Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ilesha Lockman

Coatesville,PA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Experienced nursing professional providing quality care to patients in variety of medical settings. Delivers excellent communication and task prioritization skills for effective patient care coordination. Proven ability to stay organized and prioritize tasks in fast-paced environment.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Jenner's Pond Retirement Community
12.2004 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

CNA/ Patient Care Customer Service Representative

Jenner's Pond Retirement Community
12.2004 - Current
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Educated patients and family members on best home care practices for healing and recovery.
  • Documented patient information and care activities in electronic health record.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Transported patients between rooms and appointments or testing locations.

Education

High School Diploma -

McCaskey High School
Lancaster, PA

Skills

  • Appointment Scheduling
  • Account Updating
  • Customer Service
  • Microsoft Excel
  • Medical Terminology Knowledge
  • Data Entry
  • Prioritization
  • Problem-Solving Abilities
  • Computer Proficiency
  • Coordination
  • Microsoft PowerPoint

Timeline

Customer Service Representative

Jenner's Pond Retirement Community
12.2004 - Current

CNA/ Patient Care Customer Service Representative

Jenner's Pond Retirement Community
12.2004 - Current

High School Diploma -

McCaskey High School

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Ilesha Lockman