Ebony Hawkins
Park Forest,IL
Summary
Dedicated customer service representative and healthcare worker, motivated to maintain customer and patient satisfaction and contribute to company success.
Overview
4
4
years of professional experience
Work History
Customer Advocate
Health Care Service Corporation
Chicago, Illinois
09.2024 - Current
- Researched customer inquiries to ensure accurate resolution of their issues.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Reached out to providers to help develop comprehensive solutions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Tracked progress on open cases and updated customers regularly on status changes.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Direct Support Professional
Progressive Housing Inc.
Olympia Fields, Illinois
03.2023 - 07.2024
- Organized oral medications for clients following dosage and schedule requirements.
- Continuously engaged in professional development activities to stay updated with the latest industry practices and improve the quality of care provided.
- Successfully maintains patient care by providing personalized support and assistance in daily tasks.
- Implemented protocols to promote patient safety and prevent potential harm in a home health environment.
- Managed daily operations in the clinical practice setting to provide direct support and care for patients with cognitive impairment.
- Trained new staff in standard safety procedures to minimize potential risks and accidents.
- Participated in regular performance improvement audits to assess the quality of care provided.
- Enhanced quality of care by implementing a procedure manual, leading to improved client satisfaction.
- Gained significant expertise in on the Job training while working as a Direct Support Professional, improving both personal capabilities and team productivity.
- Employed Internet Research skills to find up-to-date information on best practices in direct support professional fields.
Administrative Assistant Manager
Consumer Life Mentor Inc.
Chicago, Illinois
02.2022 - 04.2024
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Prepares a variety of reports, graphs and charts, and correspondence on administrative functions.
- Established and enforced clear goals to keep employees working collaboratively.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Ensured compliance with safety regulations and company policies.
- Displayed strong telephone etiquette, effectively handling difficult calls. Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
- Educated, coached and mentored new hires in multiple positions. Inventoried and ordered supplies for office.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Provided administrative support to executives, managers, and other staff members.
- Answered incoming calls and emails in a timely manner while providing excellent customer service.
- Coordinated onboarding activities for new employees such as paperwork processing and orientation sessions.
- Contributed ideas at executive level meetings on ways to improve organizational effectiveness.
- Engaged in problem solving activities with all levels of staff when issues arose.
- Conducted regular meetings with staff to discuss progress, challenges, and opportunities.
- Created and maintained an effective team environment through collaboration and communication.
Warehouse Worker
Amazon
Monee, Illinois
05.2021 - 12.2022
- Maintained stock levels in accordance with company policies.
- Organized warehouse space for efficient storage of products.
- Investigated any reported problems regarding shipping errors or damages.
- Operated scanners, computers, and other equipment to track orders.
- Ensured safety protocols were followed at all times while operating machinery.
- Followed established guidelines for picking orders accurately.
- Received deliveries, scanned packages and updated orders in internal database.
- Recognized defective material and reported issues to management.
- Inspected incoming shipments for damage or discrepancies.
- Ensured safety protocols were followed at all times while operating machinery.
- Verified accuracy of incoming shipments against purchase orders.
Education
Associate of Arts - Business Administration
Prairie State College
Chicago Heights, IL05-2024
High School Diploma -
Rich East High School
Park Forest, IL05-2021
Skills
- Patient Management
- Client documentation
- Collaboration
- Customer Service
- Organization
- Time management abilities
- Professionalism
- Verbal Communication
- Problem-solving capabilities
- Multitasking
- Microsoft
- Excel
- Medical terminology
- Medical technician
Timeline
Customer Advocate
Health Care Service Corporation
09.2024 - Current
Direct Support Professional
Progressive Housing Inc.
03.2023 - 07.2024
Administrative Assistant Manager
Consumer Life Mentor Inc.
02.2022 - 04.2024
Warehouse Worker
Amazon
05.2021 - 12.2022
Associate of Arts - Business Administration
Prairie State College
High School Diploma -
Rich East High School
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