Dana Stroupe

• Maintained updated and detailed records of calls in physical and electronic database.
• Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.

Sent out drivers to assist numerous hourly callers based on locations, needs and worker availability.

• Directed dispatching, routing and tracking of fleet vehicles over the U.S.
• Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
• Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
• Traveled to clients' homes to complete healthcare services and promote continuity of care.
• Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
• Provided mobility assistance such as walking and regular exercising.
• Monitored progress and documented patient health status changes to keep care team updated.
• Increased medication and medical terminology knowledge through research and continuing education.
• Completed entries in log books, journals and care plans to accurately document and report patient progress.
• Followed nutritional plans to prepare optimal meals.
• Assisted disabled clients to support independence and well-being.
• Administered medications to patients and remained vigilant for negative side effects.
• Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
• Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
• Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
• Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
• Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
• Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
• Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
• Cooked tasty, nourishing meals for patients to promote better nutrition.
• Administered medication as directed by physician.
• Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
• Provided transportation and appointments management.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Consulted with Field Technicians and FOMs to resolve discrepancies and create expert solutions.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Answered constant flow of Field Technicians calls with minimal wait times.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Answered telephone calls promptly to avoid on-hold wait times.
• Responded proactively and positively to rapid change.
• Increased efficiency and team productivity by promoting operational best practices.
• Closely monitored dispatch board to triage and prioritize over numerous daily calls.
• Directed dispatching, routing and tracking of fleet vehicles.
• Evaluated and adjusted over routes based on daily needs, available workers, traffic hazards and weather conditions.
• Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
• Received new orders, prepared documentation and assigned personnel.
• Assessed regulatory and operational risks for escalation to management.
• Responded to daily caller requests with information about assistance and timeframes.
• Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
• Responded to countless daily caller requests with information about assistance and timeframes.
• Handled incoming calls and emails from management and Field Technicians regarding issues with deliveries/pickups.
• Maintained updated and detailed records of calls in physical and electronic database.
• Directed investigations to verify and resolve customer or shipper complaints.
• Built professional relationships with drivers and cultivated existing ones through active listening and intelligent open-ended questioning.
• Coordinated dispatching of drivers to accomplish daily delivery requirements.
• Inspected work output and processes for adherence to standards and specifications.
• Checked that each scheduled route was appropriately covered by delivery drivers.
• Implemented technicians' notes into computer system during and after each service call.
• Scheduled and dispatched drivers to locations in the United States of America.
• Directed dispatching, routing and tracking of fleet vehicles.
• Closely monitored dispatch board to triage and prioritize over daily calls.
• Sent out drivers to assist hourly callers based on locations, needs and worker availability.

