Krescent Muhammad
Avondale,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Contact Tracer/Team Lead
Insight Global-AZDHS
Phoenix, AZ
08.2020 - Current
- Receive any inbound/outbound contacts that have been effected by Covid-19 and collect information for what we call a Contact Tracing Call or Case Investigation Call to confirm the symptoms and severity of their case of Covid
- We then document this information and input this into our survey systems to be transmitted to the state database
- Along with Human Resources activity and Administrative & Business
- Operations for AZDHS
- Along with this position I have transitioned into a Lead Role in which I work directly with Team Supervisors and Project Managers in assisting daily task and needs are met
- Attending AZDHS state meetings and creating new excels for the project and conducting Trainings as well for all new hires
- Also, assisting staff with any technical support needed to complete their jobs on a daily with any software within our network database.
- Performed basic diagnostic procedures such as blood pressure screening, breast cancer screening or communicable disease screening
- Wrote and distributed informational materials on chronic diseases, infant mortality, substance abuse and other community health concerns
- Taught appropriate parenting behaviors to individuals or families
- Transported or accompanied clients to scheduled health appointments or referral sites
- Developed and implemented training classes to educate team members and community residents
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions
- Managed enrollment, transportation and paperwork for individuals to take advantage of community resources
- Administered immunizations or other basic preventive treatments
- Targeted specific community groups with wellness and disease management information
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Led projects and analyzed data to identify opportunities for improvement
- Carried out day-day-day duties accurately and efficiently
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Improved operations through consistent hard work and dedication
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Used coordination and planning skills to achieve results according to schedule
- Maintained energy and enthusiasm in fast-paced environment
- Used Microsoft Word and other software tools to create documents and other communications
- Maintained excellent attendance record, consistently arriving to work on time
Site Care Coordinator
Novelles
Chandler, AZ
10.2019 - 10.2020
- Provided accurate information during meetings as needed and maintain front office and also conduct interviews as needed
- Very busy environment and able to adjust as adequately as possible to get task complete in timely manner
- Handled Shifts, Scheduling, Payroll, and Staffing.
- Handled 30+ calls per day to address customer inquiries and concerns
- Developed and maintained courteous and effective working relationships
CPS CASE WORKER
State of Texas Child Protective Services
Tyler, TX
10.2017 - 10.2019
- Approved medicaid cases for the foster care and adoptive children in care ave in need for medical and long term care
- I would also go into the field to evaluate the scenery of the childs' well-being as well to determine the decision of removal on the case with higher authorities, and also 1st responder's.
- Resolved problems, improved operations and provided exceptional service
- Served customers and followed outlined steps of service
- Proved successful working within tight deadlines and fast-paced atmosphere
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Prepared a variety of different written communications, reports and documents to ensure smooth operations
- Used coordination and planning skills to achieve results according to schedule
- Developed and maintained courteous and effective working relationships
- Received and processed stock into inventory management system
- Drove operational improvements which resulted in savings and improved profit margins
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Exceeded goals through effective task prioritization and great work ethic
- Identified issues, analyzed information and provided solutions to problems
- Developed team communications and information for meetings
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Managed on-site evaluations, internal audits and customer surveys
Program Coordinator
At Home Healthcare
Tyler, TX
07.2014 - 08.2017
- Processed client's that were in need of home care, hospice, and/or rehab care
- Assigned worker's to their sights of employment for clients daily care
- Handled payroll, scheduling shifts, conducting live in person interviews as well as completing new hire orientation.
- Oversaw 100 projects each year from concept through final delivery.
- Organized and managed program development from conception through successful execution.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
- Gathered and organized printed materials required for program participation.
- Provided ongoing direction and leadership for program operations.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Managed web content updates and ongoing site maintenance to provide students with easy information access.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Developed and organized routine and special programming by factoring in slot timing, demographics and other important parameters.
- Reserved classrooms and meeting rooms across campus for program activities and managed room list.
