Laderica Jones
219 Smothers Rd Smithville,Georgia
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Caregiver
Rhoda’s care
Albany, Georgia
03.2021 - 11.2023
- Customer Service(Answering calls, setting appointments, planning/scheduling Bathing and grooming Laundry and helping with dressing Food shopping and prep Light housekeeping Managing medications Transportation Mobility assistance Companionship and emotional support Communicating with doctors and monitoring medications
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
DIRECT SUPPORT STAFF
The ARC OF SOUTHWEST GA
Albany, Georgia
03.2021 - 10.2022
- Monitor individuals to ensure safety in regard to medical, health, behavioral, and environmental issues
- Assist with daily living skills (e.g., lifting, transferring, toileting, personal hygiene, laundry, cooking etc.)
- Customer Service(Answering calls, setting appointments, planning/scheduling) Implement Individual Plans and the Outcomes, Goals, and Strategies
- Complete paperwork as assigned including documentation (e.g., incident reports, progress notes, behavior data, drills etc.)
- Conduct drills as needed
- Assist with banking and budgeting and assist with shopping, when applicable
- Plan, assist, and participate in community outings with individuals (e.g
- Visiting family, friends, church/temple, shopping etc.)
- Maintain living environment in accordance with Code of Maryland Regulations (COMAR) and health department standards
- Administer and record medications pursuant to State and Agency requirements, when applicable
- Accompany individuals on medical emergencies as needed
- Work with individuals as assigned by supervisor
- Complete all agency required trainings for position
- Perform other duties as assigned by supervisor.
Call Center Customer Service Specialist
Teleperformance
Albany, GA
01.2020 - 11.2021
- Answered incoming calls promptly and in a courteous manner, addressing customer inquiries with accurate information.
- Provided assistance to customers regarding product features, pricing and availability.
- Assisted customers with placing orders, returning products, resolving billing issues and other customer service related tasks.
- Handled escalated customer complaints using problem solving skills to resolve difficult situations quickly and efficiently.
- Recommended solutions based on an understanding of individual requirements.
- Developed strong relationships with customers through positive interactions and follow-up communication.
Direct support professional
RESCARE Albany, GA
Albany, GA
03.2015 - 09.2020
- Performing personal care tasks, including assistance with basic personal hygiene and grooming, feeding, and ambulation, medical monitoring, and health care related tasks
- Fostering positive relationships between individuals served and their housemates Ensuring client safety and maintaining a safe environment Assisting with toileting, including bedpans, urinals, and commode chairs Reminding/assisting client with self-administration of medications (with proper training) Encouraging self-help activities Reporting changes in client's condition or family situation to the office Documenting services provided Performing home management functions such as light housekeeping, laundry, bed making, and cleaning Planning meals, shopping for groceries, preparing and serving food/meals, feeding and clean-up Accompanying client to scheduled appointments Transporting clients or running errands for clients
Healthcare Call Center Associate
Conduent Call Center(WFH)
Remote, GA
09.2017 - 08.2019
- Answer high-volume inbound customer calls for Large Pharmaceutical Company Patient Assistance Program.
- Make outbound calls to Patients/Health Care Provides as required to address questions/inquires and completion of required program application/documentation.
- Utilize program training and resources to address/answer patient/HCP program related questions/issues
- Complete required application and/or reorder documentation as required
- Communicate effectively and professionally with patients, teammates, healthcare professionals, and patients at all time
- Consistently meet and attain required Agent Performance Goals/KPIs
- Adherence to Work Schedule and Attendance Policies
- Perform other duties as required
Asst. Secretary and Coordinator
Zion City Community Development
Americus, GA
01.2014 - 03.2015
- Secretarial work (booking, typing and formatting letters) Flyer & Program Designs Computer & Administration: Microsoft Office (Word, Excel, PowerPoint, Outlook), Internet Research Customer Service
- Provided administrative support to the Secretary, including managing calendars and scheduling meetings.
- Managed data entry tasks for the office and maintained accurate records of activities.
- Greeted visitors to the office and ensured that they were taken care of promptly.
Education
Associate Degree - Science Student
Darton State College, Albany, GA
Albany, GA05.2014
Skills
- Customer Service
- Paperwork Processing
- Appointment Scheduling
- Data Entry
- Typing Proficiency
- Credit Card Payment Processing
- Multi-Task Management
- Adaptive Team Player
- Conflict Resolution
- Administrative Support
- Leadership Skills
- Able to organize and prioritize work
- Great social skills
- Office Equipment Proficiency
- Customer Relationship Management (CRM)
- Information Security
- Inbound and Outbound Calling
- Documentation
- Verbal and Written Communication
- First Aid and CPR
- Data Collection
- Mobility Assistance
- Meal Preparation
- Medical Records Management
- Patient Companionship
- Microsoft Office Expertise
- Call Management
- Behavioral Management
Timeline
Caregiver
Rhoda’s care
03.2021 - 11.2023
DIRECT SUPPORT STAFF
The ARC OF SOUTHWEST GA
03.2021 - 10.2022
Call Center Customer Service Specialist
Teleperformance
01.2020 - 11.2021
Healthcare Call Center Associate
Conduent Call Center(WFH)
09.2017 - 08.2019
Direct support professional
RESCARE Albany, GA
03.2015 - 09.2020
Asst. Secretary and Coordinator
Zion City Community Development
01.2014 - 03.2015
Associate Degree - Science Student
Darton State College, Albany, GA