Summary
Overview
Work History
Education
Skills
Timeline
Generic

Italy Flowers

Houston

Summary

I'm Knowledgeable Customer focused and nutrition expert with proven ability to support nutrition programs and enhance client well-being. Demonstrated success in assisting customer service teams with improved KPI performance metrics within high-pressure environments. Skilled in coaching staff, optimizing call center operations, and adapting to changing needs. Reliable and focused on driving performance and operational excellence, while providing a upbeat and energetic personality.


Overview

4
4
years of professional experience

Work History

Nutrition Assistant

Saint Luke's Hospital
09.2023 - Current
  • Supported overall hospital goals by consistently meeting departmental performance metrics for quality and efficiency.
  • Monitored patient progress, documenting changes in health status and nutritional status.
  • Provided support to individuals with special dietary need to meet unique nutritional requirements.
  • Demonstrated flexibility in adapting to schedule changes or additional assignments as needed in a fast-paced environment.
  • Assisted in conducting nutritional assessments for patients upon admission, contributing valuable input towards their care plans.
  • Participated in ongoing professional development opportunities to stay current on industry trends and best practices in nutrition services.

Customer Service Call Center Supervisor

Alorica
03.2021 - 09.2023
  • Improved customer satisfaction by implementing new call center strategies and streamlining processes.
  • Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
  • Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
  • Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges.
  • Developed and implemented various KPI strategies, increasing productivity 80%.
  • Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.

Shift Supervisor

Voodoo Doughnut
03.2021 - 09.2023
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
  • Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
  • Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.

Education

High School Diploma -

Global Learning Village
08-2016

Skills

  • Customer Service
  • Microsoft Outlook, Excel, Powerpoint
  • Health promotion
  • Written and verbal communication
  • Organizational skills
  • Multitasking Abilities
  • Team collaboration
  • Problem-solving abilities
  • Time management
  • Presentation skills
  • Schedule coordination

Timeline

Nutrition Assistant

Saint Luke's Hospital
09.2023 - Current

Customer Service Call Center Supervisor

Alorica
03.2021 - 09.2023

Shift Supervisor

Voodoo Doughnut
03.2021 - 09.2023

High School Diploma -

Global Learning Village

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