Summary
Overview
Work History
Skills
Timeline
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Laurie Jaynes

Somerville,MA

Summary

Accomplished Customer Support Specialist with a solid background at Career Platform, focusing on problem-solving and customer relationship management. Proven track record of enhancing customer satisfaction through effective communication and timely issue resolution. Skilled in CRM software, consistently achieving targets and improving support process efficiency.

Overview

14
14
years of professional experience

Work History

Customer Support Specialist Nursing

Youville Hospital
03.2005 - 03.2015
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Contributed toward exceeding monthly targets consistently through diligent work ethic and commitment to results-oriented support strategies.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
  • Assisted in the development of training materials to improve overall team performance in handling customer inquiries.
  • Prevented potential conflicts by proactively identifying opportunities for improvement within the support department''s operations.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.

Registered Nurse

Favorite Nurses
01.2007 - 04.2014
  • Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
  • Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
  • Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
  • Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Clinical Charge Registered Nurse

Youville Hospital
07.2001 - 05.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Skills

  • Problem-solving and complaint handling
  • Customer relationship management
  • CRM software
  • Help desk support
  • Complaint handling
  • Call center experience
  • Appointment scheduling
  • Customer response
  • Multitasking and organization
  • Customer service excellence
  • Empathy and patience
  • Verbal and written communication
  • Issue troubleshooting
  • Attention to detail
  • Email management
  • Interpersonal skills

Timeline

Registered Nurse

Favorite Nurses
01.2007 - 04.2014

Customer Support Specialist Nursing

Youville Hospital
03.2005 - 03.2015

Clinical Charge Registered Nurse

Youville Hospital
07.2001 - 05.2011

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Laurie Jaynes