Michaela Walker
Dallas
Summary
I am willing to relocate to a new location. Willing to relocate: Anywhere. Authorized to work in the US for any employer
Ambitious Certified Nursing Assistant with extensive experience in patient care within medical settings. Strong observational skills combined with excellent patient evaluation abilities. Proven history of cultivating strong patient rapport to provide quality care and patient education.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships—track record of maintaining high customer satisfaction and fostering loyalty.
Results-driven professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and a proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Certified Nurse Aide (CNA)
Legend Healthcare and Rehabilitation
03.2022 - Current
- Assist patients with activities of daily living (ADLs) such as bathing, dressing, grooming, eating, and toileting.
- Turn or reposition bedridden patients to prevent bedsores.
- Transfer patients from beds to wheelchairs and vice versa.
- Measure and record patients’ vital signs, such as blood pressure, temperature, pulse, and respiration rate.
Remote Customer Service Representative
Tech-forward Solutions, Inc.
01.2019 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Call Center Agent
United Communications Group
05.2016 - 07.2019
- Handled a high volume of inbound calls, addressing customer concerns and providing information on products and services.
- Maintained detailed and accurate records of customer interactions using internal CRM software.
- Met and exceeded performance targets for call handle time and first-call resolution.
- De-escalated difficult customer situations with patience and empathy, resolving 90% of issues without manager intervention.
- Trained and mentored new hires on company policy and best practices for customer engagement.
Remote Customer Service Representative
Tech-forward Solutions, Inc.
08.2016 - 02.2019
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School -
Cooper High School
No Degree - IT Network Security
Purdue University
West Lafayette, IN08-2026
Skills
- Vital signs monitoring
- Basic life support
- Patient care
- Reliable team player
- Medical terminology
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Team development
- Data collection
Certification
- Life & Health Insurance License
- CompTIA Security+
- ServSafe
- Life Insurance License
- CPR Certification
Timeline
Certified Nurse Aide (CNA)
Legend Healthcare and Rehabilitation
03.2022 - Current
Remote Customer Service Representative
Tech-forward Solutions, Inc.
01.2019 - 03.2022
Remote Customer Service Representative
Tech-forward Solutions, Inc.
08.2016 - 02.2019
Call Center Agent
United Communications Group
05.2016 - 07.2019
High School -
Cooper High School
No Degree - IT Network Security
Purdue University
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