Kennedy Covington
Chicago,IL
Summary
Dedicated and personable customer care professional with a proven ability to deliver exceptional service and support in fast-paced environments. Skilled in handling inquiries, resolving complaints, and building lasting customer/patient relationships through empathy, active listening, and clear communication. Known for maintaining high customer/patient satisfaction scores and turning challenging situations into positive outcomes. Quick learner with a strong work ethic, adaptable to diverse teams and customer needs. Seeking to bring enthusiasm and problem-solving skills to a dynamic customer-focused team.
Overview
5
5
years of professional experience
Work History
Medical Assistant and Scribe
NorthShore
08.2024 - Current
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed medical records management, including filing, organizing and scanning documents.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Answered telephone calls to offer office information, schedule appointments, answer questions, and direct calls to staff.
- Completed all tasks in compliance with company policies and procedures. HIPPA.
Airline Customer Service Agent
American Airlines
01.2024 - 08.2024
- Booking and Reservations: Making new bookings, changing existing reservations, or canceling flights.
- Monitored gate areas and addressed security situations with management.
- Special Needs: Requesting assistance for travelers with disabilities or other special needs.
- Baggage: Inquiries about checked or carry-on baggage, including lost or damaged luggage.
- Flight Information: Checking flight status, departure and arrival information, and subscribing to flight notifications.
- Refunds: Requesting refunds for eligible tickets and services.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Complaints and Feedback: Sharing feedback about your travel experience, including compliments or complaints.
- General Inquiries: Questions about airline policies, services, or destinations.
Ramp Agent
American Airlines
11.2022 - 01.2024
- Guiding aircraft: Directing airplanes to and from gates, using hand signals or light wands to communicate with pilots.
- Loading and unloading: Load and unload baggage, cargo, and mail from the aircraft, ensuring items are placed correctly for weight and balance.
- Operating equipment: Operate various ground service equipment like belt loaders, tugs, and baggage handling equipment.
- Maintenance: Perform cabin cleaning, servicing lavatories and water systems, and ensuring the aircraft is safe for takeoff.
- Safety: Inspect the ramp area for debris and ensure safety procedures are followed.
- Deiced aircraft before takeoff for safety during inclement weather.
Server
Texas Roadhouse
01.2021 - 12.2021
- Cultivated warm relationships with regular customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Server
Coopers Alehouse
08.2020 - 10.2022
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
Education
Bachelor of Science - Biology
North Carolina A&T State University
Greensboro, NC06-2023
High School Diploma -
Asheboro High School
Asheboro06-2019
Skills
- Compassionate patient support
- Medical office assistance
- Clinical patient assistance
- Engaged listening skills
- Fact-checking expertise
- Customer engagement strategies
- Verbal and written communication
- Cultural awareness
- Comprehensive documentation skills
- Complaint handling
- Proficient in task management
- Timeliness and dependability
Timeline
Medical Assistant and Scribe
NorthShore
08.2024 - Current
Airline Customer Service Agent
American Airlines
01.2024 - 08.2024
Ramp Agent
American Airlines
11.2022 - 01.2024
Server
Texas Roadhouse
01.2021 - 12.2021
Server
Coopers Alehouse
08.2020 - 10.2022
Bachelor of Science - Biology
North Carolina A&T State University
High School Diploma -
Asheboro High School