Lorraine Wilson
Minneapolis,MN
Summary
Detail-oriented customer service professional with 25 years of experience in customer-facing roles, including cashiers, customer service representatives, and sales associates. Proven track record of providing exceptional customer service, resolving issues promptly, and exceeding sales targets. Possess a strong understanding of customer needs and preferences, with a focus on delivering personalized service. Proficient in Microsoft Office and Excel, with experience in inventory management and production processes. Skilled in teamwork, with a background in supervising and leading teams. Committed to continuous learning and professional development, with certifications in social work and a high school diploma in computers and entry-level business.
Willing to relocate to: Minneapolis, MN
Overview
2
2
Languages
1
1
Certification
43
43
years of professional experience
Work History
Team Member
Peopleready
05.2019 - 04.2023
- Collaborated with team members to meet project goals and deliver quality results on time
- Coordinated tasks with team leader to streamline workflow and ensure timely project completion
- Collaborated cross-functionally with other teams to ensure seamless integration of efforts for successful project execution
- Facilitated open communication among team members to promote a positive work environment
- Maintained open lines of communication with team members to foster a positive work environment
- Assisted in training new team members on company policies, procedures, and best practices
- Supervised 10 co-workers.
Team Member
Sanford Medical Center
04.2021 - 05.2022
- Collaborated with team members to achieve project goals and deliver high-quality results
- Maintained open lines of communication with team members to foster a positive work environment
- Supported team leader in coordinating tasks, ensuring efficient workflow and timely completion of projects
- Learned all required tasks quickly to maximize performance.
- Maintained cleanliness and organization in work areas to support team productivity.
- Fulfilled scheduled shifts and provided coverage during peak times and coworker absences.
- Supported team objectives by efficiently and accurately completing assigned tasks.
Associate
Walmart
04.2020 - 12.2021
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Worked flexible schedule and extra shifts to meet business needs.
Client Advocate
Catholic Charities
01.2019 - 12.2021
- In My Role as A client advocate, my goal was to consistently focus on enhancing the well-being of my clients through various support activities
- I am well-versed in providing assistance that helps clients navigate their daily routines while ensuring their comfort and safety
- In my Role At Catholic Charities, I helped various clients daily by understanding and responding to their needs
- This involved engaging with them meaningfully, assisting with daily tasks, and ensuring they felt valued, heard, and safe
- I have completed CPR training and can respond effectively in emergencies
- This knowledge allows me to act swiftly to provide care and support, ensuring the safety of my client
- I am experienced in medication administration, following protocols closely to ensure clients receive their medications accurately and on time
- I understand the importance of medication management in maintaining their health and well-being
- Maintaining detailed logs of clients' day-to-day activities is crucial-it is my responsibility
- I diligently record any changes in behavior, health status, and interactions to provide a comprehensive overview that ensures continuity of care
- By integrating these skills and experiences, I strive to create a safe, nurturing environment for my clients and ensure they receive the highest standard of care
- Also daily Individually Develop strong relationships with clients, earning their trust and loyalty through effective communication and problem-solving skills
- Collaborated with cross-functional teams to resolve client issues, coordinating efforts to deliver prompt solutions
- Assisted in the onboarding process of new clients, guiding them through implementation steps and answering any questions they may have had
- Resolved, and escalated client complaints promptly while maintaining professionalism and composure
Chemical Dependency Counselor
Transformations Care Network
04.2015 - 12.2018
- Complete and maintain accurate records or reports regarding the patients' histories and progress, services provided, or other required information.
- Attend training sessions to increase knowledge and skills.
- Provided direct care and support to individuals with chemical dependency, ensuring their safety and well-being
- Assisted in the implementation of treatment plans developed by licensed professionals, following established protocols
- Monitored clients' progress and behavior, documenting observations accurately and timely
- Administered medications as prescribed by medical staff, adhering to proper dosage and administration guidelines
- Collaborated with interdisciplinary team members to develop individualized treatment goals for each client
- Maintained confidentiality of client information in accordance with HIPAA regulations at all times
- Participated in ongoing training programs to enhance knowledge of addiction recovery strategies and therapeutic interventions
- Supported clients in developing coping skills and relapse prevention strategies through individual counseling sessions
- Performed urine drug screens on clients as required, maintaining accurate records of results
- Collaborated with external agencies such as probation officers or social workers to coordinate services for clients
- Maintained inventory of supplies needed for daily operations, restocking as necessary
- Demonstrated empathy towards individuals struggling with addiction while maintaining professional boundaries
- Participated in case conferences and team meetings to discuss client progress and treatment strategies
- Provided crisis intervention support during detoxification process, ensuring clients' safety and comfort
Team Member
MARKETING SOURCE INC
08.2012 - 12.2014
- Confer with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Solicit sales of new or additional services or products.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
Customer Service Representative
Pendleton BROS.AUTO DETAILING & REPAIR CO
03.2009 - 08.2012
- Answered calls, providing accurate information, taking messages, and transferring calls as needed.
