Summary
Overview
Work History
Education
Skills
CPR Certified
Timeline
Generic

Marjory Sylva

Atlanta,GA

Summary

Customer Service oriented bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

10
10
years of professional experience

Work History

Home Health Aide

Homeinsteadseniorcareonline
08.2023 - Current
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Help clients with financial budgeting.
  • Reminder of Bills and Medication or Appointments if needed.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Provided mobility assistance such as walking and regular exercising.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Transported clients for medical and personal outings.

Call Center Manager

Rescue Me Mom
02.2022 - 08.2023
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Established and oversaw performance targets for call center associates.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.

Tax

Omni Tax Pro
02.2019 - 08.2023
  • Ensured timely processing of returns through efficient workload management and attention to detail.
  • Communicated with taxpayers in writing and by telephone.
  • Collaborated with team members to enhance overall efficiency and effectiveness within the department.
  • Managed high-volume caseloads, maintaining organization and prioritization to meet tight deadlines.
  • Reduced errors in tax assessments by meticulously reviewing calculations and documentation.
  • Investigated and pursued delinquent accounts.
  • Recommended financial solutions in relation to tax implications.

Key Manager

Taco Mac
01.2015 - 02.2019
  • Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
  • Counted registers and cleaned and secured shop at end of shift.
  • Maintained high levels of employee engagement through open communication channels and creating a supportive work environment.
  • Assisted with scheduling, interviewing, and other administrative tasks to boost success successful store.
  • Facilitated regular performance evaluations for staff members, providing constructive feedback on areas of strength or weakness as well as opportunities for growth.
  • Spearheaded marketing efforts that increased brand awareness among target demographics leading to higher sales figures.
  • Mentored junior staff members, helping them to advance their careers within the company and develop strong professional skills.
  • Enhanced communication between departments, improving collaboration and project outcomes.
  • Evaluated business processes regularly to identify areas for improvement, implementing changes as needed to maintain efficiency and effectiveness.
  • Developed training programs to enhance employee performance and skillsets, boosting overall team efficiency.
  • Directed employees to create displays, upsell featured items and tidy store during assigned shifts.

Education

Psychology

SUNY Empire State College
Saratoga Springs, NY

High School Diploma -

Kingston High School
Kingston, NY
06.2008

Skills

  • Patience
  • Positive Attitude
  • Personal Hygiene Assistance
  • Empathy
  • Active Listening
  • Communication Skills
  • Technical Knowledge
  • Proactive
  • Customer Service Skills
  • Tenacity
  • Adaptability
  • Resourcefulness

CPR Certified

National CPR Foundation

I am certified in the mentioned Course by demonstrating proficiency by successfully passing the Examination in accordance with the Terms and Conditions of National CPR Foundations (NCPRF). Valid 2 years


(Infant, Child, Adult)

ID# 82A5DC88

Certified: CPR/ AED/ Fast-Aid

Date: 8-24-23


Timeline

Home Health Aide

Homeinsteadseniorcareonline
08.2023 - Current

Call Center Manager

Rescue Me Mom
02.2022 - 08.2023

Tax

Omni Tax Pro
02.2019 - 08.2023

Key Manager

Taco Mac
01.2015 - 02.2019

Psychology

SUNY Empire State College

High School Diploma -

Kingston High School

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Marjory Sylva