Juanita Etie
Customer Service Representative
Dickinson,TX
Summary
Dedicated Customer Service representative with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Motivated Customer Service Representative with over 41 years of experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English.
Motivated Unit Clerk, CNA, Bartender, Waitress, and food server of 41 years which thrives in fast-paced environments. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate cash register systems. Effective at operating within company regulations and human resources department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Competent and driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Friendly Customer Service representative with several years of dedicated customer service experience. Dedicated to exceeding service goals through effective communication skills and abilities. Expert in microsoft and excell with training in Unit security, and club Management services.
Proactive Customer Service representative with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level work from home agent position. Ready to help team achieve company goals.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 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. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. 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. 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. Knowledgeable and dedicated Customer Service representative with extensive experience in customer service representative 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Dietary Aid
PAM Rehabilitation Hospital
Webster, TX
09.2022 - 10.2023
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Effective liaison between customers and internal departments.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Implemented and developed customer service training processes.
- Maintained strict levels of cleanliness for tables, floors, and prep areas.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Assisted in maintaining dry storage areas and handling unpacking, dating, and rotating of food and non-food supplies as directed.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Distributed food during busy peak periods to drive customer satisfaction.
- Discarded outdated food products and maintained waste disposal procedures.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Followed all food safety regulations while preparing meals for patients.
- Kept all kitchen areas clean, tidy and free of hazards.
- Demonstrated knowledge of menu items and corresponding ingredients.
- Processed customer payments and balanced cash drawers.
- Cross-trained in other kitchen positions to support staff and meet customer needs and demands.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Monitored food quality and freshness throughout day.
- Cut, sliced and ground meat, poultry and seafood to prepare for cooking.
- Observed diners to respond to additional requests and determine when meal completed.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
- Leveraged hand-held trays and buffet carts to serve food and beverage items to guests.
- Portioned and wrapped food to place directly on plates for service to patrons.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
- Cleaned and organized kitchen, dining and service areas.
- Greeted customers and answered inquiries regarding menu items and specials.
- Adjusted food preparation methods in accordance with customer requests.
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders and refilling glasses.
- Utilized POS system to receive and process food and beverage orders.
CNA
PAM Rehabilitation Hospital
Webster, TX
03.2022 - 09.2022
- Took orders, prepared meals and collected payments.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Prepared and cooked food orders for customers by noting customizations and portion sizes.
- Supported great dining and meal experiences for guests.
- Kept food preparation area, equipment and utensils clean and sanitary.
- Became familiar with products to answer questions and make suggestions.
- Brewed coffee and tea and changed out drink station syrups.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Completed milkshakes and ice cream desserts for customers.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Educated patients and family members on best home care practices for healing and recovery.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Upheld infection control and prevention policies across different patient-facing areas.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Transported patients between rooms and appointments or testing locations.
- Delivered high-quality care to all patients in hospital facility.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Followed directions of licensed nurses to administer medications and treatments.
- Supported needs of 26 + residents under long-term care.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
CNA
Health Trust Staffing
Houston, TX
04.2019 - 12.2021
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Conducted quality inspections of finished products and made minor repairs to meet project expectations.
- Graded and packaged finished products, transporting items for additional processing, storage or shipment off-site.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Inspected final products to assess compliance with quality standards and established tolerances.
- Documented production information via daily system logs and discussed issues with management.
- Supported current production needs by moving items between equipment, conveyors and staging areas.
- Organized work to meet demanding production goals.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Resolved issues quickly to maintain productivity goals.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Educated patients and family members on best home care practices for healing and recovery.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Upheld infection control and prevention policies across different patient-facing areas.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Transported patients between rooms and appointments or testing locations.
- Delivered high-quality care to all patients in hospital facility.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Followed directions of licensed nurses to administer medications and treatments.
- Supported needs of 26 + residents under unit care.
- Cross trained as Unit Secretary
CNA
Mainland Medical Center
Texas City, TX
12.2014 - 04.2019
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Educated patients and family members on best home care practices for healing and recovery.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Upheld infection control and prevention policies across different patient-facing areas.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Transported patients between rooms and appointments or testing locations.
- Delivered high-quality care to all patients in hospital facility.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Followed directions of licensed nurses to administer medications and treatments.
- Supported needs of 26 + residents under long-term care.
CNA
UTMB
Galveston, TX
05.2006 - 10.2013
- Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
- Learned other teammates' work tasks to train as backup.
- Created appealing food arrangements for party trays and specialized orders.
- Greeted customers at counter to fulfill requests and answer questions.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
- Sanitized dining ware and kitchen equipment according to health code standards.
- Circulated kitchen area to receive work assignments and identify support tasks.
