Mikela Dietrich
Middlebury (village),VT
Summary
Professional with strong background in customer care, ready to excel in delivering exceptional service. Proven ability to resolve issues, enhance customer satisfaction, and adapt to changing needs. Valued for collaborative approach, reliability, and focus on achieving outstanding results. Skilled in communication, problem-solving, and building lasting customer relationships.
Overview
15
15
years of professional experience
Work History
Senior Customer Care Representative
Casella Waste Systems Inc
09.2024 - Current
- Resolved complex customer inquiries, enhancing overall satisfaction and loyalty.
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Managed escalated complaints, ensuring swift resolution and maintaining client relationships.
- Developed and implemented process improvements, reducing response times significantly.
- Collaborated with cross-functional teams to address service issues and optimize customer experiences.
Egg Donor Education and Marketing Specialist
Egg Donor and Surrogate Solutions
05.2022 - 06.2024
- Maintained a comprehensive database of leads for targeted marketing efforts.
- Generated engaging content for social media platforms, websites, and email campaigns.
- Analyzed campaign performance data to optimize future initiatives.
- Played a pivotal role in enhancing the database performance of this company by orchestrating several viral campaigns across various social media platforms.
- Through strategic planning and engaging content creation, we've achieved remarkable success with multiple videos surpassing the 1 million views mark.
- These campaigns have not only amplified brand visibility but have also led to a significant influx of prospective Egg Donor applicants, substantially bolstering the company's database.
- Monitored competitor activity to identify new opportunities for growth.
- Dealt professionally with team members and clients to enhance relationships.
- Maintained an overall quality Egg Donor Database as defined by size, integrity, and appeal/desirable candidates of the Egg Donor Database.
- Focused on long term engagement to create consistent availability with currently available donors.
- Connected positively with Egg Donors through One-on-One Interviews, Initial Approval Call, Refresher Calls and Profile Video Interviews.
- Actively engaged with the Matching team to foster connections with donors through the matching process while being diligent to confirm a quality match.
Senior Customer Care Representative and Roll off Sales Specialist
Casella Waste Management
01.2018 - 05.2022
- Engages with customers to assess support needs and provides products and services to fulfill identified customer needs while promoting new or alternative products and services.
- Creates and maintains customer and sales information in CRM and Case Management systems to troubleshoot customer issues, gather customer information, track sales activities, create outreach campaigns, and generate new business opportunities and customer retention activities.
- Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
- Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
- Builds an instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
- Utilizes job specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
- Managed large volume of daily calls while maintaining high customer satisfaction rate.
- Utilized strong listening skills to understand customer concerns and empathize with their situation.
- Handled multiple responsibilities simultaneously and balanced priorities to maintain high levels of customer satisfaction.
- Received and resolved or escalated customer issues and inquiries.
Emergency Department Registration And Admissions Representative
UVM Medical Center
08.2016 - 01.2018
- Retrieve patient medical records for physicians, technicians, or other medical personnel.
- Protect the security of medical records to ensure that confidentiality is maintained.
- Deescalated agitated or violent patients using appropriate crisis intervention techniques.
- Enter data, such as demographic characteristics, and history into computer.
- Communicated effectively with other healthcare professionals to ensure safe patient handoffs during shift changes or transfers to other departments.
- Served as advocate for patients' rights and maintained confidentiality of personal health information.
Home Health Aide
Aris Solutions
12.2014 - 09.2016
- Administer prescribed oral medications, under the written direction of physician or as directed by home care nurse or aide, and ensure patients take their medicine.
- Accompany clients to doctors' offices or on other trips outside the home, providing transportation, assistance and companionship.
- Assisted patients with daily activities, including bathing, dressing, and grooming.
- Check patients' pulse, temperature, and respiration.
- Coordinated care with nursing and clinical staff.
- Recognized emergency situations and managed following procedures.
- Provided companionship and emotional support for patients and their families during difficult times.
Home Health Aide
TLC Nursing Associates, Inc.
01.2013 - 12.2014
- Maintain records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager.
- Check patients' pulse, temperature, and respiration.
- Provide patients with help moving in and out of beds, baths, wheelchairs, or automobiles and with dressing and grooming.
- Care for patients by changing bed linens, washing and ironing laundry, cleaning, or assisting with their personal care.
- Entertain, converse with, or read aloud to patients keep them mentally healthy and alert.
- Administer prescribed oral medications, under the written direction of physician or as directed by home care nurse or aide, and ensure patients take their medicine.
- Accompany clients to doctors' offices or on other trips outside the home, providing transportation, assistance, and companionship.
- Coordinated care with nursing and clinical staff.
- Change dressings.
Caregiver/Personal Care Aide/Nurse Aide
Eastview At Middlebury
08.2012 - 10.2013
- Administer bedside or personal care, such as ambulation or personal hygiene assistance.
- Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor.
- Instruct or advise clients on issues such as household cleanliness, utilities, hygiene, nutrition.
- Participate in case reviews, consulting with the team caring for the client, to evaluate the client's needs and plan for continuing services.
- Used medical software programs to document patient care.
- Delivered empathetic, compassionate and person-centered care to all patients.
Restaurant Server
Rosie's Restaurant
01.2011 - 06.2013
- Listened to guest needs and responded promptly for personalized service.
- Trained new servers in company policies, guest service standards and best practices.
- Memorized menu additions, changes and limited offerings.
- Supported bussers with table-cleaning during high-volume shifts.
- Demonstrated hospitality and customer service while greeting tables.
- Provided exceptional customer service by addressing and resolving guest concerns or complaints.
Education
Licensed Nursing Assistant -
Community College of Vermont
Vermont02-2013
High School Diploma - undefined
Middlebury Union High School
Middlebury, VT01-2012
Skills
- Proficient in working under pressure and quick to learn new skills
- Strong decision-making abilities and efficient time management
- Demonstrates loyalty, discretion, and adept conflict resolution
- Exhibits leadership qualities and fosters teamwork and collaboration
- Highly adaptable with a keen eye for detail and a focus on efficiency
- Skilled in various aspects of digital marketing, including social media management, branding, and communications management
- Capable of conducting market analysis and database management
- Proficient in content creation, marketing automation, and strategic planning
- Experienced in brand development and client relationship management
- Up-selling techniques
- Call center experience
- Exceptional communication
Timeline
Senior Customer Care Representative
Casella Waste Systems Inc
09.2024 - Current
Egg Donor Education and Marketing Specialist
Egg Donor and Surrogate Solutions
05.2022 - 06.2024
Senior Customer Care Representative and Roll off Sales Specialist
Casella Waste Management
01.2018 - 05.2022
Emergency Department Registration And Admissions Representative
UVM Medical Center
08.2016 - 01.2018
Home Health Aide
Aris Solutions
12.2014 - 09.2016
Home Health Aide
TLC Nursing Associates, Inc.
01.2013 - 12.2014
Caregiver/Personal Care Aide/Nurse Aide
Eastview At Middlebury
08.2012 - 10.2013
Restaurant Server
Rosie's Restaurant
01.2011 - 06.2013
High School Diploma - undefined
Middlebury Union High School
Licensed Nursing Assistant -
Community College of Vermont