Ivonna Terry
Schenectady
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TCML
Albany
12.2024 - Current
- Monitored customer satisfaction levels through surveys and feedback forms.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Excelled in exceeding daily credit card application goals.
- Developed positive relationships with customers through friendly interactions.
- Maintained HIPAA compliance and integrity of hospital policies and procedures.
- Responded to incoming department phone calls and directed callers to appropriate team members based on need.
- Asked various questions from clients to obtain the information necessary for paperwork.
- Attended meetings and seminars related to registering customers in order to stay up-to-date on industry trends.
- Maintained accurate records of all registrations received for future reference.
- Resolved customer inquiries or complaints promptly and courteously.
- Created spreadsheets containing detailed information about each customer's registration status.
- Explained forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.
- Reviewed employee tax forms to ensure compliance with federal regulations.
- Responded to employee inquiries regarding payroll and timekeeping.
- Conducted regular payroll reconciliations to identify and rectify discrepancies.
- Calculated accurate wages, including overtime, salary increases and bonuses.
- Resolved discrepancies in employee paychecks on an individual basis.
- Provided customer service support to answer inquiries from employees regarding their payroll issues or concerns.
PCA
Anchor Home Health
Albany
04.2024 - 12.2024
- Maintained accurate records of client care services provided on a daily basis.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Provided physical support to assist patients with bathing, dressing and toileting.
Customer Service Representative
Aston Carter
Albany
04.2022 - 10.2022
- Monitored customer satisfaction levels through surveys and feedback forms.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed positive relationships with customers through friendly interactions.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
PCA Personal Care Assistant
Consumer Directed Choices
Albany
09.2022 - 10.2022
- Performed vital signs monitoring including blood pressure, temperature, pulse rate and respiration rate.
- Managed household duties such as grocery shopping and errand running for clients who are unable to do so themselves.
- Administered medications and educated patients and families on correct at-home administration.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Communicated regularly with supervisors regarding any changes in client status or behavior that require attention.
- Provided emotional support to patients and families during difficult times.
- Planned and served meals and snacks to patients according to prescribed diets.
Registration Clerk
Hometown Health Center
Schenectady
01.2022 - 03.2022
- Check patients in for appointments on arrival and on departure
- Maintained confidential patient records according to HIPAA guidelines.
- Protected medical information against unauthorized access, loss, or corruption by consistently following security protocols.
- Provided assistance with completion of paperwork related to the registration process.
- Explained forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.
- Provided guidance and support to visitors throughout the registration process.
- Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures.
- Greeted patients upon arrival and directed them to appropriate areas.
- Reviewed patient medical records and verified accuracy of information in the system.
- Worked with nurses and other clinic staff to process patients and direct to appropriate departments.
- Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
- Performed data entry tasks to update patient information in the system.
- Reviewed medical records for completeness, accuracy, and compliance with regulations.
- Assisted with scheduling appointments based on provider availability.
Quality Control Inspector
RepliGen Corporation
Clifton Park
12.2019 - 01.2021
- Marked materials with grade or acceptance status.
- Provided safety information to contractors, engineers, or test equipment operators.
- Maintained records of all nonconforming products and completed corrective actions as required.
- Oversaw proper tagging and identification of parts and components, enabling rejected or non-repairable parts to be properly marked, quarantined and rendered unusable.
- Verified accuracy of product labels, including expiration dates and lot numbers.
- Participated in internal and external audits to ensure compliance with applicable regulations.
- Checked software programs for usability, functionality, and design issues.
- Made adjustments to equipment or calibrated instruments to required tolerances.
- Oversaw disposal of products, materials and equipment not in compliance with tolerances, safety standards, or quality levels.
- Selected samples for use as test models.
- Collaborated with cross-functional teams to resolve complex problems related to product design or manufacturing processes.
- Repaired malfunctions, reassembled items, and performed final tests.
- Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
- Inspected products for defects and conformance to customer specifications using precision measuring instruments.
- Performed first article inspection on incoming raw materials.
- Analyzed plans, specifications and blueprints to understand product requirements.
- Used specialized tools to take precise measurements of various aspects of samples.
- Inspected, tested and measured materials for conformance to specifications and regulatory requirements.
- Calibrated products to match design and operational specifications.
- Noted changes during testing in project documentation.
- Assessed materials, parts and products for conformance with quality control requirements and production specifications.
- Assisted engineering department with design verification tests as needed.
- Cleaned and calibrated dial indicators, fixed gauges, or height gauges prior to tests.
