Cealida Lawton
Olathe,KS
Summary
Enthusiastic Customer Support Specialist with 10+ years of experience in different industries, providing exceptional customer experiences. Extensive proficiency in CRM and support ticketing systems with a solid technical background. Recognized for leadership skills and a passion for delivering world-class customer service.
Overview
14
14
years of professional experience
Work History
Streamer
Twitch
01.2019 - Current
- Design and execute engaging weekly video content for live streaming, maintaining brand consistency and values in all interactions
- Strategized and delivered a weekly mix of gameplay walk-throughs, live commentary, and entertainment segments, enhancing viewer retention rates by 30% and achieving a 15% uptick in channel subscriptions
- Analyzed audience feedback and engagement metrics to refine content strategy; successfully implemented changes that resulted in a 20% uptick in average watch time per video, enhancing overall viewer satisfaction
- Boosted online presence through strategic use of social media platforms and influencer partnerships, leading to a 35% increase in website traffic and a 20% improvement in conversion rates.
Patient Service Representative
ModivCare
05.2024 - 07.2024
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Conducted regular audits of patient data handling procedures to ensure adherence to HIPAA standards, identifying and rectifying 5 potential vulnerabilities, thereby reinforcing client privacy and trust across all patient interactions
- Managed difficult conversations with compassion and professionalism, helping de-escalate tense situations while focusing on finding resolutions
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Private Caregiver
Home
01.2017 - 09.2023
- Delivered comprehensive personal care, including assistance with hygiene, feeding, and dressing, ensuring dignity and comfort for the client
- Implemented prescribed healthcare plans effectively, which involved aiding with physical therapy exercises and timely medication administration
- Maintained a safe and supportive living environment through targeted organization and light housekeeping, tailored to the client's preferences and safety requirements
- Provided empathetic emotional support to clients, assessing and documenting 10+ individual progress reports monthly, which facilitated effective communication with healthcare professionals regarding behavioral and health adjustments.
Package Sorter
Amazon Warehouse
09.2022 - 03.2023
- Developed a detailed classification algorithm for parcel sorting, considering dimensions and destinations; accelerated operational processes, cutting sorting time by 25% and enhancing accuracy by 30%
- Conducted thorough quality inspections on packages, promptly detecting and reporting damage or labeling discrepancies, resulting in a 20% increase in customer satisfaction and a 15% decrease in processing errors
- Enforced safety protocols rigorously, leading to a 25% reduction in workplace accidents and ensuring a 100% compliance rate during safety audits.
Customer Service Rep & Data Entry
Intuit
01.2022 - 06.2022
- Facilitated a multi-channel customer support system, addressing 100+ inquiries daily and reducing average resolution time by 50% through efficient escalation processes - Salesforce
- Guided users through the platform with advanced troubleshooting techniques, reducing issue resolution time by 40% and enhancing user satisfaction scores by 25%
- Achieved a 30% reduction in data inconsistencies by rigorously inputting and updating customer information and transactions, ensuring strict adherence to established company policies and procedures.
Business Owner
Home Daycare Business
05.2016 - 01.2022
- Designed and executed a comprehensive curriculum that incorporated art, music, and physical activities, enriching the educational experience for 15 children and significantly boosting engagement levels, as noted in feedback surveys
- Organized and led engaging activities for groups of 10-20 children, ensuring adherence to safety guidelines and achieving a zero-incident record over one year
- Administered financial operations, adhering to budgetary guidelines and regulatory compliance.
Lead Teacher
Little Rascals Christian Child Development Center
01.2011 - 02.2016
- Implemented weekly feedback sessions with parents to ensure a welcoming atmosphere, achieving a 95% satisfaction rate in annual surveys, thereby reinforcing the connection between home and preschool learning experiences.
- Analyzed individual learning trajectories for 50+ students, implementing tailored feedback loops; enhanced reporting processes that improved tracking efficiency, saving over 5 hours per week for educators in data management.
- Developed and executed educational lesson plans and activities tailored to meet age-specific learning objectives in alignment with the preschool's educational standards.
Education
No Degree - Computer Engineering Technology
Golden Gate University
San Francisco, CA05.2023
High School Diploma -
Olathe East Highschool
Olathe, KS05.2008
Skills
- Complaint Handling
- CRM Software
- Data Management
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Attention to Detail
- Adaptability and Flexibility
- Self Motivation
- Email writing
- Customer service excellence
- Product and service solutions
Timeline
Patient Service Representative
ModivCare
05.2024 - 07.2024
Package Sorter
Amazon Warehouse
09.2022 - 03.2023
Customer Service Rep & Data Entry
Intuit
01.2022 - 06.2022
Streamer
Twitch
01.2019 - Current
Private Caregiver
Home
01.2017 - 09.2023
Business Owner
Home Daycare Business
05.2016 - 01.2022
Lead Teacher
Little Rascals Christian Child Development Center
01.2011 - 02.2016
No Degree - Computer Engineering Technology
Golden Gate University
High School Diploma -
Olathe East Highschool
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