Earlicia Thomas
Mobile,AL
Summary
Dedicated professional with experience at Infirmary Health Systems and Alorica, excelling in customer service and patient care. Proven ability in problem resolution and active listening, enhancing patient satisfaction and loyalty. Skilled in data entry and conflict resolution, consistently improving service processes and fostering strong relationships.
Overview
8
8
years of professional experience
Work History
Nursing Assistant
Infirmary Health Systems
Mobile, AL
06.2022 - 06.2025
- Assisted nursing staff with daily patient care activities and routine tasks.
- Observed and documented patient vital signs accurately for healthcare team review.
- Supported patients in personal hygiene, mobility, and daily living activities.
- Maintained cleanliness and organization of patient rooms and medical equipment.
- Followed safety protocols to ensure a secure environment for patients and staff.
- Communicated effectively with patients to provide comfort and emotional support.
- Collaborated with team members to improve patient care processes and efficiency.
Customer Service Representative
Alorica
Saraland, AL
06.2017 - 06.2020
- Resolved customer inquiries and complaints efficiently through effective communication and problem-solving skills.
- Educated customers on product features, promotions, and policies to enhance overall satisfaction.
- Utilized CRM software to document interactions and track customer feedback for service improvement.
- Collaborated with team members to ensure seamless service delivery and address operational challenges.
- Adapted quickly to changing procedures and protocols in a fast-paced call center environment.
- Assisted in training new representatives, sharing best practices for customer engagement and issue resolution.
- Analyzed customer feedback to identify trends and recommend enhancements to service processes.
- Maintained accurate records of customer interactions, ensuring compliance with company regulations and standards.
- 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.
Education
Associate Degree In Nursing - Nursing
Bishop State Community College
Mobile, ALHigh School Diploma - Diploma
Baker High School
Mobile, AL05.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Conflict resolution
Languages
English
Full Professional
Timeline
Nursing Assistant
Infirmary Health Systems
06.2022 - 06.2025
Customer Service Representative
Alorica
06.2017 - 06.2020
Associate Degree In Nursing - Nursing
Bishop State Community College
High School Diploma - Diploma
Baker High School