Michaela Bruckshaw
Seattle,WA
Summary
Customer Service Representative 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 and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Agent
Public Partnerships
Washington State
10.2020 - Current
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted customers and listened closely to problems described to determine solutions.
- Completes multiple tasks on daily basis ie: emails, audits and Facebook messages
- Escalated issues to proper supervisors when standard processes were not effective
- Developed and maintained strong relationships with customers to foster repeat business
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Advanced Home Health Care Aide
Washingto State DSHS
Yelm, WA
01.2016 - 10.2020
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status
- Supported families through difficult times by offering emotional support and education on important care tasks
Skills
- Client Engagement
- Client Relationships
- Telephone Etiquette
- Articulate Communication
- Inbound and Outbound Calling
- Customer Care
- Status Updates
Timeline
Senior Customer Service Agent
Public Partnerships
10.2020 - Current
Advanced Home Health Care Aide
Washingto State DSHS
01.2016 - 10.2020