- Created and maintained databases to ensure data integrity and accessibility.
- Scheduled and confirmed appointments, enhancing workflow efficiency.
- Delivered exceptional customer service for order placements and account inquiries.
- Greeted visitors warmly, ensuring a positive impression of the company.
- Managed a high volume of calls, routing them to appropriate departments efficiently.
- Maintained organized calendars for multiple executives, optimizing time management.
- Oversaw the front desk area, ensuring smooth visitor sign-in and security protocols.
- Responded promptly to inquiries from clients and employees with accurate information.
- Handled sensitive documents confidentially, adhering to privacy policies.
- Provided administrative support, including filing and preparing correspondence.
- Resolved customer complaints professionally, enhancing satisfaction and loyalty.
- Created reports on visitor traffic and call volume to inform operations.
- Resolved escalated calls effectively, benefiting both customers and the company.Answered telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Create, maintain, and enter information into databases
- Schedule and confirm appointments for clients, customers, or supervisors
- Provide services to customers, such as order placement or account information
- Greeted and welcomed visitors, providing a positive first impression of the company
- Managed a high volume of incoming calls, efficiently routing them to the appropriate depaexecutives, ensuring optimal time management
- Maintainin process and distributing badges
- Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
- Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies
- Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence
- Resolved customer complaints or issues promptly and professionally to maintain customer satisfaction
- Created detailed reports on daily activities such as visitor traffic.
- Handled escalated calls efficiently, finding satisfactory resolutions for
Crew Team Member
MIGHTY TIDY CO
02.2005 - 01.2009
- Conduct quality inspections on all products and components. Efficiently package finished products for shipment.
- Rotate through key tasks to enhance efficiency.
- Prepare clear production reports for management.
- Maintain and optimize production equipment.- Execute thorough quality inspections on all products and components to ensure the highest standards.
- Skillfully package finished products and prepare them for efficient shipment.
- Actively rotate through all essential tasks within the production process to enhance versatility and efficiency.
- Prepare comprehensive production reports that communicate team performance and achievements to management.
- Maintain and optimize production equipment and machinery to ensure peak operational performance. Perform quality checks on products and parts.
- Package finished products and prepare them for shipment.
- Rotate through all the tasks required in a particular production process.
- Complete production reports to communicate team production level to management
- Maintain production equipment and machinery. Perform thorough quality inspections on all products and components
- Skillfully package finished products and prepare them for efficient shipment.
- Actively rotate through all essential tasks within the production process to enhance versatility and efficiency.
- Prepare comprehensive production reports that communicate team performance and achievements to management.
- Maintain and optimize production equipment and machinery to ensure peak operational performance.
Assistant Store Manager
J&J CLOTHING CO
08.2003 - 08.2005
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Assign employees to specific duties
- Examine merchandize to ensure that it is correctly priced and displayed and that it functions as advertised
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandize
- Plan and prepare work schedules and keep records of employees' work schedules and time cards
- Review inventory and sales records to prepare reports for management and budget departments.
- Examine products purchased for resale or received for storage to assess the condition of each product or item.
- Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
- Keep records of purchases, sales, and requisitions.
Assistant Manager
J&J CLOTHING CO
08.2003 - 08.2005
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Assign employees to specific duties.
- Examine merchandize to ensure that it is correctly priced and displayed and that it functions as advertised.
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandize.
- Plan and prepare work schedules and keep records of employees' work schedules and time cards.
- Review inventory and sales records to prepare reports for management and budget departments.
- Examine products purchased for resale or received for storage to assess the condition of each product or item.
- Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
- Keep records of purchases, sales, and requisitions.
Patient Care Attendant
ALL TEMPS HOME Healthcare INC
01.2000 - 06.2003
- Maintain records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager.
- Check patients' pulse, temperature, and respiration.
- Provide patients with help moving in and out of beds, baths, wheelchairs, or automobiles and with dressing and grooming.
- Care for patients by changing bed linens, washing and ironing laundry, cleaning, or assisting with their personal care.
- Entertain, converse with, or read aloud to patients to keep them mentally healthy and alert.
- Administer prescribed oral medications, under the written direction of physician or as directed by home care nurse or aide, and ensure patients take their medicine.
- Accompany clients to doctors' offices or on other trips outside the home, providing transportation, assistance, and companionship.
- Plan, purchase, prepare, or serve meals to patients or other family members, according to prescribed diets.
- Provide patients and families with emotional support and instruction in areas such as caring for infants, preparing healthy meals, living independently, or adapting to disability or illness.
- Direct patients in simple prescribed exercises or in the use of braces or artificial limbs.