- Plated hot meals and salads in aesthetically pleasing arrangements.
- Inspected equipment, refrigerators and warming lamps to check compliance with safe operating levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Educated patients and family members on best home care practices for healing and recovery.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Upheld infection control and prevention policies across different patient-facing areas.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Transported patients between rooms and appointments or testing locations.
- Delivered high-quality care to all patients in hospital facility.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Followed directions of licensed nurses to administer medications and treatments.
- Supported needs of 26 + residents under long-term care.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Cross trained as Unit Clerk
- Phlebotomy
Education
No Degree - Small Business Administration And Management
Alvin Community College
Alvin, TXNo Degree - Basic Computers
Alvin Community College
Alvin, TXNo Degree - Hospital Administration
College of Mainland
Texas City, TXCertificate - CNA
Angelina College
Lufkin, TX05.1994
GED -
Alvin Community College
Alvin, TX04.1988
No Degree - Health Occupations Students of America
Dickinson High School
Dickinson, TX1982
Skills
- POS Systems and Ordering Platforms
- Order and Refund Processing
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- De-escalation Techniques
- Establishing and Maintaining Customer Relationships
- Multi-Line Phone Systems
- First-Tier Technical Support
- Team-Oriented and Cooperative
- Time Management
- Inbound and Outbound Calling
- Invoice Preparation and Processing
- LiveChat Messaging
- Computer Proficiency
- Cash Handling
- Sales Expertise
- Verbal and Writing Communication
- Microsoft Access
- Product and Service Sales
- Information Confidentiality
- Microsoft PowerPoint
- IBM Notes
- Handling Payments
- Microsoft Project
- Peer Relationships
- Microsoft Windows
- Microsoft Excel
- Mail Processing
- Microsoft Outlook
- Driver Communications
- Calendar Management
- Google Docs
- Microsoft Word
- Stocking and Replenishing
- Customer Satisfaction
- Voter Registration
- Pulling Requests
- Informational Releases
- Active Listening
- Customer Service
- Information Inputting
- Social Perceptiveness
- Office Supplies and Inventory
- Providing Feedback
- Staff Meetings
- Copying and Scanning
- Supply Tracking
- Records Preparation
- Confidential Data Protection
- Telephone Etiquette
- Email Correspondence
- Critical Thinking
- Data Entry and 10-Key
- Learning Strategies
- Microsoft Applications
- Process Monitoring
- Gas Pumping
- Bookkeeping Software
- Call Transfers
- Coordination
- Service-Orientation
- Writing
- Mathematics
- Troubleshooting
- Instructing
Certification
- CNA - Certified Nurse Assistant
- Phlebotomy Training - 2006 - UTMB
Additional Information
I have had several years of not just taking care of patients, but customer service in many areas. I did work for a call center many many years ago as I was 19 years of age. I have worked many restaurants, fast food and sit down environment. I have worked 41 years as a CNA in nursing homes, Hospice, Home Health, Rehab, Hospitals (in almost all departments, as a CNA, and Unit Clerk), and I have been a sitter for the mentally ill patients. I was also a manager at a supper club for 4 1/2 years. I several years experience in the field as a customer service representative. I believe in giving my all in to whatever line of work I commit to doing. I enjoy helping others and my number one task is communication and team work, without these two task there is no enjoyment in your line of work. I am a go getter, I enjoy a challenge, rather it is rushing to complete a deadline or helping others with their needs.
I am choosing to work from home because I have taken on a Child through CPS and is in need of extra attention due to his past history. I have no one to help me with before or after school care and can not afford day care. CPS is no longer in the picture and they gave no assistance when they was. I had an Granddaughter living here when I first got child whom helped out a lot, but she has now moved on to college.
I am a fast learner and will go above and beyond to learn everything anyone is willing to teach me to move forwards and better myself as well as to help me better the company.
I would also like to note that I have been a team Leader at our church for the past 2 years and I have 8 other people on my staff in which I am over and we have one heck of a team whom all come together and work as a family and enjoys all that we do.
Languages
English
Full Professional
Timeline
Dietary Aid
PAM Rehabilitation Hospital
09.2022 - 10.2023
CNA
PAM Rehabilitation Hospital
03.2022 - 09.2022
CNA
Health Trust Staffing
04.2019 - 12.2021
CNA
Mainland Medical Center
12.2014 - 04.2019
CNA
UTMB
05.2006 - 10.2013
No Degree - Small Business Administration And Management
Alvin Community College
No Degree - Basic Computers
Alvin Community College
No Degree - Hospital Administration
College of Mainland
Certificate - CNA
Angelina College
GED -
Alvin Community College
No Degree - Health Occupations Students of America
Dickinson High School