Marlana Idom

• Helped customers get a loaner if their car was being worked on an extended period of time.
• Facilitated communication between clients, service providers, and internal teams.
• Maintained accurate records of services provided for each client.
• Conducted client assessments to identify service requirements and appropriate resources.
• Followed up with technicians and managers to receive and communicate status updates.
• Managed scheduling of appointments and service calls to meet client needs.

• Used approved scripts to de-escalate angry customers during telephone interactions.
• Answered customer inquiries and provided accurate information regarding products and services.
• Provided exceptional customer service to ensure customer satisfaction.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Surpassed sales goals through implementation of successful marketing strategies.

• Gathered information to produce accounts payable reports for review.
• Processed invoice payments and recorded information in account database.
• Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
• Generated and distributed month-end statements for customers and resolved related concerns.
• Maintained accurate records of collections, adjustments and denials in the system.

This company was close to closing down and did not have enough work for their employees so I was laid off.

• Maintained accurate records of scheduled appointments, including relevant information such as dates, times, locations, and attendees.
• Provided administrative support for the scheduling team by responding to emails, phone calls, and other inquiries in a timely manner.
• Developed processes to streamline the scheduling process, reducing time spent on manual data entry tasks.
• Prioritized tasks based on importance and urgency.
• Analyzed trends in past schedule performance to identify areas needing improvement.
• Utilized MS Office and Excel to analyze data and create spreadsheets.
• Handled incoming calls and directed callers to appropriate department or employee.
• Sorted and distributed incoming faxes, letters and emails for office distribution.

• Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
• Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
• Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
• Prepared meals according to dietary requirements and assisted with feeding when necessary.
• Administered prescribed medications on a timely basis following care plan instructions.
• Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
• Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
• Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.

• Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
• Developed a system for tracking inventory and ordering supplies as needed.
• Ensured compliance with safety regulations and company policies.
• Managed customer service inquiries and complaints in a timely manner.
• Resolved conflicts between team members in an effective manner.
• Maintained up-to-date knowledge of company products and services.
• Organized training sessions for new hires to familiarize them with the workplace environment.
• Collaborated with management on developing strategic plans for achieving business goals.