Dontia Joshway
Columbus,OH
Summary
Dedicated professional, friendly and loyal individual who has ambition to succeed in any
environment. Although I have extensive experience in different industries, I love to learn, and I’m up to
a challenge no matter the situation. I get along very well with others, while also working efficiently on
my own. I am seeking a position where I can develop and excel while giving my best to an employer. I am also committed to effective communication and client support in diverse settings.
Overview
6
6
years of professional experience
Work History
Patient Support Associate
Ohio Health Riverside Hospital
Columbus, OH
12.2023 - Current
- Contribute to a positive healthcare environment by maintaining a clean, organized, and welcoming space for patients and their families.
- Facilitate communication between patients and medical staff, ensuring clear understanding of treatment options.
- Demonstrate empathy towards diverse cultural backgrounds when addressing specific needs/concerns from different ethnic groups.
Direct Support Professional
Lomeda Services
Lorain, OH
04.2019 - 04.2021
- Improved patient outcomes by contributing to the development of personalized care plans.
- Assisted medical staff with various tasks, ensuring smooth and efficient operations.
- Maintained accurate patient records by diligently updating electronic health systems.
- Increased patient retention rates by providing excellent customer service during appointment scheduling and follow-up calls.
- Assisted in the training of new Patient Support Associates, sharing best practices and fostering a supportive work environment.
Customer Experience Agent
Conduent Business Services
Remote
06.2021 - 12.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Reduced response time for customer queries by implementing effective communication strategies.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Customer Service Representative
State Of Ohio
Remote
08.2020 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Independence High School
Columbus, OH06.2010
Skills
- Time management
- First aid and safety
- Client support
- Compassionate caregiving
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Punctual and hardworking
- Problem-solving abilities
- Calm and effective under pressure
- Multitasking Abilities
- Excellent communication
- Critical thinking
Languages
English
Full Professional
Timeline
Patient Support Associate
Ohio Health Riverside Hospital
12.2023 - Current
Customer Experience Agent
Conduent Business Services
06.2021 - 12.2023
Customer Service Representative
State Of Ohio
08.2020 - 05.2021
Direct Support Professional
Lomeda Services
04.2019 - 04.2021
High School Diploma -
Independence High School