Summary
Work History
Education
Skills
Timeline
Generic

Madena Castleberry

Panama City,FL

Summary

Dynamic customer service professional with extensive experience at Maximus Federal Services, adept at resolving conflicts and enhancing customer satisfaction through active listening and critical thinking. Proven ability to build strong relationships and efficiently handle escalated calls, contributing to increased loyalty and repeat business. Proficient in data entry and complaint handling.

Work History

Customer Service Representative

Maximus Federal Services
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Participated in training programs to enhance product knowledge and customer service skills.

Front Desk Receptionist

Bingo Paradise
2014 - 2016
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Completed all tasks in compliance with company policies and procedures.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
  • Enhanced guest experience by maintaining welcoming and organized reception area.
  • Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
  • Facilitated smooth communication between departments by accurately relaying messages and information.
  • Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Organized and maintained files and records to ensure up-to-date documentation.
  • Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
  • Provided basic technical support for front office equipment, minimizing downtime.
  • Greeted visitors warmly, creating positive first impression of organization.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Collected Type payments, processed transactions and updated relevant records.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.

Certified Nursing Assistant

Seabreeze Healthcare
2008 - 2016
  • Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
  • Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards
  • Adhered strictly to infection control policies while performing tasks such as administering medications or changing dressings.
  • Monitored vital signs for early detection of medical issues, ensuring timely intervention and treatment.
  • Facilitated smooth transitions for patients from hospital to home care, ensuring continuity of care.
  • Assisted in rehabilitation of patients, facilitating quicker recovery with exercise and mobility support.

Certified Nursing Assistant

Veterans Affairs Medical Center
2004 - 2008
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
  • Built rapport with patients and families, providing emotional support during difficult times.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.

Correctional Officer

Bay Correctional Facility
2000 - 2002
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Conducted routine and emergency head counts.
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
  • Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
  • Tracked inmates through head counts, visitor logs, and scheduled activities.
  • Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
  • Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
  • Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.

Education

Certified Correctional Officer - Criminal Justice

Gulf Coast State College
Panama City, FL
03.1999

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Relationship building
  • Call center experience
  • Customer relations
  • Problem resolution
  • Complaint handling
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Call center operations
  • Professional telephone demeanor
  • Microsoft outlook
  • Call management
  • Paperwork processing
  • Documentation

Timeline

Customer Service Representative

Maximus Federal Services

Front Desk Receptionist

Bingo Paradise
2014 - 2016

Certified Nursing Assistant

Seabreeze Healthcare
2008 - 2016

Certified Nursing Assistant

Veterans Affairs Medical Center
2004 - 2008

Correctional Officer

Bay Correctional Facility
2000 - 2002

Certified Correctional Officer - Criminal Justice

Gulf Coast State College

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