Dawn Sanford
Lincoln,USA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
29
29
years of professional experience
Work History
Customer Service Associate
Midwest Holding
Lincoln, NE
11.2024 - Current
- Provide customer service by addressing inquiries, to ensure customer satisfaction.
- Manage and address questions, concerns, as well as issues through incoming calls and emails.
- Demonstrated product knowledge to assist customers and agents with purchased policies.
- Process from start to finish with mindset of one call resolution.
- Utilize problem-solving skills to identify customer needs, concerns, and provide solutions that meet their expectations.
- De-escalate at times customer complaints by using communication, empathy, and problem-solving techniques to ensure customer satisfaction.
Advisor III
Nelnet
Lincoln, NE
03.2020 - 11.2024
- Starting out training for Nelnet to work with federal student loan accounts as well as I've trained for different Nelnet contracts which included Nebraska unemployment claims.
- I worked contract from April 20th, 2020 through August 13th, 2021.
- August 16th, 2021 began training back to Nelnet position working Total and Permanent Disability department.
- Assist with Public Service Loan forgiveness as well as Military calls, and working with program assisting borrowers with federal loans who have become disabled.
- Assisting in the discharge of their loans.
Home Health Aide
Private Care
Lincoln, NE
07.2012 - 03.2020
- Performed a variety of duties as requested by client, such as obtaining household supplies and running errands.
- Changed bed linens, washed, ironed patients' laundry, and cleaned patients' quarters.
- Accompanied client to doctors' appointments and on other trips outside the home.
- Reminders of prescribed medications.
Client Care Director
Synergy Homecare Of Lincoln
Lincoln, NE
08.2018 - 12.2019
- Provide day to day coverage of inbound client/prospect calls to the office during normal business hours and occasionally off hours and weekends.
- Review daily caregiver care notes and activities and follow-up with caregivers as necessary to ensure accuracy and take follow-up actions with caregivers as necessary.
- Document the results of client and referral source interactions in eRSP.
- Engage with clients and caregivers to resolve issues.
- Assist in new client care assessments and caregiver introductions as needed.
- Communicate verbally and in writing with office staff and clients regarding client care, caregiver performance, etc.
- Creation of ongoing social media interactions.
- Periodic coordination of community relations events on behalf of Synergy Home Care.
- Provide backup client care as needed.
- Other duties as necessary to ensure high quality client experience for all clients.
Safety Assistant
Crete Carriers Cooperation
Lincoln, NE
08.2014 - 08.2018
- Receives and carries out instructions.
- Sets up and maintains driver files.
- Processes incoming mail, phone calls and other general clerical office duties.
- Keeps updated on and communicates compliance requirements to driver workforce.
- Administers alcohol and drug testing program as needed.
- Assists with special projects as assigned.
- Maintains regular and predictable attendance.
- Previous Employment verifications and photos for driver's files.
- Other clerical duties as needed for the drivers and department.
Register/CNA
Bryan Health
Lincoln, NE
05.2013 - 07.2014
- Admitting patients to the Emergency Room as they arrive so care can be done by nursing and physician staff.
- Updating the patients' personal information so everything is current as possible for future visits to the Medical Center.
- Arrange for patients to be admitted, change status of patients' level of care 'inpatient' or 'outpatient'.
- Arrange for direct admissions from out facilities.
- Answer incoming calls and direct to appropriate staff or area.
Unit Secretary/Tech, CNA
Alegent Health Mercy Hospital
10.2008 - 05.2012
- Performed various clerical and administrative functions, such as ordering and maintaining inventory of office supplies.
- Worked with several computer programs such as Word, Excel, Office, MS office, Spreadsheets, outlook, and Quick Books, as with the Companies personal computer systems.
- Arranged hospital admissions for patients.
- Answered multiple phone lines and directed calls to appropriate staff.
- Compiled and scanned medical charts.
- Took squad reports and notified appropriate staff.
- Worked hand and hand with nursing staff as well as with physicians.
Para Educator
Lewis Central Schools
Council Bluffs, IA
08.2007 - 05.2012
- Prepared and implemented educational programs for students requiring extra help in Reading and Math.
- Prepared objectives and outlines for courses of study, by following the curriculum guidelines and requirements of the State, and Lewis Central School.
- Instructed students individually and in groups as needed for education growth and purposes.
- Collaborated with instructional staff and Administrators in the development, and changing of Individualized Education Program.
- Also worked with a variety of students with behaviors and developmental disabilities.
CNA Education Aide
Homestead Nursing and Rehabilitation
Lincoln, NE
06.1996 - 01.2001
- Changed dressings.
- Changed bed linens.
- Supervised training new employees as well as scheduled work hours for CNA's.
- Assisted in resolving conflicts with staff and residents.
- Checked patients' Vital signs as needed.
- Provided patients with help moving in and out of beds, baths, wheelchairs and automobiles.
- Assisted with personal cares.
- Worked in 25 beds locked Alzheimer's Unit.
Education
Some College (No Degree) - Certified Nursing Assistant
SCC
Lincoln, NESkills
- Customer service
- Conflict resolution
- Active listening
- Product knowledge
- Data entry accuracy
- Team collaboration
- Effective communication
- Time management
- Adaptability to change
- Multitasking skills
- Inbound and outbound calling
- Quality assurance
- Multi-line phone systems
- [Software] CRM system proficiency
- Customer support
- Customer complaint resolution
- Account updating
- Assertiveness
- MS office proficiency
- Clerical support
- Appointment scheduling
- CRM software
- Complaint escalation
- Professionalism
Timeline
Customer Service Associate
Midwest Holding
11.2024 - Current
Advisor III
Nelnet
03.2020 - 11.2024
Client Care Director
Synergy Homecare Of Lincoln
08.2018 - 12.2019
Safety Assistant
Crete Carriers Cooperation
08.2014 - 08.2018
Register/CNA
Bryan Health
05.2013 - 07.2014
Home Health Aide
Private Care
07.2012 - 03.2020
Unit Secretary/Tech, CNA
Alegent Health Mercy Hospital
10.2008 - 05.2012
Para Educator
Lewis Central Schools
08.2007 - 05.2012
CNA Education Aide
Homestead Nursing and Rehabilitation
06.1996 - 01.2001
Some College (No Degree) - Certified Nursing Assistant
SCC