KE'SHARIA STOKES
Union City,GA
Summary
Dedicated and detail-oriented customer service professional with a diverse background in customer service.. Adept at enhancing customer experiences through efficient communication, problem-solving, and teamwork. Demonstrated ability to manage logistics, ensure timely service delivery, and maintain a customer-first approach.. Committed to delivering exceptional service and fostering positive customer interactions while supporting organizational goals.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Virtual Care Assistant
Caring Friends and Companions Group Home
06.2024 - 08.2025
- Supported residents'' physical and behavioral health by coordinating medical appointments, psych appointments and follow-up care as required by their individualized health plans ie, Annual Physicals, Eye Exams, Dental Exams, monthly Psych appointments and Specialty Appointments as needed.
- Promoted residents' health and well-being by organizing diverse activities for physical, mental and social stimulation.
- Developed strong relationships with residents and their families, ensuring open communication and trust.
- Collaborated with interdisciplinary team members (Manager, Assistant Manager) to develop comprehensive support strategies tailored to each resident''s needs.
- Managed sensitive resident information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
Call Center Agent
VSI
07.2023 - 01.2024
- Handled high-volume inbound calls, addressing customer inquiries, resolving complaints, and providing accurate information to enhance customer satisfaction
- Utilized active listening and problem-solving skills to identify customer needs, offering tailored solutions and ensuring positive outcomes for each interaction
- Navigated multiple systems and databases to retrieve information efficiently, ensuring prompt and accurate responses to customer requests
- Maintained a high level of professionalism and empathy, building strong rapport with customers to foster trust and promote long-term brand loyalty
Medical Machine Operator
Porex Filtration Group
09.2021 - 06.2023
- Operated and calibrated advanced machinery to manufacture medical-grade components, ensuring strict compliance with health and safety standards for optimal patient outcomes
- Conducted detailed inspections of finished products, proactively identifying defects to guarantee the highest level of product integrity in support of medical applications
- Maintained precise production logs and collaborated with cross-functional teams to ensure smooth operations, contributing to efficient workflows and consistent product delivery to healthcare clients
- Participated in continuous improvement initiatives, contributing insights to enhance production efficiency and streamline processes for better quality control
Production Worker
Smart Staffing Solutions
12.2019 - 09.2021
- Operated machinery efficiently to meet production targets while ensuring product quality, demonstrating a strong attention to detail and commitment to customer satisfaction
- Collaborated with team members to maintain seamless workflow, ensuring timely packaging and shipment of items to meet client expectations
- Identified and resolved equipment issues promptly to prevent delays, enhancing overall efficiency and contributing to positive customer experiences by minimizing disruptions
- Assisted in training new employees on machinery operation and safety protocols, fostering a culture of safety and teamwork within the production environment
Wheelchair Dispatch Supervisor
DGS Delta Global Services
01.2018 - 12.2019
- Led and mentored a team of wheelchair agents, ensuring efficient scheduling and allocation of resources to meet passenger needs and enhance customer service standards
- Monitored team performance and provided on-the-spot coaching, fostering a supportive work environment while driving accountability and operational excellence
- Collaborated with airport operations and other departments to resolve escalated issues, ensuring seamless coordination and positive passenger experiences during peak travel times
- Developed and maintained scheduling protocols to optimize resource allocation, resulting in improved response times and enhanced passenger experience
Cabin Service Agent
DGS Delta Global Services
11.2017 - 01.2018
- Ensured aircraft cabins were thoroughly cleaned and fully stocked with essential supplies, enhancing passenger comfort and satisfaction for a seamless travel experience
- Managed timely restocking of food, beverages, and amenities to meet strict departure schedules, contributing to operational efficiency and positive customer interactions
- Collaborated with team members to maintain well-organized supply rooms and handle special tasks such as liquor and lavatory management, supporting a smooth in-flight experience for passengers
- Implemented best practices for cleanliness and organization, resulting in increased operational efficiency and improved passenger satisfaction ratings
Wheelchair Dispatcher / Customer Service
ABM Industries
09.2016 - 11.2017
- Coordinated wheelchair services efficiently, ensuring timely support for passengers and delivering exceptional customer care in fast-paced airport operations
- Acted as a liaison between clients, passengers, and wheelchair agents to ensure clear communication and smooth operations, contributing to a seamless travel experience
- Proactively monitored flight schedules and adjusted plans in real-time to meet passenger needs, ensuring prompt service and enhancing customer satisfaction
- Conducted regular team meetings to review performance metrics and set goals, driving continuous improvement in service delivery and team morale
Education
High School Diploma -
Hapeville Charter High School
05-2016
Skills
- Call Center Operations
- Quality assurance
- Communication Skills
- Customer communications
- Conflict Resolution
- Team Leadership
- Logistics Coordination
- Attention to Detail
- Microsoft Office Suite (Word, PowerPoint)
- Problem-solving skills
- Resident care coordination
- Customer service
- Patient confidentiality
Timeline
Virtual Care Assistant
Caring Friends and Companions Group Home
06.2024 - 08.2025
Call Center Agent
VSI
07.2023 - 01.2024
Medical Machine Operator
Porex Filtration Group
09.2021 - 06.2023
Production Worker
Smart Staffing Solutions
12.2019 - 09.2021
Wheelchair Dispatch Supervisor
DGS Delta Global Services
01.2018 - 12.2019
Cabin Service Agent
DGS Delta Global Services
11.2017 - 01.2018
Wheelchair Dispatcher / Customer Service
ABM Industries
09.2016 - 11.2017
High School Diploma -
Hapeville Charter High School