Kay Eckstein
Mt. Pleasant,SC
Summary
Hard-working professional with40+ years of experience and a proven knowledge of conflict resolution, customer communications, and customer service. Aiming to leverage my skills to successfully fill the Customer Service role at your company.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Phone Operator/Customer Service
Gastroenterology Consultants of Augusta
, United States
03.2022 - 03.2024
- Answered calls in a professional, calm manner asking appropriate questions in order to properly direct callers
- Greeted callers and identified their needs quickly and accurately
- Demonstrated excellent problem solving skills when resolving complex patient requests or inquiries
- Connected callers with proper departments and professionals
- Answered incoming calls and directed them to the appropriate department or individual.
- Maintained a professional demeanor while handling customer calls.
- Transferred calls to other departments as needed.
- Updated customer accounts with new information from callers.
- Greeted callers and identified their needs quickly and accurately.
- Provided accurate information regarding company services, procedures, and policies.
- Performed data entry of customer contact information into computer database systems.
- Compiled daily call reports detailing volume of calls received and handled by department staff members.
- Handled escalated customer complaints professionally and effectively.
- Demonstrated excellent problem-solving skills when resolving complex customer requests or inquiries.
- Developed relationships with customers through effective communication techniques.
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Connected incoming calls quickly using multi-line telephone system to minimize hold times.
- Documented messages left by callers and delivered vital information to intended employees.
- Called clients to leave voicemail reminders of appointment date and time.
- Connected incoming calls quickly using multi-line telephone system to reduce hold times.
- Logged telephone system outages and problems to facilitate swift repairs.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Handled incoming and outgoing calls according to standard operating procedures.
- Took messages from callers and accurately relayed details to intended staff.
- Completed connections between callers, departments and professionals.
- Followed up with open calls to offer further assistance and close out issues.
Customer Service Associate
Brickles Cleaners and Laundry
, United States
03.2012 - 03.2022
- Greet customers and discuss the type, quality and quantity of merchandise sought for cleaning
- Compute charges for merchandise and services while receiving payments
- Answer telephones to provide information and receive orders
- Keep records of transactions
- Maintained an organized system for tracking customer interactions and feedback.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Suggested product solutions based on individual customer needs.
- Provided accurate quotes for requested products or services.
- Handled cash register operations accurately during peak times.
- Compiled daily sales reports for management review.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Resolved customer inquiries in a timely manner.
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
Caregiver
Private home health care
Martinez, United States
02.2008 - 03.2012
- Maintain records of patient care, condition, progress or problems
- Check patients' vitals
- Provide patients with help moving in and out of beds, baths, wheelchairs
- Care for patients by changing linens, washing and ironing laundry, cleaning, and assisting with overall personal care
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Laundered clothing and bedding to prevent infection.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Followed care plan and directions to administer medications.
- Reported concerns to nurse supervisor to promote optimal care.
- Assisted clients with maintaining good personal hygiene.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Built strong and trusting rapport with clients and loved ones.
Headset
Shaw industries
01.1996 - 01.2006
- Perform quality checks on products and parts
- Package finished products and prepare them for shipments
- Rotate through all the tasks required in a particular production process
- Maintain production
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Maintained updated knowledge through continuing education and advanced training.
- Completed day-to-day duties accurately and efficiently.
Education
High School -
KEENEN HIGH SCHOOL
Columbia, South Carolina, United States05.1984
Skills
- Customer Support/Service
- Telephone Skills
- Problem Solving Skills
- Home Care
- Patient Care
- Gastroenterology
- Healthcare Providers
- Patient Assessment
- Patient Care Authorizations
- Needs Assessment
- Record Keeping
- Conflict Resolution
- Appointment confirmation
- Call follow-up
- Call transferring
- Information assistance
- Telephone etiquette
Certification
Gastroenterology
Languages
English - Intermediate
WORK AUTHORIZATION
- I am authorized to work in the following countries:
- United States
Timeline
Phone Operator/Customer Service
Gastroenterology Consultants of Augusta
03.2022 - 03.2024
Customer Service Associate
Brickles Cleaners and Laundry
03.2012 - 03.2022
Caregiver
Private home health care
02.2008 - 03.2012
Headset
Shaw industries
01.1996 - 01.2006
High School -
KEENEN HIGH SCHOOL