- Adhered to safety protocols to minimize equipment damage and avoid injuries.
- Positioned components, parts or materials for testing.
- Trained newly hired employees by explaining company procedures, job duties and performance expectations.
- Wrote detailed reports outlining performance, quality and defect rates.
- Generated reports summarizing inspection results, defect trends, and other statistical data.
- Communicated effectively with management regarding progress toward meeting quality objectives.
- Identified production concerns and worked with supervisors to understand and remedy situations.
- Identified areas for improvement in existing processes, procedures, and equipment.
- Ensured that all products met customer requirements prior to shipment.
- Inspected and repaired products to meet project expectations.
- Tested finished goods prior to shipment according to established protocols.
PCA
Visiting Angels
Colonie
05.2018 - 09.2020
- Maintained accurate records of client care services provided on a daily basis.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Collaborated with family members and other healthcare professionals to develop individualized care plans for each patient's needs.
- Supplied, collected and emptied patient bedpans on frequent basis.
- Provided personal care assistance to elderly and disabled individuals in their homes, including bathing, dressing, grooming, transferring, toileting and feeding.
- Turned and repositioned bedridden patients to prevent bedsores.
- Transported clients from one location to another in an efficient manner.
- Gave reminders about hygiene practices like brushing teeth or combing hair.
- Provided emotional support to patients and families during difficult times.
- Ensured safety of patients by using appropriate lifting techniques while assisting them with mobility activities.
- Performed light housekeeping duties such as changing bed linens, doing laundry, washing dishes and vacuuming carpets.
- Administered medications and educated patients and families on correct at-home administration.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Assisted patients with recreational activities such as reading books or playing board games.
- Helped patients to perform range-of-motion exercises as instructed by physical therapists or other healthcare professionals.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
Resident Assistant
Brookdale memory care
Niskayuna
03.2016 - 10.2018
- Responsibilities Working with individuals with Dementia and Alzheimer's , training to distribute medication and resident care, assist residents with daily living activities such as bathing ,toileting ,feeding making sure residents are safe and properly taking care of
- Laundry keeping daily logs of residents behavior and eating status
PCA Personal Care Assistant
Consumer Directed Choices
Albany
10.2016 - 01.2018
- Performed vital signs monitoring including blood pressure, temperature, pulse rate and respiration rate.
- Managed household duties such as grocery shopping and errand running for clients who are unable to do so themselves.
- Administered medications and educated patients and families on correct at-home administration.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Assisted clients with medication management by reminding them to take medications on time as prescribed by the doctor.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Communicated regularly with supervisors regarding any changes in client status or behavior that require attention.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Provided emotional support to patients and families during difficult times.
- Planned and served meals and snacks to patients according to prescribed diets.
- Provided personal care assistance to elderly and disabled individuals in their homes, including bathing, dressing, grooming, transferring, toileting and feeding.
Customers Service Representative
Superior Group
Albany
12.2016 - 03.2017
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries and provided accurate information regarding products and services.
Quality Control Inspector
CTDI (Communications Test Design Inc.)
Scotia
10.2014 - 12.2016
- Marked materials with grade or acceptance status.
- Maintained records of all nonconforming products and completed corrective actions as required.
- Oversaw proper tagging and identification of parts and components, enabling rejected or non-repairable parts to be properly marked, quarantined and rendered unusable.
- Verified accuracy of product labels, including expiration dates and lot numbers.
- Checked software programs for usability, functionality, and design issues.
- Made adjustments to equipment or calibrated instruments to required tolerances.
- Oversaw disposal of products, materials and equipment not in compliance with tolerances, safety standards, or quality levels.
- Selected samples for use as test models.
- Collaborated with cross-functional teams to resolve complex problems related to product design or manufacturing processes.
- Repaired malfunctions, reassembled items, and performed final tests.
- Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
- Inspected products for defects and conformance to customer specifications using precision measuring instruments.
- Performed first article inspection on incoming raw materials.
- Analyzed plans, specifications and blueprints to understand product requirements.
- Used specialized tools to take precise measurements of various aspects of samples.
- Inspected, tested and measured materials for conformance to specifications and regulatory requirements.
- Noted changes during testing in project documentation.
- Cleaned and calibrated dial indicators, fixed gauges, or height gauges prior to tests.
- Positioned components, parts or materials for testing.
- Trained newly hired employees by explaining company procedures, job duties and performance expectations.
