiatives related to curriculum design or assessment practices.
- Adhered strictly to safety guidelines established by state regulations including proper storage of hazardous materials.
- Supervised indoor and outdoor playground activities ensuring safety standards were met at all times.
- Supervised circle time, free play, outside play, and learning and developmental activities.
- Taught children foundational skills in colors, shapes and letters.
Front End Lead Supervisor
Walmart
Garland, TX
08.2012 - 11.2015
- Supervised daily tasks and delegated assignments to team members.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Monitored cashier performance, providing feedback as needed.
- Processed refunds and exchanges according to company policy.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Coordinated with other departments when additional support was needed during peak hours.
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Verified customer age requirement for alcohol or tobacco purchases.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Counted and balanced cashier drawers.
- Built and maintained productive relationships with employees.
- Collaborated with other teams to ensure successful implementation of projects.
- Assisted cashiers with resolving customer complaints and inquiries.
Education
High School Diploma -
Mansfield High School
Mansfield, TX05-2007
Skills
- Customer service excellence
- Interpersonal communications
- Staffing oversight
- Call center experience
- Team training and development
- Decision-Making
- Stress Tolerance
- Dispatching field personnel
- Experience in leadership
Certification
- Texas A&M Extension Service: Public Safety Telecommunicator- TEEX ID 2001143
References
References available upon request.
Timeline
Customer Service Lead
Baylor Scott & White Health
08.2021 - Current
Lead Teacher, Toddler Room
Primrose Schools
03.2017 - 07.2021
Front End Lead Supervisor
Walmart
08.2012 - 11.2015
- Texas A&M Extension Service: Public Safety Telecommunicator- TEEX ID 2001143
High School Diploma -
Mansfield High School
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