Janisha Howard
Ocala,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Correctional Officer
Lowell Correctional Institution
04.2019 - Current
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Conducted routine and emergency head counts.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Booked new inmates into facility and processed inmates for release.
Customer Service Representative
Ansafone Communications
09.2018 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Patient Care Representative
North Florida Regional Hospital
01.2016 - 09.2019
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
- Handled prescription refill requests.
- Worked with patients to schedule tests and procedures.
Education
Associate of Science - Health Administration
Santa Fe College
Gainesville, FL05.2026
High School Diploma -
Newberry High School
Newberry, FL06.2016
Skills
- First Aid Training
- Emergency Response
- De-Escalation Techniques
- Conflict resolution skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Data Entry
- Computer Proficiency
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
Timeline
Correctional Officer
Lowell Correctional Institution
04.2019 - Current
Customer Service Representative
Ansafone Communications
09.2018 - 03.2023
Patient Care Representative
North Florida Regional Hospital
01.2016 - 09.2019
Associate of Science - Health Administration
Santa Fe College
High School Diploma -
Newberry High School
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