Michena Apollon
Douglasville,GA
Summary
Detail-oriented professional with extensive experience in patient care and customer service. Skilled in problem-solving and conflict resolution, with a proven ability to enhance service delivery and patient satisfaction through attentive communication and support.
Overview
8
8
years of professional experience
Work History
Clinical Care Associate/Medical Unit Secretary
Northside Hospital Atlanta
Atlanta, Georgia
02.2019 - Current
- Assisted patients with daily living activities and personal care needs.
- Monitored patient vital signs and reported changes to nursing staff.
- Maintained a clean and safe environment for patients and staff.
- Documented patient interactions and care provided in electronic records.
- Implemented infection control protocols to ensure patient safety standards.
- Provided emotional support to patients, fostering a compassionate atmosphere.
- Assisted with toileting needs including changing briefs and diapers as necessary.
- Assisted in the development of individualized care plans for each resident based on their needs.
- Assisted in transferring residents from bed to wheelchair or other mobility devices.
- Monitored vital signs and documented changes in resident's condition and reported any issues to nursing staff.
- Utilized proper body mechanics when lifting, turning, positioning or transferring patients.
- Performed light housekeeping tasks such as cleaning up spills or making beds after discharge or death of a patient.
- Reported any observed changes in behavior or physical condition immediately to the nurse supervisor.
- Answered call bells promptly to ensure timely response to resident needs.
- Supported bathing, dressing and personal care needs.
Customer Service Representative
liveops
Arizona City, Arizona
01.2018 - Current
- Provided exceptional support to customers through multiple communication channels.
- Resolved customer inquiries efficiently and effectively in a fast-paced environment.
- Documented customer interactions and maintained accurate records in the system.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Utilized CRM software to track customer issues and follow up promptly.
- Handled escalated issues with professionalism and empathy to ensure resolution.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Credit Repair Specialist
creditfix
03.2019 - 08.2020
- Evaluated client credit reports for inaccuracies and disputes.
- Guided clients through the credit repair process and strategies.
- Collaborated with financial institutions to address client issues.
- Educated clients on credit scores and financial health improvement.
- Developed personalized credit repair plans for diverse client needs.
- Maintained updated knowledge of credit laws and regulations.
- Assisted clients in understanding their rights under the Fair Credit Reporting Act.
- Communicated regularly with clients to provide status updates and support.
- Analyzed customer's credit reports and identified discrepancies, errors, and potential areas of improvement.
- Processed payments from clients as well as any refunds due when services were completed satisfactorily.
- Identified valuable solutions for customers with credit problems.
- Collected debt information about clients by contacting banks, credit services and credit bureaus to determine meeting financial obligations.
- Maintained detailed records of all interactions with clients, including notes about conversations, agreements reached.
- Provided excellent customer service at all times; responded promptly and professionally to inquiries from both existing and potential customers.
- Negotiated with creditors to remove negative items from client's credit report.
- Developed credit repair strategies to improve customer's credit scores and financial standing.
- Monitored progress of disputes with creditors and updated customers regularly regarding results.
- Generated monthly progress reports for each client outlining improvements made over time.
- Provided guidance and advice to clients on how to maintain good credit scores in the future.
Education
CNA Certificate
Atlanta Technical College
Atlanta, GA01-2019
High School Diploma -
Mcnair High School
GASkills
- Patient care and individualized planning
- Vital sign monitoring
- Electronic documentation and data entry
- Infection control protocols
- Customer relationship management
- Effective communication and active listening
- Problem solving and conflict resolution
- Medical terminology
Timeline
Credit Repair Specialist
creditfix
03.2019 - 08.2020
Clinical Care Associate/Medical Unit Secretary
Northside Hospital Atlanta
02.2019 - Current
Customer Service Representative
liveops
01.2018 - Current
CNA Certificate
Atlanta Technical College
High School Diploma -
Mcnair High School