COURTNIE CROCKETT
Tampa
Summary
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Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety, and wellness while serving patients of all backgrounds.
Recent graduate with foundational knowledge in Nursing and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
14
14
years of professional experience
Work History
LPN Nursing Student
Community Care Center
09.2025 - Current
- Administered treatments as prescribed by physicians to ensure patient care.
- Communicate with the healthcare team, including nurses and physicians, about patient status and needs.
- Monitored vital signs and documented changes, providing timely reports to healthcare team.
- Assisted in ADL's like hygiene and mobility
- Providing basic patient care under supervision
- Provide emotional support to patients and their families
- Observe and report any changes in a patient's condition to the supervising nurse.
Escalation Specialist
Centene
07.2022 - Current
- Assisting members with Medicare related issues such as grievances or appeals
- Assist member with locating providers with in healthcare network
- Assist member with resolving provider/vendor issues
- Facilitated resolution of escalated customer issues through effective communication and problem-solving strategies.
- Analyzed complex cases to identify root causes and implement corrective actions to enhance service quality.
- Collaborated with cross-functional teams to streamline escalation processes and improve response times.
- Utilized CRM systems to track and document escalation outcomes, ensuring accurate reporting and analysis of trends.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
Customer Service Representative
Ashley Furniture Industries
02.2020 - 03.2020
- Assisting customers who bought items in-store
- Dispatching technicians to fix furniture, answer questions around shipments, etc
- Utilizing various software and internal databases while collaborating with both internal and external departments.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Assisted customers with product selection, providing tailored recommendations to enhance satisfaction.
- Handled order processing and tracking, ensuring timely updates for customer convenience.
- Collaborated with team members to streamline operations and improve service delivery efficiency.
Customer Service
Windhaven Insurance
05.2018 - 01.2020
- Process Payments for Members
- Upload documents to members account
- Assisted Agents With Current and New policies
- Provided excellent customer service, addressing inquiries and resolving issues swiftly.
- Provided excellent customer service by addressing inquiries promptly and knowledgeably.
- Provided exceptional customer service, addressing visitor inquiries promptly and professionally.
- Improved customer service rankings by resolving issues quickly and accurately.
- Delivered exceptional customer service through prompt resolution of passenger inquiries.
Customer Service Representative
PODS Moving & Storage
05.2017 - 05.2018
- Assist with scheduling deliveries and pickups of the containers
- Processing Payments for locations and customers
- Complete orders for new containers for current and existing customers
Telesales Representative
One Touch Direct LLC
07.2016 - 05.2017
- Adding new lines of service to existing T-Mobile accounts
- Assist Customers in cancelling existing t mobile accounts
- Assist Customer in Purchases and add ons for new and existing accounts
- Assist customers with setting up new service
- Assist customers with minimum troubleshooting
- Assist customers with upgrading/downgrading current or new services
- Assist customer with billing errors
Customer service representative
One Touch Direct LLC
07.2016 - 01.2017
- Assist customers with setting up new service
- Assist customers with minimum troubleshooting
- Assist customers with upgrading/downgrading current or new services
- Assist customer will bill corrections
- Assist customer with billing errors
Supervisor
James Clark Insurance
05.2012 - 07.2016
- Setting goals for performance and deadlines in ways that comply with company's plans and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching
Customer Service Representative
Terminix
06.2015 - 08.2015
- Cultivates and maintains on-going customer relationships
- Uses computerized system for tracking, information gathering, and/or troubleshooting
- Ensures customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required
- Acts as customer contact regarding pricing and scheduling
- Handles customer calls/correspondence for service, scheduling, and billing inquiries
- Communicates with branch personnel to resolve service and scheduling issues
- Initiates outbound customer service calls for various campaigns
- Handles tech line support.
Sales Representative
TMI Management
05.2014 - 08.2014
- Reach out to interested parties and finding out if they were interested in purchasing equipment
- Maintain basic knowledge of client products and/or service
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Customer Service Representative
Convergys
02.2013 - 08.2013
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Maintain basic knowledge of client products and/or service
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
Education
Nursing
Jersey College of Nursing
Tampa, FL12-2026
High School Diploma -
Chamberlain High School
Tampa, FL05.2013
Skills
- Direct patient care
- Vital signs monitoring
- HIPAA compliance
- Wound care
- Compassionate care
- Patient assessments
- Infection control
- Documenting intake
- Healthcare software proficiency
- Verbal and written communication
- Multi-tasking and prioritization
- Quality assurance
- Empathetic and compassionate
- Cultural competence
Assessments
- Call Center Customer Service, 06/20, Expert
- Written Communication, 05/18, Familiar
Timeline
LPN Nursing Student
Community Care Center
09.2025 - Current
Escalation Specialist
Centene
07.2022 - Current
Customer Service Representative
Ashley Furniture Industries
02.2020 - 03.2020
Customer Service
Windhaven Insurance
05.2018 - 01.2020
Customer Service Representative
PODS Moving & Storage
05.2017 - 05.2018
Telesales Representative
One Touch Direct LLC
07.2016 - 05.2017
Customer service representative
One Touch Direct LLC
07.2016 - 01.2017
Customer Service Representative
Terminix
06.2015 - 08.2015
Sales Representative
TMI Management
05.2014 - 08.2014
Customer Service Representative
Convergys
02.2013 - 08.2013
Supervisor
James Clark Insurance
05.2012 - 07.2016
High School Diploma -
Chamberlain High School
Nursing
Jersey College of Nursing