Emmanuella Mensah
Henrico,VA
Summary
A dedicated and results-driven Customer Service Professional, who enjoys being part of developing and leading vibrant sales and customer service team and an efficient student pursing a nursing degree program and aiming to add value to a dynamic team while building skills and acquiring new knowledge. I am well versed in caring, researching, evaluating, respecting and with a strong understanding of health and medical services. 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
7
7
years of professional experience
1
1
Certification
Work History
Patient Care Technician (PRN)
Bon Secours Memorial Regional Medical Center
Henrico , VA
2022.11 - 2024.06
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
- Ensured that all medical equipment was properly maintained and sterilized.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Restocked unit frequently with necessary medical supplies.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
Csr Tier II - Customer Service Representative
Maximus Federal Services
Chester , VA
2021.11 - 2022.12
- Federal Health Marketplace CSR position and responsibilities include answering phone and assisting Consumers with applications with 5 star feedback from 90% of daily calls
- Assist Consumers in terminating coverage
- Assist Consumers in enrolling in coverage
- Explain health resources, Eligibility notice and questions about Insurance Coverage and application
- Submitting escalations and calming down frustrated consumers.
- Streamlined operations and prioritized tasks, allowing senior staff to increase performance by 25%
CNA - Certified Nursing Assistant
manassas health and rehab
Manassas , VA
2020.11 - 2021.08
- Help with activities of daily living
- Answering call light
- Keeping companionship when available
- Making beds.
Babysitter (part-time)
Self Employed
Manassas , VA
2019.05 - 2021.07
- Establishing trust through consistent communication with both parents and kids.
- Instructed and assisted children in eating, toileting, and resting to help develop healthy personal habits.
- Engaged with children on individual basis to build positive, trusting relationships.
- Created safe environment for children by removing hazards and developing appropriate boundaries and rules.
- Communicated with parents about daily activities and any concerning behaviors.
- Engaged in after-school activities by assisting with sports practice and homework assignments.
Domino's Pizza
2019.12 - 2020.06
- Processing transactions, helping customers to locate products, place an order, keep sales floor organized and well-stocked
- Ensuring customers enjoy their shopping experience and felt welcome
- Monitoring and ensuring sales target set is achieved
- Monitoring and suggesting alternative actions to competitive activities.
Customer Service Representative (CSR)
Ghana Health Service
Greater Accra
2017.12 - 2018.12
- Assisting patient schedule doctors appointment
- Help patient fill forms
- Managing schedules and picking phone calls
- Transferring calls to other departments
- Writing emails and managing requests emails
- Reaching out after missing calls due to non operational hours.
Sales Associate
Celestin's Creations
2017.07 - 2017.09
- Consistently exceeded customer expectation and achieved the business objectives
- Make counter transactions by receiving payments from customers on behalf of the company.
Education
BACHELOR'S DEGREE - Nursing
Bon Secours Memorial College of Nursing
2025-12
ASSOCIATE DEGREE - General Studies
NORTHERN VIRGINIA COMMUNITY COLLEGE
2021-05
HIGH SCHOOL DIPLOMA - General Science
ST LOUIS SENIOR HIGH SCHOOL
2017-04
Skills
- Computer Training (MS-EXCEL, MS-WORD), AVAYA and Teams
- Communication techniques
- Knowledge in Rehabilitation healthcare
- Caregiving
- Inbound and Outbound Calling
- Appointment Scheduling
- Data Collection
- Call Management
- Scheduling
- Call Center Operations
- Technical Support
- Call Triaging
Certification
- Certified Nursing Assistant (CNA), 06/01/21, 05/01/23
- BLS Certification
Accomplishments
Awarded the Best Sales Personnel in December 2017 for extraordinary sales performance and dedication to work.
Awarded best Customer service representive in 2021
Won Called to shine 3 times
Timeline
Patient Care Technician (PRN)
Bon Secours Memorial Regional Medical Center
2022.11 - 2024.06
Csr Tier II - Customer Service Representative
Maximus Federal Services
2021.11 - 2022.12
CNA - Certified Nursing Assistant
manassas health and rehab
2020.11 - 2021.08
Domino's Pizza
2019.12 - 2020.06
Babysitter (part-time)
Self Employed
2019.05 - 2021.07
Customer Service Representative (CSR)
Ghana Health Service
2017.12 - 2018.12
Sales Associate
Celestin's Creations
2017.07 - 2017.09
BACHELOR'S DEGREE - Nursing
Bon Secours Memorial College of Nursing
ASSOCIATE DEGREE - General Studies
NORTHERN VIRGINIA COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA - General Science
ST LOUIS SENIOR HIGH SCHOOL
- Certified Nursing Assistant (CNA), 06/01/21, 05/01/23
- BLS Certification
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