- Perform a variety of duties as requested by client, such as obtaining household supplies or running errands.
- Care for children who are disabled or who have sick or disabled parents.
- Massage patients or apply preparations or treatments, such as liniment, alcohol rubs, or heat- lamp stimulation.
- Change dressings.
Housekeeping Aide
REGENT HOTEL
08.1998 - 12.1999
- Carry linens, towels, toilet items, and cleaning supplies, using wheeled carts
- Clean rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms, and other work areas
- Empty wastebaskets, empty and clean ashtrays, and transport other trash and waste to disposal areas
- Replenish supplies, such as drinking glasses, linens, writing supplies, and bathroom items
- Keep storage areas and carts well-stocked, clean, and tidy
- Wash windows, walls, ceilings, and woodwork, waxing and polishing as necessary
- Disinfect equipment and supplies, using germicides or steam- operated sterilizers
- Observe precautions required to protect hotel and guest property and report damage, theft, and found articles to supervisors
- Replace light bulbs
- Maintained cleanliness and tidiness of guest rooms, ensuring a comfortable and welcoming environment
- Stocked and replenished supplies
- Reduced turnaround time for room preparation
Housekeeping Aide
SHERATON HOTEL
05.1992 - 06.1998
- Carry linens, towels, toilet items, and cleaning supplies, using wheeled carts
- Clean rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms, and other work areas so that health standards are met
- Empty wastebaskets, empty and clean ashtrays, and transport other trash and waste to disposal areas
- Replenish supplies, such as drinking glasses, linens, writing supplies, and bathroom items
- Keep storage areas and carts well-stocked, clean, and tidy
- Dust and polish furniture and equipment
- Sweep, scrub, wax, or polish floors, using brooms, mops, or powered scrubbing and waxing machines
- Clean rugs, carpets, upholstered furniture, and draperies, using vacuum cleaners and shampooers
- Wash windows, walls, ceilings, and woodwork, waxing and polishing as necessary
- Disinfect equipment and supplies, using germicides or steam- operated sterilizers
- Observe precautions required to protect hotel and guest property and report damage, theft, and found articles to supervisors
- Polish silver accessories and metalwork, such as fixtures and fittings
- Move and arrange furniture and turn mattresses
Maintenance Technician
CHICAGO HOUSING AUTHORITY
06.1980 - 03.1992
- Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner.
- Inspect work performed to ensure that it meets specifications and established standards.
- Perform or assist with cleaning duties as necessary.
- Check and maintain equipment to ensure that it is in working order.
- Inventory stock to ensure that supplies and equipment are available in adequate amounts.
- Supervise in-house services such as laundries, maintenance and repair, dry cleaning, or valet services.
- Perform grounds maintenance tasks, such as removing snow and mowing the.
Education
Healthcare
Westwood College-Chicago Loop
Chicago, ILComputers. & Entry Level business
Urban league career training program
Minneapolis, MNundefined
Loop School
Chicago, ILHigh School Diploma - undefined
Thornton Fractional North High School
Calumet City, ILSome college
certificate in social work
Phoenix College
Phoenix, AZSkills
- Restaurant experience
- Computer operation
- Companionship support
- Crisis intervention
- Medication administration
- Middle school experience
- Patient observation
- Long-term care facility experience
- Patient engagement
- Inventory management
- Merchandising display arrangement
- Janitorial experience
- Dementia care
- Retail service procedures
- Negotiation
- English
- Vital signs
- Call center
- Blood pressure monitors
- Customer service
- Payment card processing
- Property management
- Fashion styling
- Memory care
- Cash handling
- Hospice experience
- Developmental disability care assistance
- Customer communication
- Quality data entry
- Economic Order Quantity
- Productivity software
- HIPAA
- Caregiver experience
- OSHA
- Providing care for clients - Clients cared for monthly (4-6 people)
- Order management system
- Toileting assistance
- Working with people with autism
- Assisting with ADLs
- Serving
- Quality standards in production
- Special education
- HIPAA compliance management
- Attention to detail
- EHR systems
- Alternative dispute resolution
- Customer inquiries
- Retail safety procedures
- Group home experience
- Adult care assistance
- Food Service
- Clover
- Stocking
- Document review
- Square (POS)
- Color management
- Outdoor work experience
- Emotional support for ADL
- Foreign currency payment processing
- Workday
- Supermarket experience
- Social work
- Occupational health
- Specialty store experience
- Grocery store
- Visual merchandising
- Nursing home experience
- Curriculum Development
