Jeffrey Cassell

• Assisted nursing staff with essential tasks, ensuring efficient delivery of high-quality care to patients.
• Provided activities of daily living by assisting with serving meals, ambulating, turning and positioning patients.
• Managed time effectively while multitasking between various responsibilities within a fast-paced clinical setting.
• Provided prompt and accurate services such as CPR and first aid during emergencies.
• Provided personal hygiene assistance, giving baths, and performing dress changes for patients.
• Improved patient care by providing compassionate and attentive support to patients during daily activities.
• Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Maintained patient stability by checking vital signs and weight.
• Served as a reliable resource for patients, families, and fellow staff members by remaining approachable and knowledgeable about all aspects of nursing care.
• Implemented fall prevention strategies, reducing patient injuries and increasing overall safety within the healthcare facility.
• Facilitated smooth transitions between shifts by providing detailed reports on patient status during change-of-shift handovers.
• Provided emotional support to patients and families during difficult situations, fostering trust and open communication.
• Demonstrated adaptability when faced with unexpected challenges or changes in assigned duties within the nursing unit.
• Contributed to the prevention of hospital-acquired infections by strictly following hand hygiene guidelines and utilizing appropriate personal protective equipment.
• Expedited diagnostic testing procedures by collecting specimens such as blood samples accurately and efficiently.

• Handled incoming calls and inquiries efficiently to resolve customer questions for sales and account management.
• Delivered exceptional outcomes by prioritizing precision and customer satisfaction.
• Researching customer inquiries utilizing company resources and documents
• Customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
• Resolving roadblocks by researching and working with other departments
• Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding the resolution
• Meeting individual customer service call volume and quality expectations
• Acting as a liaison between client and various departments
• Sharing standard methodologies with other customer service claim teams
• Responding to client inquiries through phone or e-mail contact with customers and prospects about the company's products or services
• Participating in meeting team goals for service, quality and cost
• Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality
• Mentor, advise and lead your team members in their journey to customer excellence
• Lead by example, handling customer escalations with creative problem-solving
• Raise the Bar with each and every customer interaction, delivering an amazing customer experience utilizing service excellence techniques
• Consistently and respectfully Raise the Bar by identifying trends in customer concerns and escalating properly to leadership
• Take responsibility to develop a deep knowledge of our product portfolio and a working knowledge of Operations business processes including order flows, manufacturing and shipping
• Able to quickly validate pricing across customer programs, product promotions and extra charges
• Able to identify and drive process improvements or make recommendations that improve the overall customer experience
• Enhanced efficiency with Salesforce case management.
• Guided professional development of agents.
• Implemented effective strategies for monitoring and improving case management.
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• Customer interactions for delivery and billing questions
• Delivery driver interactions & logistics monitoring
• Q&A agent assistance line for manual processes & questions
• Real time troubleshooting for CSR technical issues
• Assisting with escalated customer calls
• Processing refunds and adjustments for customer issues
• Furniture & Mattress sales nationwide

• Monitoring and determining fraudulent activity
• Client interactions with fraud trends
• Customer support and guidance on fraudulent activity
• Cancelling orders deemed to be fraudulent
• Responding to customers' emails and phone calls about unauthorized charges
• Utilize multiple software packages such as Accertify Fraud Systems, Five Nine Call Center, Oracle Adapter, Right Now Email Systems, PXP Any Pay and IBM eCommerce Web Center

• Monitored and documented vital signs, intake and output, and patient status changes in a fast-paced ED Hold environment

• Supported patient safety initiatives, including fall precautions and infection prevention protocols

• Assisted with activities of daily living, including hygiene, mobility, and comfort measures

• Provided continuous observation for high-risk patients to ensure safety and stability

• Collected specimens and assisted with bedside procedures as directed by nursing staff

• Communicated effectively with interdisciplinary teams to ensure continuity of care during extended ED Hold stays

• Delivered compassionate emotional support to patients and families during prolonged wait times

• Maintained accurate and timely documentation in the electronic medical record system

• Adapted quickly to high-acuity situations and assisted during emergency interventions when needed

• Created Crew Members' schedules
• Handled truck orders and stocked orders when they arrived
• Organized and cleaned the restaurant
• Trained on all shifts, opening, mid, and closing shifts
• Trained with excellent customer service skills and a friendly smile
• Handled both customer and employee complaints
• Involved in the hiring and training of new staff
• Managed the day-to-day operations of the restaurant
• Performed nightly and weekly inventory
• Handled the monitoring of inventory levels

• Created Crew Members' schedules
• Ordered Crew Members' uniforms
• Counted inventory nightly and sent out weekly food orders
• Unloaded and stocked supplies off the delivery truck
• Organized the store and ensured it was clean
• Trained to cover all the different work shifts; opening, mid-shift, and closing shift
• Trained for excellent customer service with a friendly smile
• Handled any customer and employee complaints
• Created reports for upper Management
• Maintained equipment and placed orders for any needed repairs
• Dropped the bank deposits
• Promoted from a Crew Member and Shift Manager