Homemaker
Family and Child Service of Schenectady
Schenectady
12.2013 - 03.2014
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
Waitstaff
Kings Way Community
Schenectady
10.2011 - 03.2013
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed inventory and supplies to ensure materials were available when needed.
- Updated and maintained databases with current information.
- Managed household errands and other essential duties.
- Worked effectively in team environments to make the workplace more productive.
Camp Counselor (Seasonal)
Hamilton Hill Art Center
Schenectady
07.2007 - 07.2008
- Oversaw design, construction and upkeep of recreation facilities and areas.
- Managed conflict resolution among campers, promoting a positive and supportive community atmosphere.
- Created an environment conducive to learning by implementing positive reinforcement strategies.
- Established and built relationships with campers to ease fears in new environment.
- Implemented behavior management techniques, fostering a respectful and positive environment.
- Facilitated group discussions and reflections, helping campers articulate their experiences and learn from one another.
- Encouraged camper participation and engagement through enthusiastic leadership and role modeling.
- Welcomed participants and directed to assigned areas.
- Delivered set curriculum to team of campers to promote engaging and fun atmosphere.
- Led educational workshops on environmental conservation, fostering a sense of responsibility and awareness among campers.
- Promoted fun, safe and inclusive environment by monitoring activity of campers to identify and address behavioral issues.
- Directed aquatics, gymnastics, or performing arts.
- Completed and maintained time and attendance forms and inventory lists.
Education
High school diploma -
Schenectady High School
Schenectady, NYSkills
- Companionship
- Communication Skills
- Customer Service
- Customer Relations
- Homemaker
- Warehouse
- Computer Skills
- Quality Control
- Compassionate
- Dependable
- Leadership Skills
- Clerical
- Cash Register
- PCA
- People Person
- Organizational Skills
- Data Entry
- Filing
- Leadership
- Meal Preparation
- Alzheimer's Care
- Quality Inspection
- Memory Care
- Dementia Care
- Patient Care
- Caregiving
- Senior Care
- Home Care
- Hospice Care
- Medication Administration
- Cleaning Experience
- Laundry
- Nursing
- Quality Assurance
- EMR Systems
- Patient Observation
- Vital Signs
- Microsoft Word
- Infection Control Training
- Social Work
- Sales
- Laboratory Experience
- Complaint resolution
- HIPAA compliance
- Call handling
- Customer relationship management
- Effective communication
- Time management
- Attention to detail
- Interpersonal skills
- Active listening
- Conflict resolution
- Team collaboration
- Continuous improvement
- De-escalation techniques
- Shipping procedures
- Recordkeeping strengths
- Team building
- Multitasking and organization
- Positive and professional
- Adaptability
- Paperwork processing
- Data evaluation
- Staff training
- Reading comprehension
- Call triaging
- Calm demeanor
- Remote office availability
- Billing adjustments and refunds
- Account updates
- Order fulfillment
- Process transactions
- Warehousing functions
- Merchandise orders and exchanges
- CRM software proficiency
- Shipping and logistics
- CRM software
- Teamwork skills
- Reliability
- Calm and professional under pressure
- Understanding customer needs
- Technical troubleshooting
- Typing proficiency
Certification
- CPR Certification
- First Aid Certification
- Home Health Aide
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Teamwork: Interpersonal Skills, Highly Proficient, 11/01/19
- Call Center Customer Service, Familiar, 11/01/19
- Typing, Completed, 11/01/18
Timeline
Customer Service Representative
TCML
12.2024 - Current
PCA
Anchor Home Health
04.2024 - 12.2024
PCA Personal Care Assistant
Consumer Directed Choices
09.2022 - 10.2022
Customer Service Representative
Aston Carter
04.2022 - 10.2022
Registration Clerk
Hometown Health Center
01.2022 - 03.2022
Quality Control Inspector
RepliGen Corporation
12.2019 - 01.2021
PCA
Visiting Angels
05.2018 - 09.2020
Customers Service Representative
Superior Group
12.2016 - 03.2017
PCA Personal Care Assistant
Consumer Directed Choices
10.2016 - 01.2018
Resident Assistant
Brookdale memory care
03.2016 - 10.2018
Quality Control Inspector
CTDI (Communications Test Design Inc.)
10.2014 - 12.2016
Homemaker
Family and Child Service of Schenectady
12.2013 - 03.2014
Waitstaff
Kings Way Community
10.2011 - 03.2013
Camp Counselor (Seasonal)
Hamilton Hill Art Center
07.2007 - 07.2008
High school diploma -
Schenectady High School