- Long term care
- Safe environment creation
- Communication skills
- Retail sales experience
- Behavior management
- Microsoft Office
- Database management
- Crisis management
- Office experience
- Sales
- Patient transfers
- Assisted living
- Home health
- Acute care
- Meal preparation
- Guest relations
- Preschool experience
- Document management
- Sales assistance
- Landlord-tenant law
- Google Workspace
- Dressing assistance
- Maintaining patient confidentiality
- Relationship management
- Store closing procedures
- Home & community care experience
- Bathing assistance
- Geriatrics
- POS systems
- Home health agency experience
- Pulse oximeters
- Retail inventory assessment procedures
- Record keeping
- Online retail experience
- React
- Department store experience
- Resident's rights
- Hoyer lift
- Returns processing
- Gift wrapping
- Retail store product knowledge
- Retail shipping operations
- Manual handling
- Depositing cash
- Analysis skills
- Promoting products
- Typing
- Loss prevention
- Greeting customers
- Telemarketing
- Documentation review
- Spanish
- Computer skills
- Word processing
- Anatomy knowledge
- Hospital experience
- Clinical thermometers
- Applied behavior analysis
- Microsoft Word
- Production Management
- Product placement
- Infection control
- Senior care
- CPR
- Glucometers
- Tax experience
- Task prioritization
- Automotive diagnostics
- Cash register operations
- Writing skills
- Detecting counterfeit currency
- Intake
- Payment reconciliation
- PCA
- Adobe Acrobat
- Mobile devices
- Heavy lifting
- Microsoft Excel
- Safety standards in production
- Client rapport building
- Internal employee customer service
- Retail compliance procedures
- Substance use experience
- Personal grooming assistance
- Care plans
- 10 key typing
- Classroom management
- Warehouse experience
- Immigration law
- Cash register
- Phone etiquette
- Cooking
- Nutrition
- Windows
- Microsoft Outlook
- Guest services
- Substance abuse
- Following instructions
- Child welfare
- Experience with individuals with mental health conditions
- Patient observation
- Supervising experience
- Time management
- Fair Housing regulations
- Making change
- Nursing
- Teamwork and collaboration
- Balancing cash drawers
- Personal care assistance
- Special order processing
- Upselling
- Retail price checking
- Retail security monitoring
- Convenience store experience
- Customer complaint resolution
- Store opening procedures
- Payment verification
- MPLS
- Geriatric experience
- Product demos
- Appeals
- Legal administrative experience
- Moving
- Harm reduction
- Classroom experience
- Refund processing
- Big box store experience
- Order picking
- Data entry
- School experience
- Lightspeed POS
- Food handling
- Epic
- Conflict management
- Providing product information
- Flexibility
- Employment & labor law
- Mobility assistance
- Patient hygiene assistance
- Customer relationship building
- Phone communication
- Experience working with students
- Medicare
- Pediatrics
- Cash handling
- Meal assistance
- Family law
- Commercial cleaning
- Oral hygiene
- Direct support
- Weight handling in the workplace
- POS
- Community center experience
- Community health care assistance
- Residential care home experience
- Driving
- Managing retail teams - Largest retail team managed (11-15 team members)
- Customer service
- ADLs
- Medical terminology
- FIFO
- Organizational skills
- First aid
- Basic life support
Certification
- Caregiver Certification
- Certified Home Health Aide
- CPR Certification
- Personal Care Aide (PCA)
- First Aid Certification
- AED Certification
Languages
English
Spanish
Personal Information
- Title: Customer Service Rep/
- Work Permit: Authorized to work in the US for any employer
Custom
- Skills
- Customer and Personal Service Speaking
- Active Listening Social Perceptiveness
- Writing Critical Thinking
Timeline
Team Member
Sanford Medical Center
04.2021 - 05.2022
Associate
Walmart
04.2020 - 12.2021
Team Member
Peopleready
05.2019 - 04.2023
Client Advocate
Catholic Charities
01.2019 - 12.2021
Chemical Dependency Counselor
Transformations Care Network
04.2015 - 12.2018
Team Member
MARKETING SOURCE INC
08.2012 - 12.2014
Customer Service Representative
Pendleton BROS.AUTO DETAILING & REPAIR CO
03.2009 - 08.2012
Crew Team Member
MIGHTY TIDY CO
02.2005 - 01.2009
Assistant Store Manager
J&J CLOTHING CO
08.2003 - 08.2005
Assistant Manager
J&J CLOTHING CO
08.2003 - 08.2005
Patient Care Attendant
ALL TEMPS HOME Healthcare INC
01.2000 - 06.2003
Housekeeping Aide
REGENT HOTEL
08.1998 - 12.1999
Housekeeping Aide
SHERATON HOTEL
05.1992 - 06.1998
Maintenance Technician
CHICAGO HOUSING AUTHORITY
06.1980 - 03.1992
certificate in social work
Phoenix College
Some college
High School Diploma - undefined
Thornton Fractional North High School
undefined
Loop School
Computers. & Entry Level business
Urban league career training program
Healthcare
Westwood College-Chicago Loop