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
Dunwoody, GA
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
Lithonia, GA
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
Stockbridge, GA
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
Dunwoody, GA
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, NYHigh School Diploma -
Kingston High School
Kingston, NY06.2008
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