Genobeva Benton
Concord,NC
Summary
Experienced and compassionate team player seeking a new opportunity to expand my skills while facilitating company growth. With well over 10 years of both customer service and healthcare experience I am diligent about serving all customer needs. Focused on delivering high-quality customer service to individuals of all backgrounds while promoting satisfaction with company services.
Overview
13
13
years of professional experience
Work History
CNA II/ Medication Technician
RHA Health Services
01.2014 - Current
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers
- Prevented spread of infection by consistent hand washing, universal precautions and special isolation procedures
- Monitored medication storage area to maintain medication security and control
- Obtained, recorded and reported patient vital signs as needed for medication administration
- Safely and accurately prepared all medications and sterilized products by using proper techniques, calculations and standards of precautions
- Provided exceptional quality care to over 30 residents by correctly administering medication, providing oxygen therapy, proper catheterization, sterile and non sterile dressing
- Performed ostomy care, gastrostomy feedings, suctioning, and managed wound care
WFH Customer Care Agent
CVS Healthcare
Concord, NC
05.2022 - 02.2024
- Assisted customers with their healthcare and prescription needs
- Processed customer orders, including prescriptions while ensuring accuracy and compliance with company policies
- Worked closely with colleagues and team leaders to achieve customer service goals and provide feedback for process improvements
- Answered customer inquiries, provide information about products and services, and assist with resolving issues or concerns in a courteous and professional manner
- Maintain detailed records of customer interactions and transactions for future reference
- Communicated effectively with other departments to resolve customer issues promptly.
- Ensured that each call was handled in accordance with company standards.
Customer Service Representative
Insomnia Cookies
03.2020 - 05.2022
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Investigated and resolved customer inquiries and complaints quickly.
- Answered incoming telephone calls to provide store, products and services information.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Certified Nursing Assistant II
Greater Home Health Services
01.2016 - 06.2020
- Supervised and assisted with medication administration
- Planned optimal meals based on established nutritional plans
- Ran errands for clients and transported to appointments to maintain wellness and support daily living needs
- Delivered high level of assistance with cooking, meal preparation and shopping
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Helped clients stay happy and healthy by providing mental and emotional support.
Customer Service Representative
Convergys
10.2010 - 12.2014
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Educated customers about billing, payment processing and support policies and procedures.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
Certified Nursing Assistant II
Karolinas Home Care
12.2010 - 09.2014
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Facilitated personal hygiene management, feeding and ambulation.
- Helped clients stay happy and healthy by providing mental and emotional support
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
Education
Certified Nurse Assistant II -
Nurse Aide Institute of Excellence
Charlotte05-2011
Certified Nurse Assistant -
Nurse Aide Institute of Excellence
Charlotte, NC08-2010
High School Diploma -
Garinger High School
Charlotte, NC06-2009
Skills
- High quality customer service skills
- Good time management skills
- Ability to navigate dual monitors
- Ability to navigate multiple applications
- Handles inbound/ outbound calls
- Knowledge of Medical Terminology
- Strong attention to detail
- Proficient in data entry
- Appointment setting
- Critical Thinking
- De-Escalation Techniques
- Good at multitasking
- Document review
- Records management
- Customer Relations
- Technologically savvy
- Problem-solving abilities
- Calm and level headed under duress
Timeline
WFH Customer Care Agent
CVS Healthcare
05.2022 - 02.2024
Customer Service Representative
Insomnia Cookies
03.2020 - 05.2022
Certified Nursing Assistant II
Greater Home Health Services
01.2016 - 06.2020
CNA II/ Medication Technician
RHA Health Services
01.2014 - Current
Certified Nursing Assistant II
Karolinas Home Care
12.2010 - 09.2014
Customer Service Representative
Convergys
10.2010 - 12.2014
Certified Nurse Assistant II -
Nurse Aide Institute of Excellence
Certified Nurse Assistant -
Nurse Aide Institute of Excellence
High School Diploma -
Garinger High School
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