Janeal Bourda
Tracy,CA
Summary
Adept at enhancing customer satisfaction and streamlining processes, my tenure at Kaiser Permanente honed my problem-solving and Microsoft Office skills. Achieved a significant improvement in emergency response times and customer service efficiency, demonstrating strong attention to detail and empathy. Excel in fast-paced environments, ensuring high-quality outcomes and exceeding targets.
Overview
9
9
years of professional experience
Work History
Communication Operator
Kaiser Permanente
01.2024 - Current
- Streamlined communication processes for faster information exchange between departments and agencies.
- Enhanced emergency response times by efficiently prioritizing and dispatching incoming calls.
- Delivered exceptional customer service by addressing caller inquiries with empathy and professionalism.
- Connected callers with appropriate professional, department, or business.
Environmental Services Housekeeper
Kaiser Permanente
02.2023 - 01.2024
- Verified cleanliness and organization of storage areas and carts.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Utilized chemicals and cleaning equipment to meet facility's predetermined sanitation and cleanliness quality standards.
- Emptied trash cans and recycling bins to promote clean, sanitary environment, and reduce odors and debris.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
Patient Contact Representative
Golden State Orthopedics and Spine
02.2022 - 10.2022
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
Seasonal Customer Service Representative
Minted
09.2019 - 01.2020
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
Delight Services
Restoration Hardware
01.2018 - 01.2019
- Liaised with customers to determine vehicle issues and identify problems.
- Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
- Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
- Maintained high customer satisfaction standards to meet or exceed targets.
Party Host/Cashier
Boomers! Parks
03.2016 - 06.2016
- Took information about guests' party size, led to seating, offered menus, and Action.
- Streamlined party setup and breakdown processes, resulting in increased efficiency and reduced stress for staff.
- Handled financial transactions accurately and responsibly, ensuring proper payment processing and recordkeeping.
- Developed customized party plans tailored to each client''s preferences, ensuring memorable experiences for all attendees.
- Managed event schedules effectively, ensuring timely execution of activities and smooth transitions between segments.
- Prepared and served food and drinks to guests, meeting hygiene and safety standards.
Education
Communications - Criminal Justice
Merritt College
Oakland, CAHigh School Diploma -
John C. Kimball High School
Tracy, CA05.2017
Skills
- Fast Typing Speed
- Empathy and patience
- Customer Service
- Problem-Solving
- Time Management
- Listening Skills
- Multitasking Abilities
- Critical Thinking
- Clear Communication
- Strong attention to detail
- Scheduling
- Multi-phone line
- Typing
- Microsoft Office
- Epic
Timeline
Communication Operator
Kaiser Permanente
01.2024 - Current
Environmental Services Housekeeper
Kaiser Permanente
02.2023 - 01.2024
Patient Contact Representative
Golden State Orthopedics and Spine
02.2022 - 10.2022
Seasonal Customer Service Representative
Minted
09.2019 - 01.2020
Delight Services
Restoration Hardware
01.2018 - 01.2019
Party Host/Cashier
Boomers! Parks
03.2016 - 06.2016
Communications - Criminal Justice
Merritt College
High School Diploma -
John C. Kimball High School