Jennifer Moore
Kyle
Summary
Dedicated Customer Service Specialist with a proven track record of prioritizing and multitasking in fast-paced working environments. Valuable team player, consistently contributing to the achievement of personal and business goals. Recognized for successfully handling escalated customer support issues and adept at defining and analyzing customer requests to resolve issues. Known for accurate documentation of customer concerns and maintaining deep product and promotion knowledge. Confident communicator, consistently receiving excellent customer feedback. Friendly and devoted to maximizing customer satisfaction through exceptional service and support. Skilled in promoting sales to increase revenue while addressing diverse issues. With over 20 years of customer-facing experience in fast-paced settings, brings a positive attitude and adaptability to address diverse customer needs. Building trust with customers is a priority, promoting satisfaction, resolving concerns, and maintaining long-term loyalty. Personable, friendly, and solution-oriented professional with over 20 years of service and support experience, dedicated team player offering expertise in conflict mediation, time management, and sales. Committed to customer loyalty and satisfaction. Flexible Customer Service Representative with 25 years of success in resolving customer concerns and inquiries. Accurate documentation of call details and preparation of reports are strengths. Committed to providing helpful answers and relevant information to retain clients. 25-year track record of establishing rapport with clients and exceeding company expectations, focused on meeting monthly scorecard expectations while resolving customer inquiries and complaints. Recognized for versatility and diplomacy in reacting positively to ongoing changes in the environment. Enthusiastic client services professional with a strong background directly interfacing with industry customers.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Home Health Nurse
Home Health Services
09.2018 - Current
- Documented patient vitals, behaviors, and conditions to communicate concerns to supervising nurse.
- Provided physical assessments, medication, and chronic disease management to home health patients.
- Contributed to the overall success of the home health agency by maintaining high levels of patient satisfaction and positive outcomes.
- Assessed patients' health status and developed individualized care plans to suit needs.
- Monitored vital signs, developed and implemented care plans, and documented patient progress.
- Assisted patients with activities of daily living to promote independence.
- Provided emotional support and kind companionship to patients and families to increase overall wellness.
- Enhanced patient recovery rates through diligent monitoring of vital signs, medication administration, and wound care.
- Supported patients'' mental and emotional well-being through active listening and empathetic communication during difficult periods of illness or recovery.
- Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
- Implemented care plans for patient treatment after assessing physician medical regimens.
- Evaluated patient histories, complaints, and current symptoms.
Home Health Nurse
Home Health Services
04.2008 - 09.2018
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Explained benefits, features and recommendations to maximize client retention.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Improved customer service wait times to mitigate complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong rapport with patients and families, fostering trust and open communication during challenging times.
- Educated patients and families on disease management, medication safety, and at-home healthcare strategies to promote selfcare.
Floral Manager
H.E. Butt Grocery Company
03.2015 - 08.2018
- Mentored junior staff members, fostering a positive team environment and improving overall performance.
- Coordinated delivery logistics for large orders, optimizing routes to maximize timeliness without sacrificing product quality.
- Trained employees on customer order taking and basic floral arranging.
- Contributed to the company''s social media presence by sharing eye-catching images of unique arrangements and seasonal offerings.
- Inventoried plants and flower care supplies and ordered more.
- Managed staff scheduling, balancing employee availability with store needs while minimizing overtime costs.
- Oversaw daily store opening procedures, ensuring cleanliness standards were met before welcoming customers.
- Conducted regular quality checks on incoming flowers to ensure optimal freshness and longevity in arrangements.
- Collaborated with event planners to execute large-scale floral installations for weddings, corporate events, and fundraisers.
- Maintained a well-organized work area, ensuring efficient workflow and timely completion of tasks.
- Established strong relationships with clients, leading to repeat business and referrals for new customers.
- Monitored special orders to promote timely deliveries of floral displays, bouquets and decorative items.
- Trained new employees in proper design techniques, customer service skills, and store policies for a seamless integration into the team.
- Worked closely with clients to understand their needs and design flower arrangements that perfectly match their vision.
- Drove customer satisfaction by providing recommendations for greenery and flower pairings.
Home Health Nurse
Nursing Home
03.2006 - 09.2009
- Completed initial assessments of patients and family to determine and address individual home care needs.
- Conducted regular re-evaluations to address changes in needs and conditions, and introduced revisions to care plans.
- Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
- Assisted with client personal care needs to foster independence and well-being.
- Addressed patient care needs, collected vitals, dressed wounds and managed catheters.
- Assisted patients with activities of daily living and functional mobility to increase comfort and quality of life.
- Answered patient calls, identified issues and determined how best to provide assistance within parameters established by facility and supervisor.
- Participated in on-call rotations and delivered after-hours care.
- Supported patients with activities of daily living and functional mobility to improve comfort and quality of life and reduce pain.
- Administered prescribed medications and started intravenous fluids to address patient symptoms and underlying etiologies.
- Administered compassionate care to patients with debilitating back pain, arthritis, fractures, head injuries and strokes.
- Worked with vendors on provision of medical equipment, supplies and services.
- Verified consistent delivery of compassionate care to patients with back pain, arthritis, fractures, head injuries and strokes.
- Collected biological samples for routine laboratory testing to assist diagnostic processes.
- Sterilized equipment and supplies using germicides and autoclaves to protect patients and staff from infection.
- Developed care plans, covering goals based on nursing diagnosis and incorporating therapeutic, preventive and rehabilitative nursing actions.
- Notified physicians of changes in patients' conditions.
- Utilized learned nursing skills for wound care, vital sign checking and medication assistance.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Provided home health aide care providers with training, guidance, support and supervision to achieve objectives.
- Asked open-ended questions and delivered high level of attention to reliably assess patients' conditions.
Education
Associate of Applied Science -
Austin Community College
Austin, TX02.2019
Skills
- Understanding Customer Needs
- Customer Retention Strategies
- Data Entry and Maintenance
- Creative Problem Solving
- Multitasking and Prioritization
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Data Entry
- Calm and Professional Under Pressure
- Customer Service
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Problem Resolution
- Conflict Mediation
- Customer Relations
- HIPAA compliance
- Care plan adherence
- Regulatory compliance
Languages
Spanish
Limited
English
Accomplishments
- Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions and orders.
- Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Affiliations
Dedication and loyalty to patient award in March 2006
Certification
- Home Health Aide (HHA) Certification
- First Aid Certification
Timeline
Home Health Nurse
Home Health Services
09.2018 - Current
Floral Manager
H.E. Butt Grocery Company
03.2015 - 08.2018
Home Health Nurse
Home Health Services
04.2008 - 09.2018
Home Health Nurse
Nursing Home
03.2006 - 09.2009
Associate of Applied Science -
Austin Community College