Jayla Stephens
Florence,SC
Summary
Proven track record in enhancing customer satisfaction and patient care, demonstrated during tenure at McLeod Regional Medical Center. Expert in electronic charting and complaint resolution, adept at managing high-volume calls and patient needs efficiently. Increased patient comfort levels by 20% through innovative care and support techniques. Skilled in both direct and indirect patient care, ensuring safety and privacy.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Convergys
06.2016 - 04.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
BB&T Bank
09.2017 - 05.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Certified Nursing Assistant
McLeod Regional Medical Center
09.2021 - 07.2023
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Educated patients and family members on best home care practices for healing and recovery.
Certified Nursing Assistant
McLeod Seacoast Hospital
08.2023 - 03.2024
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Educated patients and family members on best home care practices for healing and recovery.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Upheld infection control and prevention policies across different patient-facing areas.
- Transported patients between rooms and appointments or testing locations.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Helped patients complete range of motion exercises to prevent loss of function during care.
Online Chat Representative
Spectrum
02.2016 - 03.2018
- Enhanced customer satisfaction by efficiently addressing and resolving chat inquiries.
- Streamlined response times with thorough knowledge of company products and services.
- Developed rapport with customers, fostering trust and loyalty through personalized interactions.
- Boosted sales conversions by confidently recommending suitable products based on customer needs.
- Handled high volume of chats professionally, maintaining a calm demeanor in challenging situations.
Customer Service Representative
Victra Verizon
07.2018 - 08.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Columbus Career And College Academy
Whiteville, NC05.2015
Skills
- Patient Lifting
- Electronic Charting
- Direct Patient Care
- Indirect Patient Care
- Product Knowledge
- Report Generation
- Complaint Resolution
- Account Updating
- Information Security
- Call Management
- Data Entry
- Phone Etiquette
- Goal-Oriented
- De-Escalation Techniques
- Call Documentation
- Customer Service
- Regulatory Compliance
- Teamwork and Collaboration
Timeline
Certified Nursing Assistant
McLeod Seacoast Hospital
08.2023 - 03.2024
Certified Nursing Assistant
McLeod Regional Medical Center
09.2021 - 07.2023
Customer Service Representative
Victra Verizon
07.2018 - 08.2022
Customer Service Representative
BB&T Bank
09.2017 - 05.2021
Customer Service Representative
Convergys
06.2016 - 04.2017
Online Chat Representative
Spectrum
02.2016 - 03.2018
High School Diploma -
Columbus Career And College Academy