Charlene Ray
Lovington,IL
Summary
Adaptable customer service specialist known for strong problem-solving and complaint resolution skills. Successfully enhanced customer satisfaction ratings through effective communication and collaboration across departments. Ready to contribute to organizational success by ensuring high-quality service delivery.
Overview
16
16
years of professional experience
Work History
client services
VRI
Southfield, Michigan
07.2023 - Current
- Resolved customer complaints through effective communication and problem-solving.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with inquiries and product information.
- Provided product recommendations based on customer needs and preferences.
- Tracked orders from initiation to delivery, ensuring timely fulfillment and customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Trained new staff on customer service protocols and tools.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Recommended improvements in products, services, and billing methods to management, addressing recurring issues and enhancing customer experience.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Dispatcher
VRI
Southfield, Michigan
04.2019 - 07.2023
- Coordinated emergency response dispatches for medical transport services.
- Took incoming calls and efficiently dispatched emergency services to the appropriate responders.
- Handled high volume of phone calls with precision in data entry to support efficient dispatch operations.
- Identified locations and needs of callers to accurately send assistance.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Recorded details of incoming calls and systematically assigned tasks to dispatch staff for effective response.
- Trained new dispatch staff on protocols and systems to ensure operational readiness.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Documented incident reports and maintained accurate logs of activities.
- Addressed and resolved customer complaints regarding service issues or delays to enhance customer satisfaction.
- Interacted with local law enforcement agencies when responding to incidents in progress.
CNA
Peterson Homes Inc
Sullivan, IL
01.2010 - 04.2019
- Assisted residents with daily living activities and personal care tasks.
- Monitored vital signs and reported changes to nursing staff promptly.
- Ensured cleanliness and safety in resident living areas to enhance comfort and well-being.
- Accurately documented patient care and observations in medical records to support effective treatment.
- Collaborated with healthcare teams to coordinate resident care plans.
- Delivered emotional support and companionship to residents, fostering a positive and caring environment.
- Participated in training programs to enhance caregiving skills regularly.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Answered patient call lights promptly and responded to requests appropriately.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Reported changes in patient conditions to registered nurse or physician.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Monitored food intake and output according to nursing staff guidelines.
- Provided emotional support to family members during difficult times.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Helped residents walk with or without self-help devices.
- Used mobility devices to transport patients.
- Observed and reported unusual symptoms and changes to charge nurse.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Distributed drinking water and nourishment to residents.
- Assisted residents in preparing for activities and social programs.
- Supported non-ambulatory residents in range of motion exercises.
- Documented activities and recorded information in EMR system.
- Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
- Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Supplied, collected and emptied patient bedpans on frequent basis.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
Education
Adult Academy - CNA
Richland Community College
Decatur, IL07-2010
Skills
- Customer service
- Complaint resolution
- Product knowledge
- Order tracking
- Team training
- Emergency response coordination
- Performance metrics
Timeline
client services
VRI
07.2023 - Current
Dispatcher
VRI
04.2019 - 07.2023
CNA
Peterson Homes Inc
01.2010 - 04.2019
Adult Academy - CNA
Richland Community College