Jill Shilling
West Leyden,NY
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. 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, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Personal Care Assistant
WellNow Urgent Care
Rome, NY
12.2020 - Current
- Remained alert to problems or health issues of clients and competently responded.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
- Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as crutches or brace.
- Used EMR and PM to maintain records of services performed and apparent condition of patients.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Conducted monthly inventories of raw materials and components on work floor.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
Deli Associate
Walmart
Rome, NY
06.2020 - 12.2020
- Carefully prepared orders by slicing, weighing and packaging cheeses and meats and accurately calculated prices.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Opened new inventory and rotated stock by dates to maintain freshness.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
- Listened carefully to customer instructions and prepared orders according to those preferences.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Learned other teammates' work tasks to train as backup.
- Inspected equipment, refrigerators and warming lamps to check compliance with safe operating levels.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
Patient Care Assistant
Terrace Of Woodland
Rome, NY
05.2019 - 06.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Gathered medical information, weight and height measurements and vital signs.
- Supported patient mobility needs with correct assistive devices and proper body mechanics to prevent injuries.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Transported food trays and aided with feeding.
- Updated documentation and reports detailing patient activities, care actions and hospital determinations.
- Collected and transported specimens to prepare for lab testing.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Documented residents' mental status, sleep and eating patterns in medical record books.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Remained alert to problems or health issues of clients and competently responded.
- Monitored and assisted residents through individual service plans.
- Met with patients and families to discuss care and plan of action for future.
- Logged and filed classified documents.
- Coordinated and processed personnel files and medical records.
- Managed unit training and activity schedules.
Caregiver
Veteran Affairs
Rome, NY
03.2010 - 02.2019
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Assisted patients with self-administered medications.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Provided safe mobility support to help patients move around personal and public spaces.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Provided transportation to doctor's appointments, grocery stores, salons and barbershops.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Documented residents' mental status, sleep and eating patterns in medical record books.
- Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
- Entertained, conversed and read aloud to keep patients mentally alert.
- Shopped for groceries regularly in order to keep house stocked with necessities.
- Maintained frequent supervision of residents unable to call for assistance.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Maintained clean, safe and well-organized patient environment.
Accommodation Sales Representative
Turning Stone Resort And Casino
Verona, NY
09.2007 - 08.2008
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Cold-called leads and closed large number of new sales over several months.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Enhanced marketing and sales strategies to increase profitability and develop organizational pipeline.
- Determined problem areas and resolved issues related to profitability and business objective achievement.
Resident Assistant
UCP
Rome, NY
01.2008 - 07.2008
- Maintained clean, safe and well-organized patient environment.
- Assisted residents in preparing for activity and social programs.
- Changed bed linens, dumped trash and smoothly handled maintenance issues to promote resident comfort.
- Assisted residents with daily dental and mouth care, bath functions and hair care.
- Attended, participated and contributed to monthly staff meetings addressing resident needs.
- Responded to room transfers, incident reports and maintenance requests.
- Encouraged community atmosphere by implementing educational and social programs.
- Assisted disabled clients to support independence and well-being.
- Counseled peers on career, academic and personal concerns.
- Led by example through mature behavior consistent with university regulations and rules.
- Supervised daily activities and provided assistance to staff.
- Mediated and conflicts to achieve peaceful and fair resolutions.
Cellphone Repair Technician
Arvato
Melbourne, FL
02.2005 - 12.2006
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Read blueprints and schematics to correctly place equipment.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Farm Helper
Darryl Kent
West Leyden, NY
- Operated farm equipment such as tractors and trucks with extreme care and precision.
- Assisted farmers with feeding and watering cows,
- Checked farmland for issues in need of attention, such as fences to mend and broken pipes to fix.
- Operated tractors and self-propelled machinery to plow and fertilize soil.
- Repaired farm equipment, completing both emergency and preventive maintenance quickly and accurately.
- Removed rocks and prepared soil for planting.
- Administered feed supplements to cows and other livestock.
- Planted crops in fields, helping farmers distribute seeds and plan harvesting schedules.
- Cleared away animal waste by hosing out operational areas.
- Used grease guns and oil cans to lubricate and adjust farm equipment.
- Monitored inventories of animal feed, planting supplies and farm tools to maintain smooth farm operations.
Paint Associate
Home Depot
Sebastian, FL
01.2005 - 08.2005
- Offered color matching expertise and paint product selection advice to assist customers with paint choice.
- Located merchandise in store for consumers and demonstrated usage of tools and prep items.
- Informed associates of promotions for marketing efforts to increase sales.
- Maintained up-to-date knowledge on store returns policies and promotions to provide reliable information.
- Trained and mentored new associates by modeling customer service methods, product knowledge, and check out techniques.
- Displayed color selection using intriguing and creative displays of swatches, painted pieces and sample books.
- Processed new shipments and incoming inventory and checked vendor list for accurate inventory reporting.
- Efficiently performed retail merchandising, stocking, cleaning, down stocking and pricing.
- Assisted personnel with suggestions and recommendations to resolve problem.
- Performed tinting, mixing and color matching of paint.
- Stocked aisles with merchandise and cleaned paint counter for orderly appearance.
- Displayed exemplary customer service by greeting customers and answering questions concerning products and inventory.
Education
No Degree - General Studies
Mohawk Valley Community College
Rome, NyGED -
Palm Bay High School Adult Education
Melbourne, FL04.2005
Skills
- Customer Service
- Data Analysis
- Billing and Invoicing
- Customer Relations
- Administrative Support
- Data Collection
- Microsoft Excel
- Bookkeeping Operations
- Precision and Accuracy
- Verbal and Written Communication
- Collections and Invoice Processing
Timeline
Personal Care Assistant
WellNow Urgent Care
12.2020 - Current
Deli Associate
Walmart
06.2020 - 12.2020
Patient Care Assistant
Terrace Of Woodland
05.2019 - 06.2020
Caregiver
Veteran Affairs
03.2010 - 02.2019
Resident Assistant
UCP
01.2008 - 07.2008
Accommodation Sales Representative
Turning Stone Resort And Casino
09.2007 - 08.2008
Cellphone Repair Technician
Arvato
02.2005 - 12.2006
Paint Associate
Home Depot
01.2005 - 08.2005
No Degree - General Studies
Mohawk Valley Community College
GED -
Palm Bay High School Adult Education
Farm Helper
Darryl Kent
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