Ellaya Woodard
Lawrence,IN
Summary
Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Compassionate healthcare support professional known for high productivity and efficient task completion. Skilled in patient care coordination, medical terminology comprehension, and health record management. Excel in communication, empathy, and teamwork to enhance patient experiences and streamline healthcare processes.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Health Care Aide
Tlc House Indiana
Indianapolis, IN
02.2024 - Current
- Assist in the implementation of care plans for individual patients under the direction of a registered nurse or physician.
- Administer medications as prescribed by the physician.
- Build strong and trusting rapport with clients and loved ones.
- Perform light housekeeping duties including laundry, vacuuming and dusting.
- Assist patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
Project Support Professional
Lowe’s Contact Center
Indianapolis , IN
10.2016 - 10.2024
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Contacted customers about potential service upgrades, new services and account changes.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated system with order specifics and customer details, preferences, and billing information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Navigated through computer systems to review information and respond appropriately to callers.
Supervisor
Lowes Home Improvement Stores
Indianapolis, Indianapolis
05.2013 - 10.2016
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Managed team of customer service representatives to ensure high-quality support.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Education
High School Diploma -
Lawrence North High School
Indianapolis, IN05-2007
Some College (No Degree) - Business Management
Martin University
Indianapolis, INSkills
- Call handling
- Account management
- Communicating with clients
- Call documentation skills
- Problem-solving skills
- Call center customer service experience
- CRM navigation
- Data entry
- Documentation and reporting
- Inbound phone call management
- De-escalation techniques
- Professional telephone demeanor
- Typing proficiency
- Decision-making
- Active listening
Accomplishments
- Employee of the quarter
- Above and beyond customer satisfaction award
References
References available upon request.
Timeline
Health Care Aide
Tlc House Indiana
02.2024 - Current
Project Support Professional
Lowe’s Contact Center
10.2016 - 10.2024
Supervisor
Lowes Home Improvement Stores
05.2013 - 10.2016
High School Diploma -
Lawrence North High School
Some College (No Degree) - Business Management
Martin University
Similar Profiles
Jax T. ChoeJax T. Choe
Intern at Indiana House of RepresentativesIntern at Indiana House of Representatives
Sean TaflingerSean Taflinger
Residential Recovery Associate II at Aspire Indiana Health - Progress HouseResidential Recovery Associate II at Aspire Indiana Health - Progress House
Cynthia HaymonCynthia Haymon
NA at Pastor Resurrection House Baptist Church of Northwest IndianaNA at Pastor Resurrection House Baptist Church of Northwest Indiana
Trelyn LewisTrelyn Lewis
Associate Account Executive at The Walt Disney CompanyAssociate Account Executive at The Walt Disney Company
Dakota HardinDakota Hardin
Amazon Delivery Associate at On the Move LogisticsAmazon Delivery Associate at On the Move Logistics