Kelli Prior
Heath,OH
Summary
Detail-oriented customer service professional with experience in patient care and billing inquiries. Skilled in troubleshooting service issues and maintaining accurate documentation of interactions. Expertise in de-escalating complaints and clearly explaining policies, enhancing customer satisfaction. Knowledgeable in EMR systems and vital signs monitoring, with a strong focus on maintaining composure in challenging situations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Spectrum
Zanesville, Ohio
06.2022 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved internet, TV, and phone issues through guided troubleshooting.
- Answered customer inquiries and provided accurate information regarding products and services.
- Explained service plans, charges, and policies in clear language.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted Spectrum subscribers with billing, account, and service inquiries.
- Executed processing of customer orders, service transfers, cancellations, and appointment modifications efficiently.
- De-escalated complaints while maintaining professional Spectrum customer support.
- Escalated complex issues to technical and retention teams.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
STNA (State Tested Nursing Assistant)
Laurel Health Care Company
Heath, OH
02.2021 - Current
- Obtained and reported vital signs to ensure timely medical response
- Notifying the nurse of any changes in condition
- Notified the nurse of changes in condition
- Organized daily tasks effectively to meet deadlines
- Managed multiple tasks simultaneously to maintain workflow efficiency.
STNA
Sharonbrooke
Newark, OH
08.2018 - Current
- Delivered comprehensive patient care services to enhance client well-being.
- Performed regular blood sugar checks to monitor patient health.
- Communicated patient status updates to nurse supervisor.
STNA/CNA
Country Lane Gardens
Thornville, OH
05.2018 - 08.2018
- Delivered compassionate care to enhance patient comfort and well-being
- Administered personal hygiene baths to promote patient dignity and hygiene
- Monitored and recorded patients' vital signs to ensure timely medical response
- Reporting to a nurse
STNA
Thornville Health and Rehab
Newark, OH
11.2016 - 05.2018
- Provided compassionate patient care in a clinical setting.
- Obtained vital signs from patients in clinical setting
- Reported patient conditions to the nurse supervisor to ensure timely interventions
STNA
HOSPICE OF CENTRAL OHIO
Newark, OH
10.2015 - 10.2016
- Provided compassionate bathing support to hospice patients, enhancing their comfort and dignity
- Documented patient information
- Created personal work schedule
- Managed procurement of patient supplies
Education
High school diploma - General
Northridge High School
Johnstown, OHHigh school or equivalent -
Skills
- Customer Support
- Call Management
- Payment Handling
- Call documentation
- Customer Issue Resolution
- Problem resolution
- Conflict Resolution
- Vital Signs
- Patient Care
- Caregiving
- Hospice Care
- Alzheimer's care
- Senior Care
- Multi-tasking
- Time management
- Attention to detail
- Active listening
- Critical thinking
- Professional composure
- Positive demeanor
- Reading skills
Timeline
Customer Service Representative
Spectrum
06.2022 - Current
STNA (State Tested Nursing Assistant)
Laurel Health Care Company
02.2021 - Current
STNA
Sharonbrooke
08.2018 - Current
STNA/CNA
Country Lane Gardens
05.2018 - 08.2018
STNA
Thornville Health and Rehab
11.2016 - 05.2018
STNA
HOSPICE OF CENTRAL OHIO
10.2015 - 10.2016
High school diploma - General
Northridge High School