Mary Webster
Alvarado
Summary
Dynamic professional with over 4 years of experience in customer service and public services, complemented by 8 years in geriatric and medical care. Proven expertise in delivering compassionate support and ensuring high-quality patient experiences. Additionally, 4 years of experience in medical device manufacturing enhances a well-rounded skill set that bridges healthcare and customer-focused environments. Committed to leveraging an extensive background to contribute effectively to team objectives and improve service delivery.
Ambitious Lead Customer Service Manager with proven track record of optimizing customer interactions and team performance.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Manager
EKF Stanbio Laboratories
Boerne, TX
02.2021 - Current
- Led customer service team to enhance satisfaction and resolve complex inquiries.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Mentored junior staff, fostering skills development and promoting a positive work environment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Med Aid /Resident Care Aide
Heritage Place Boerne
Boerne, TX
08.2012 - 02.2021
- Monitored and assessed patient needs to provide tailored support and enhance recovery.
- Coordinated and implemented assistance for patients in performing daily living tasks.
- Assessed patient needs and provided timely medical care and attention in critical situations.
- Executed medication administration protocols, maintaining accurate records and monitoring patient responses.
- Directed team activities and addressed customer inquiries to enhance service quality.
- Managed comprehensive inventory of all medications to ensure availability and compliance.
- Supervised development and implementation of patient care plans, ensuring alignment with regulatory requirements.
- Developed and implemented strategies for junior staff to improve interactions with residents.
- Monitored vital signs and reported changes to healthcare team for timely intervention.
- Assisted residents with daily living activities to enhance quality of life.
- Collaborated with nursing staff to develop individualized care plans based on resident needs.
Education
Associate of Science - Financial Analysis
Moorpark College
Moorpark, CA06-1987
Skills
- Sales support
- CRM software
- Microsoft outlook, word, and Excel
- Customer service
- Call monitoring
- Schedule coordination
- Personnel training and development
- Conflict resolution techniques
Timeline
Lead Customer Service Manager
EKF Stanbio Laboratories
02.2021 - Current
Med Aid /Resident Care Aide
Heritage Place Boerne
08.2012 - 02.2021
Associate of Science - Financial Analysis
Moorpark College