Hi, I’m
E'Kandrea Vickers
Call Center Agent
Livingston,AL
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Ambitious Certified Nursing Assistant possessing extensive experience with patient care in medical settings. Strong observational skills combined with excellent patient evaluation abilities. Proven history of cultivating strong patient rapport to provide quality care and patient education. Compassionate Certified Nursing Assistant adept at bathing, grooming and feeding elderly and disabled patients. Familiar with advanced medical terminology and procedures. Personable Office Administrator with 3 years of experience prioritizing multiple tasks requiring prompt solutions. Talented problem-solver managing workloads while greeting visitors, answering incoming phone calls and fulfilling staff members' requests. Professional and welcoming in creating upbeat work environment.
Overview
11
years of professional experience
Work History
Primerica Livingston, AL
WAH Agent
06.2023 - Current
Job overview
- Obtained client information by setting appointments via Zoom call or Face to Face appointment.
- Advised customers about new products and assisted customers in determining best financial assistance for their needs.
- Informed clients of policies and procedures.
- Resolved client issues quickly and effectively.
- Use online to prepare sales reports containing customer information related to products and services purchased.
Bedford Care Center Marion , Mississippi
Certified Nursing Assistant
02.2016 - Current
Job overview
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
3Golden Wings HealthcareLivingston, AL
Travel Nurse Aide
01.2020 - 06.2023
Job overview
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Travel State to state assisting where ever help is needed..
Precision Healthcare StaffingForest, MS
Travel CNA
03.2021 - 04.2023
Job overview
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Travel from state to state where crisis help is needed. Provide care to to patients in need of Assistance.
Bedford Nursing & Rehabilitation Center
Certified Nursing Assistant
04.2021 - 07.2022
Job overview
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Obtained client medical history, medication information, symptoms and allergies.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
Iqor
Call Center Customer Service Representative
10.2020 - 02.2022
Job overview
- Responded to customer comments and questions via LiveChat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Organized, sorted and checked input data against original documents.
- Located and corrected data entry errors and reported to management.
- Verified accuracy of data before transcribing.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Identified data entry errors and reported to necessary departments.
- Monitored database updates and verified for correctness.
- Received incoming calls and handled data requests from internal stakeholders.
- Maintained databases, mailing lists, telephone networks, and other information to facilitate functioning of health education programs.
Self-employeed
Certified Nursing Assistant
01.2018 - 04.2021
Job overview
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Collaborated closely with clients to better understand entire project scope.
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
- Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Obtained client medical history, medication information, symptoms and allergies.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
Co Med Healthcare Services
Office Administrator
01.2020 - 03.2020
Job overview
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Delivered clerical support by handling range of routine and special requirements.
- Researched accounts and contracts and emailed compiled information upon completion.
- Trained new employees on administrative procedures, company policies and performance standards.
- Monitored and tracked performance of employees, identifying and targeting areas in need of improvement and further training.
- Interacted with customers by phone, email or in-person to provide information.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Compiled data and reviewed information for accuracy prior to input.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Organized, sorted and checked input data against original documents.
Quality Healthcare
Secretary
09.2019 - 01.2020
Job overview
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Answered multi-line phone system and greeted callers enthusiastically.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Completed accurate daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Implemented paperless filing system for departments.
North Pointe Health And Rehab
Certified Nursing Assistant
11.2016 - 12.2019
Job overview
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
Sunbelt Management
Apartment Manager
06.2019 - 08.2019
Job overview
- Met with potential tenants to negotiate rent, explain occupancy terms and show available units.
- Conducted move-out and move-in inspections to determine charges for damages and market readiness.
- Utilized social media, Craigslist, banners and signs to advertise vacant apartments.
- Analyzed and negotiated bids from property services contractors such as maintenance, cleaning and security contractors, saving approximately $900.
- Managed property financial records by collecting rent from 56 tenants and reconciling monthly accounts payable and receivable.
- Communicated effectively with owners, residents and on-site associates.
Compassus Hospice
Team Coordinator
03.2018 - 06.2019
Job overview
- Built strong relationships with customers through positive attitude and attentive response.
- Addressed customer service overflow to reduce complaints.
- Reviewed safety outages with teams and management
- Reminded technicians of monthly safety training and updated personnel records upon completion.
- Led team meetings each shift to discuss scheduling, production and maintenance needs.
- Handled day-to-day office operations and resolved any conflicts.
- Worked with customer service to handle escalated customer issues.
- Developed process improvements and offered actionable solutions to correct recurring issues.
- Delegated daily tasks, addressed employee questions, and resolved scheduling issues.
- Tracked and processed signed documents and properly filed them
- take notes for weekly team meetings
- Compiled data and reviewed information for accuracy prior to input.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Completed data entry tasks with accuracy and efficiency.
- Identified data entry errors and reported to necessary departments.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Organized, sorted and checked input data against original documents.
- Reviewed completed work for compliance with regulations.
- Located and corrected data entry errors and reported to management.
- Sorted documents and maintained organized filing process.
- Added documents to file records and created new records to support filing needs.
- Obtained scanned records and uploaded into database.
Meridian Community Living Center
Certified Nursing Assistant
08.2016 - 01.2017
Job overview
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
Popular Springs Nursing Center
Certified Nursing Assistant
04.2014 - 06.2016
Job overview
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
Sumter Central High School
Office Assistant
09.2012 - 05.2013
Job overview
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Delivered clerical support by handling range of routine and special requirements.
- Executed record filing system to improve document organization and management.
- Completed clerical tasks such as filing, copying and distributing mail.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
Education
Meridian Community CollegeMeridian, MS
No Degree from Nursing
Sumter Central High SchoolYork, AL
High School Diploma
University of West AlabamaLivingston, AL
Associate of Science from Nursing
08.2023 - Current
Skills
Understanding Customer Needsundefined
Timeline
University of West Alabama
Associate of Science from Nursing
08.2023 - Current
WAH Agent
Primerica
06.2023 - Current
Certified Nursing Assistant
Bedford Nursing & Rehabilitation Center
04.2021 - 07.2022
Travel CNA
Precision Healthcare Staffing
03.2021 - 04.2023
Call Center Customer Service Representative
Iqor
10.2020 - 02.2022
Travel Nurse Aide
3Golden Wings Healthcare
01.2020 - 06.2023
Office Administrator
Co Med Healthcare Services
01.2020 - 03.2020
Secretary
Quality Healthcare
09.2019 - 01.2020
Apartment Manager
Sunbelt Management
06.2019 - 08.2019
Team Coordinator
Compassus Hospice
03.2018 - 06.2019
Certified Nursing Assistant
Self-employeed
01.2018 - 04.2021
Certified Nursing Assistant
North Pointe Health And Rehab
11.2016 - 12.2019
Certified Nursing Assistant
Meridian Community Living Center
08.2016 - 01.2017
Certified Nursing Assistant
Bedford Care Center
02.2016 - Current
Certified Nursing Assistant
Popular Springs Nursing Center
04.2014 - 06.2016
Office Assistant
Sumter Central High School
09.2012 - 05.2013
Meridian Community College
No Degree from Nursing
Sumter Central High School
High School Diploma
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