- Maintained tight production timetables and quality standards to give audiences exceptional offerings.
- Handled shipping logistics for large mailings to recipients.
- Designed program implementation and maintenance plan.
- Pitched and built new programming strategies and one-off feature shows to boost audience interests and diversify offerings.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Prepared monthly reports on sales trends for upper management.
- Assisted with community resources for healthcare and mental health.
Customer Service Support Representative
South Mountain Division
Phoenix, AZ
07.2013 - 06.2014
- Assisted customers with setting up there cellular device accounts with us and upselling to popular plans.
- Retained existing clients and developed 25 new accounts by extending high quality and efficient support service.
- Removed malware, ransomware and other threats from laptops and desktop systems
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Patched software and installed new versions to eliminate security problems and protect data
- Helped streamline repair processes and update procedures for support action consistency
- Configured hardware, devices and software to set up work stations for employees
- Maintained servers and systems to keep networks fully operational during peak periods
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Monitored company inventory to keep stock levels and databases updated
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Resolved problems, improved operations and provided exceptional service
- Participated in team-building activities to enhance working relationships
- Conducted research, gathered information from multiple sources and presented results
Senior Customer Service Representative
Enterprise Rental
Phoenix, AZ
12.2012 - 06.2013
- Assisted customers worth choosing vehicles to rent at local airport and teaching them about insurance packages and why they are recommended and offered.
- Reduced average call time 85% with optimal call control and proper use of internal knowledge bases.
- Processed, scheduled and executed customer orders for new and established customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients in person and over phone to answer questions and address complaints.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Took cash and credit card payments via phone, in person and through email.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
Customer Service Representative
Vangent
Phoenix, AZ
01.2009 - 12.2012
- Assisted customer's with their medical bill's breakdown, also created ticket to prepare for any household item's that are needed for clients home.
- Processed numerous invoices each weeks and mailed documentation to clients
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Recommended products to customers, thoroughly explaining details
- Consulted with outside parties to resolve discrepancies and create expert solutions
- Responded to customer requests for products, services and company information
- Communicated with vendors regarding backorder availability, future inventory and special orders
- Answered customer telephone calls promptly to avoid on-hold wait times
- Cultivated customer loyalty, promoted repeat business and improved sales
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Cross-trained and backed up other customer service managers
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Implemented and developed customer service training processes
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
Education
AA - GENERAL, GENERAL STUDIES
UNIV. of PHOENIX
Phoenix, AZ05.2017
HIGH SCHOOL DIPLOMA - General Studies
PINNACLE VIRTUAL HIGH SCHOOL
Phoenix, AZ05.2007
Skills
- MS Office
- PPE Compliance
- Problem-Solving
- Dependable and Responsible
- Google Workspace
- Cultural Awareness
- Multitasking Abilities
- Schedule Coordination
- Assignment management
- Informational materials
- Public outreach
- Supervisory experience
- Reasoning ability
Certification
First Aid Certification, CPR Certification
Additional Information
- Awards , Employee of the Month January 2022 Congratulations on your nomination for Employee of The Month. Employee of the Month December 2021 Congratulations on your nomination for Employee of The Month.
Timeline
Contact Tracer/Team Lead
Insight Global-AZDHS
08.2020 - Current
Site Care Coordinator
Novelles
10.2019 - 10.2020
CPS CASE WORKER
State of Texas Child Protective Services
10.2017 - 10.2019
Program Coordinator
At Home Healthcare
07.2014 - 08.2017
Customer Service Support Representative
South Mountain Division
07.2013 - 06.2014
Senior Customer Service Representative
Enterprise Rental
12.2012 - 06.2013
Customer Service Representative
Vangent
01.2009 - 12.2012
AA - GENERAL, GENERAL STUDIES
UNIV. of PHOENIX
HIGH SCHOOL DIPLOMA - General Studies
PINNACLE VIRTUAL HIGH SCHOOL