Desire Naylor
Spring,TX
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
6
6
years of professional experience
Work History
Personal Shopper
HEB Grocery Store
03.2025 - Current
- Recorded accurate and efficient records in customer database.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Informed customers of promotions to increase sales productivity and volume.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Ophthalmic Technician
Georgia Eye Institute
06.2019 - 11.2024
- Accurately and efficiently recording ophthalmologists' exams from verbal communications to patient records.
- Correct screening and questioning of patients of medical and ocular history and chief complaint.
- Conducted comprehensive patient eye examinations, ensuring accurate data collection and documentation.
- Assisted ophthalmologists with diagnostic tests, enhancing workflow efficiency during patient procedures.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Reduced wait times for patients by efficiently managing appointment schedules and coordinating with other staff members.
- Review and explain the patient's exam, ophthalmologists' instructions, and follow-up plan.
- Behaves in a trustful manner by communicating openly and honestly; following through with assignments; behaving fairly and consistently; and supporting teamwork at all levels of the organization.
- Strives to exceed patient satisfaction expectations and quality and financial benchmarks.
- Schedule patients’ appointments in a timely and reasonable time.
Overnight Stocker
Walmart
04.2023 - 08.2023
- Accommodating customers
- Keeping data entries of inventory in store
- Stocking merchandise
Call center representative
MCI
12.2019 - 06.2019
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Ensure first-call resolution through problem-solving and effective call handling.
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
- Accurately document and process customer claims in appropriate systems.
- Lead fact-finding discussions to determine the best options for the customer.
- Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
- Comply with requirements surrounding confidential information and personal information.
- Escalate customer issues to the appropriate staff and managers for resolution as needed.
- Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and processes.
- Adhere to all attendance and work schedule requirements
Education
Bachelor of Science - Technical Management
DeVry University
Naperville, IL06-2026
Advance High School Diploma -
Churchland High School
Portsmouth, VAPost-Graduate Certificate - Data Analytics
University of Texas At Austin
Austin, Texas, TX10-2025
Skills
- Data visualization and presentations
- Excel functions
- Teamwork orientation
- Cash handling expertise
- Data entry
- Decision-making
- Planning and organization
- Customer support
- Problem-solving skills
- Microsoft Excel
- Data analysis
Timeline
Personal Shopper
HEB Grocery Store
03.2025 - Current
Overnight Stocker
Walmart
04.2023 - 08.2023
Call center representative
MCI
12.2019 - 06.2019
Ophthalmic Technician
Georgia Eye Institute
06.2019 - 11.2024
Bachelor of Science - Technical Management
DeVry University
Advance High School Diploma -
Churchland High School
Post-Graduate Certificate - Data Analytics
University of Texas At Austin