Kathleen A Weber
The Villages
Summary
Adept at enhancing customer satisfaction and streamlining service delivery, I leveraged CRM software at Lee Health System to exceed performance metrics. My background in nursing, including medication administration and vital signs monitoring, complements my strong problem-solving and compassionate care skills, ensuring high-quality patient and customer support.
Customer service professional with strong communication and problem-solving skills. Proven track record in handling customer inquiries, resolving issues, and enhancing client satisfaction. Strong focus on teamwork and adaptability to dynamic environments. Known for reliability and consistently driving positive results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Breast Health Center
Lee Health System
10.2003 - 10.2023
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and issues.
- Tracked customer interactions using CRM software to improve overall service quality and responsiveness.
- Adhered to strict confidentiality protocols when handling sensitive client information or financial details.
- Contributed towards overall team success by consistently exceeding performance metrics such as quality scores, resolution times, and customer satisfaction ratings.
- Utilized effective listening skills to identify underlying needs or preferences of customers for personalized assistance.
- Participated in training workshops to continuously develop professional skills and enhance service offerings.
- Developed rapport with customers, ensuring repeat business through exceptional service delivery.
- Conducted outbound calls for follow-up on unresolved matters or proactive issue prevention, promoting long-term customer relationships.
- Partnered with team members to achieve common goals and maintain a high level of customer care.
- Implemented problem-solving techniques for swift resolution of customer complaints and concerns.
LPN Customer Service
Retired
10.2003 - 04.2023
- Utilized time management skills to prioritize tasks effectively, allowing for efficient completion of daily responsibilities.
- Maintained accurate documentation of all relevant clinical data, ensuring compliance with regulatory standards.
- Implemented infection control measures, ensuring a clean and safe environment for patients and staff.
- Managed patient care through closely monitoring respiration, blood pressure, and blood glucose levels.
- Administered controlled narcotics, inserted IVs, and performed catheterizations.
- Obtained patient vital signs and input/output measurements from inpatients.
- Assisted with admissions, appointments, transfers, and discharges.
- Adhered to treatment plan instructions when administering medications and treatments to patients.
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Participated in ongoing professional development opportunities to enhance knowledge base and skillset as an LPN.
- Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
- Addressed any concerns or questions posed by patients or family members promptly to maintain confidence in their care plan.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
- Monitored patient health conditions to report changes to assigned physician.
- Reviewed patient history to verify conditions and current medications.
Education
LPN Diploma - LPN
High Tech Central
Fort Myers, FL03-2016
Skills
- Call center experience
- Medication administration
- Complaint handling
- Vital signs monitoring
- Assertiveness
- Medical documentation
- CRM software
- Customer service
- Infection control
- Problem-solving skills
- Catheter care
- Call center customer service
- Compassionate care
- Diabetes management
- Verbal and written communication
- Inbound phone calls
- Nursing ethics
- Customer support
Certification
- CPR/AED Certification
- First Aid Certification
- Florida Driver's License
Timeline
Customer Service Breast Health Center
Lee Health System
10.2003 - 10.2023
LPN Customer Service
Retired
10.2003 - 04.2023
LPN Diploma - LPN
High Tech Central
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