Dorothy Donaldson

Customer Service Representative/ Call Center

Quality Care Agency

Jackson, MS

06.2019 - Current

Promoted patient engagement through activities while delivering basic emotional support to patients and families.
Maintained effective communication with residents, families, peers, and supervisors to ensure quality care.
Documented resident conditions electronically and participated in interdisciplinary meetings for care planning.
Resolved client issues by managing incoming and outgoing calls efficiently.
Reported abnormal changes in residents' physical, mental, and emotional conditions to nursing staff swiftly.
Managed living areas while responding to alarms and assessment requests diligently.
Assisted clients with inquiries and concerns regarding nursing services.
Coordinated communication between clients and healthcare professionals.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Developed strong relationships with customers by providing personalized assistance and support.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Managed scheduling for nursing staff and client appointments.
Resolved customer complaints through effective problem-solving techniques.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Provided excellent customer service to resolve customer complaints in a timely manner.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Developed positive relationships with customers through friendly interactions.
Resolved customer complaints promptly and efficiently.
Conducted regular follow-up calls with customers after resolving their issues.