Juana Phelps
Austin,TX
Summary
Versatile and dynamic professional with a proven track record at Silverado Senior Living, adept in compassionate care and administrative support. Excels in fostering customer relations and streamlining operations, achieving significant improvements in client satisfaction and workplace efficiency. Skilled in problem-solving and multitasking, with a commitment to maintaining confidentiality and ethical standards. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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
17
17
years of professional experience
Work History
Caregiver Attendant
Silverado Senior Living
10.2020 - 01.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Team Leader Manager
Peppermint Cleaning Services
10.2012 - 10.2020
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Streamlined communication within the team for better collaboration and decisionmaking.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.
- Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team''s experiences.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Office Manager
Foremost Publications
05.2007 - 10.2012
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
Austin High
Austin, TXSkills
- Nutrition monitoring
- Emotional Support
- Mobility support
- Recreational activities planning
- Transfer skills
- Housekeeping tasks
- Dementia Care
- Compassionate Care
- End of life care
- Meal Preparation
- Toileting assistance
- Patient assistance
- Dependable and Responsible
- Compassionate communication
- PPE Usage
- Problem-Solving
- Verbal and written communication skills
- Strong Ethics
- Respectful and Compassionate
- Multitasking and Organization
- First aid and safety
- Housekeeping
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Call Management
- Follow-up skills
- Appointment Scheduling
- Order Processing
- Administrative Support
- Sales expertise
- Multi-line phone talent
Timeline
Caregiver Attendant
Silverado Senior Living
10.2020 - 01.2024
Team Leader Manager
Peppermint Cleaning Services
10.2012 - 10.2020
Office Manager
Foremost Publications
05.2007 - 10.2012
High School Diploma -
Austin High