• Provided primary customer support to external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided information regarding charge accounts and loyalty programs.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Answered constant flow of customer calls with minimal wait times.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Responded to customer requests for products, services and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Recommended products to customers, thoroughly explaining details.
• Responded proactively and positively to rapid change.
• Provided ongoing guest service.
• Investigated and resolved customer inquiries and complaints quickly.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Educated customers about billing, payment processing and support policies and procedures.
• Handled Emergency orders gas leaks and safety instructions for dispatch.
• Responded to customer comments and questions via LiveChat during shifts.
• Researched issues through identification of similar past problems and recommended most appropriate solution.
• Documented and detailed calls and complaints using call center's CRM database.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Answered over 90+ callls per shift to meet fast-paced call center demands.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Initiated termination of customer contract upon request.
• Educated customers on current promotions, upgrades or new offerings available under current plan.
• Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Resolved usage and billing issues over phone with customers on a daily basis.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Met customer call guidelines for service levels, handle time and productivity.
• Entered orders into computer database system.
• Handled Natural Gas and Electric customers in fast-paced setting in coordination with solid team of 100+ customer service associates.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Explained treatment procedures, medications and diets to inform patient and patient's family of care and progress.
• Reviewed patient progress to document effects of any prescribed medication.
• Assisted in maintaining conducive environment for residents by adhering to infection control policies.
• Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Administered psychotropic medications and anxiety education to patients to provide mental health care.
• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Turned and repositioned patients to prevent bedsores.
• Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
• Obtained biological specimens for ordered tests and prepared for laboratory transport.
• Interacted effectively with patients, families, staff and other hospital department staff to deliver high level of customer service and teamwork.
• Cared for patients by providing personal assistance and ambulation.
• Assisted patients with activities of daily living under guidance of nursing staff.
• Provided care for patients based on physical, psychological, educational and safety criteria.
• Provided emergency care such as artificial respiration, external cardiac massage or assistance with cardiopulmonary resuscitation.
• Checked patient identifying information against records to uphold strict security, safety and regulatory standards.
• Documented observations and baseline measurements in medical records.
• Questioned patients about medical backgrounds to obtain accurate health history data and optimize treatment plans.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Communicated with patients and families to obtain patient medical histories and vital information.
• Cared for residents in assisted living facility and delivered high-quality support to meet needs.
• Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
• Prepared patients for testing procedures.
• Interacted with patients and families while demonstrating high standards of performance, teamwork and compassion.
• Administered medications and performed basic and advanced patient assessments.
• Measured patient vital signs such as blood pressure, pulse rate and temperature to record information on patients' charts.
• Coordinated orders for patients through communication with physicians.
• HIPPA Certified
• Made schedule for CNAs and handled call outs and filling shifts.
• Trained staff on Dementia care.
• Managed and coordinated events for patients, new clients and Health Care Workers.
• Managed and Created outings and activities for patients
• Completed resident assessments in accordance with current regulations and guidelines.

• Explained treatment procedures, medications and diets to inform patient and patient's family of care and progress.
• Reviewed patient progress to document effects of any prescribed medication.
• Transported patients to operating and treatment rooms by using wheelchairs and wheeled carts.
• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
• Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels.
• Assisted in maintaining conducive environment for residents by adhering to infection control policies.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
• Administered psychotropic medications and anxiety education to patients to provide mental health care.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Turned and repositioned patients to prevent bedsores.
• Obtained biological specimens for ordered tests and prepared for laboratory transport.
• Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.

• Completed daily orders with expert picking and packing of shipments.
• Helped team meet expected demands by restocking work areas throughout restaurant such as server stations, salad bars and supply cupboards.
• Helped customers complete purchases, locate items and join reward programs.
• Efficiently loaded and unloaded dishwashers, cleaning by hand large pots or items used often by kitchen staff.
• Assisted established management staff with operational oversight, business development and process improvement strategies.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Protected materials for transport by correctly packaging products in boxes.
• Answered questions about store policies and addressed customer concerns.
• Stepped into additional roles during busy times to boost coverage of important stations.
• Restocked and organized merchandise in front lanes.
• Moved items from main storage areas to easily accessible small fridge, freezers and containers to support kitchen staff efficiency.
• Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
• Supervised restocking of salad bar and buffet for lunch and dinner service.
• Explained services and products to customers in friendly and engaging way.
• Folded napkins and prepared silverware sets to provide adequate supply for host station.
• Upsold drink specialty items, wine selections and desserts to increase overall sales and exceed targets.
• Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
• Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Assisted with kitchen prep work to help operations run smoothly and meet customer needs.
• Maintained proper temperatures, behaviors and controls to meet or exceed health department standards.
• Disinfected counters and wiped down food prep surfaces to prevent illness and cross-contamination from raw meats.
• Inspected dishes and utensils for cleanliness.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
• Created internal control of day-to-day transactions and punctually opened and closed business.
• Created Schedule for staff.
• Assisted with setting up events and help manage events for the best possible turnout.
• Completed inventory counts and ordered merchandise.

• Cultivated positive guest relations by managing information and orchestrating speedy seating.
• Checked and restocked server areas and organized conference rooms for meetings between lawyers and clients.
• Set up/cleaned up conference rooms for meals and drinks and reset up after meetings.
• Stocked Kitchens with supplies.
• Picked up orders from different caterers around town for meetings.
• Collaborated with kitchen to inform customers of wait times and answer questions about food.
• Answered customer questions about hours, seating and menu information.
• Supported servers, food runners and bussers with keeping dining area ready for every guest.