Frankie M. Daniels
Waynesboro,VA
Summary
Friendly professional with exceptional attention to detail and dynamic customer engagement skills. A reliable Reservations Agent / Customer service Representative promoting efficiency in fielding phone calls, answering emails, chats and finding solutions to problems.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Remote Hotel Planner
HotelPlanner
03.2022 - Current
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Personal Care Assistant
Self-employeed
03.2010 - 06.2022
- Safeguarded 30+ patients’ privacy & security through stringent adherence to HIPPA guidelines
- Maintained 95% accurate records and charted consistently in EHR system
- Controlled 99% infection risks with proper wound care and aseptic techniques
- Communicated and documented pertinent observations and information to maintain complete and accurate record of care given to patient.
- Attended in-service programs to complete ongoing and annual organizational and departmental requirements to promote highest standard of customer relations principles for patients, visitors and fellow staff members.
Child Care Specialist
Good Shepherd Daycare
07.2015 - 09.2021
- Supported 16 children's cognitive, social, and emotional development with quality childcare
- Recorded daily activities, progress and incidents for director and parent review 5 days a week
- Supervised and guided students toward good behaviors and opportunities for learning
- Coordinated smooth drop-off and pick-up procedures for busy parents 6 to 12 hrs
- A day.
Certified Nursing Assistant
Wall Residences, Inc
07.2020 - 08.2021
- Established positive routines to over 25 clients to support mental wellbeing
- Supported patients to continue participating in daily living activities 5 days a week
- Offered care and companionship to homebound clients with mental or physical limitations
- Checked on residents’ multiple times throughout a 12-hour shift.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Student Nursing Assistant
VA Massanutten Retirement Community
05.2017 - 04.2018
- Completed activities of daily living for 10+ patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Contributed to team success by handling basic & semi-skilled work, including redressing wounds & collecting vitals from 10+ patients daily
- Updated charts daily with prescription & other medical info information 5 days a week
- Preserved patient dignity while changing bedpans and diapering.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
Customer Service Rep
Tennessee Education Lottery
- Coordinated the moving, delivery & set-up for business & personal moves
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Education
Biological Sciences
TN State University
Nashville, TNMedical Assistant - Nursing
MedVance Institute
Nashville, TNCNA - Nursing
Massanutten Technical Center
PCA - Nursing
Americare Plus
Skills
- PROFESSIONAL SKILLS
- Inbound / Outbound calls, e-mail, & chat
- Multi-Line Phone Talent
- Microsoft Office
- Effective communication
- Attention to Detail
- Product Knowledge
- Credit Card Payment Processing
- Conflict Resolution
- Active Listening
- Call Scripting
- Customer Relationship Management
- Invoice Preparation and Processing
- Professional Telephone Demeanor
- 10-Key
- Recordkeeping Strengths
- Customer Service
- Multi-Line Telephone Operation
- Medical Terminology Knowledge
- Retail Sales Customer Service
- Data Integrity
- Report Distribution
- Agent Coordination
- Reading Comprehension
- Customer Reservations
- Telephone Reception
- Telephone Reservations
- De-escalation
- Microsoft Excel
- Phone Etiquette
- Microsoft Word
- Call Center Customer Service
- Upselling Proficiency
- Guest Registration
Certification
- CMA - Certified Medical Assistant
- CNA - Certified Nurse Assistant
- CPCT/A - Patient Care Technician/Assistant
Timeline
Remote Hotel Planner
HotelPlanner
03.2022 - Current
Certified Nursing Assistant
Wall Residences, Inc
07.2020 - 08.2021
Student Nursing Assistant
VA Massanutten Retirement Community
05.2017 - 04.2018
Child Care Specialist
Good Shepherd Daycare
07.2015 - 09.2021
Personal Care Assistant
Self-employeed
03.2010 - 06.2022
Customer Service Rep
Tennessee Education Lottery
Biological Sciences
TN State University
Medical Assistant - Nursing
MedVance Institute
CNA - Nursing
Massanutten Technical Center
PCA - Nursing
Americare Plus
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