Linda Johnson
Bessemer Al
Summary
Dynamic Telehealth Nurse with the Department of Veterans Affairs, skilled in complaint resolution and customer service. Enhanced patient experience through compassionate care and efficient issue resolution, achieving high first-call resolution rates. Proficient in CRM software and adept at building rapport, ensuring exceptional service delivery in high-stress environments.
Overview
3
3
years of professional experience
Work History
Telehealth Nurse
Department of Veterans Affairs
12.2022 - Current
- Participated in quality improvement initiatives related to telehealth nursing practice, enhancing service delivery and patient experience.
- Provided emotional support to patients during difficult times, promoting trust between nurse and patient through compassionate virtual interactions.
- Assisted in the development of telehealth protocols and procedures, contributing to the overall success of the program.
- Utilized evidence-based practices when delivering telehealth nursing services, ensuring safe and effective care for all patients.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Navigated multiple software systems simultaneously, allowing for efficient call management and accurate recordkeeping.
- Established long-lasting customer relationships through exceptional service and proactive communication.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Improved overall call center metrics by maintaining low average hold times and high first-call resolution rates.
- Effectively diffused customer complaints, turning potentially negative experiences into opportunities for positive outcomes and continued business relationships.
- Streamlined issue resolution processes, leading to quicker response times for customers in need of assistance.
- Consistently met or exceeded quality assurance standards through attention to detail when documenting call notes or updating account information.
- Delivered prompt service to prioritize customer needs.
Education
Master of Science - Nursing Education
Walden University
Minneapolis, MN02-2019
Skills
- Escalation handling
- Complaint resolution
- Typing speed
- Building rapport
- Live chat support
- CRM software
- Email correspondence
- Call handling
- Language proficiency
- Script adherence
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Answering questions
- Gathering information
- Data entry
- Interpersonal skills
- Customer relationship management
- Quality control
- Documentation and reporting
- Training experience
- Logging call information
- FLUENT IN [LANGUAGE]
- Call center operations
Timeline
Telehealth Nurse
Department of Veterans Affairs
12.2022 - Current
Master of Science - Nursing Education
Walden University
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