Summary
Overview
Work History
Education
Skills
Timeline
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Malaysha Kelly

Whitehall,Pennsylvania

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Intely Care
07.2021 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

CNA

IntelyCare
07.2021 - Current
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.

Recruiter/Call Agent

ARMStaffing
02.2022 - 09.2023
  • Increased candidate placements by developing and maintaining relationships with clients and candidates.
  • Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
  • Improved employee retention rates through thorough candidate screening and interview techniques.
  • Streamlined communication between candidates and hiring managers, leading to higher satisfaction on both sides.
  • Enhanced customer/candidates satisfaction by promptly addressing concerns and providing accurate information.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

Technical Partner

Lehigh Valley Hospital
08.2017 - 06.2022
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Assisted patients with daily living activities, promoting independence and dignity.

Medical Assistant/Receptionist

St Luke's Health Network
12.2020 - 07.2021
  • Enhanced patient experience by managing front desk operations and providing exceptional customer service.
  • Streamlined appointment scheduling for increased efficiency and reduced patient wait times.
  • Contributed to a welcoming atmosphere, greeting patients upon arrival and addressing their needs promptly.
  • Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.

Administrative Assistant

Lehigh Valley Hospital
08.2017 - 06.2020
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

CNA

Holy Family Manor
11.2014 - 07.2017
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.

Education

Bachelor of Arts - Biblical Studies

Spirit Temple Bible College
Bethlehem, PA
06.2022

Skills

  • Customer Assistance
  • Critical Thinking
  • Computer Software and Application Knowledge
  • Marketing
  • Administrative writing
  • Compassionate Communication
  • Maintaining Confidentiality
  • Troubleshooting
  • Data Entry
  • Professionalism
  • Multitasking
  • Scheduling and Planning

Timeline

Recruiter/Call Agent

ARMStaffing
02.2022 - 09.2023

Customer Service Representative

Intely Care
07.2021 - Current

CNA

IntelyCare
07.2021 - Current

Medical Assistant/Receptionist

St Luke's Health Network
12.2020 - 07.2021

Technical Partner

Lehigh Valley Hospital
08.2017 - 06.2022

Administrative Assistant

Lehigh Valley Hospital
08.2017 - 06.2020

CNA

Holy Family Manor
11.2014 - 07.2017

Bachelor of Arts - Biblical Studies

Spirit Temple Bible College

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Malaysha Kelly