Monteka McNeil
DuPont,WA
Summary
Dynamic Customer Support Specialist with a proven track record at ContinuumGlobal, excelling in problem-solving and conflict resolution. Enhanced client satisfaction through effective CRM utilization and empathetic communication, resulting in increased repeat business. Recognized for delivering exceptional service and fostering team collaboration to improve overall support efficiency.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
ContinuumGlobal
Remote
04.2021 - 09.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
Medical Assistant
Robeson Family Practice
Red Springs, NC
02.2019 - 04.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Contributed to clean and safe clinic environment by adhering to sanitation protocols.
Customer Service Representative
Sykes Call Center
Fayetteville, NC
12.2017 - 01.2019
- Successfully resolved disputes by staying professional during challenging circumstances.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Nursing Assistant
VA Nursing Home
Fayetteville, NC
03.2016 - 12.2017
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
- Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Skillfully operated medical equipment, such as glucose monitors and blood pressure cuffs, ensuring accurate data collection for informed decision-making by healthcare providers.
- Documented care actions by completing records and logs in medical software system.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Enhanced patient care by effectively monitoring vital signs and accurately documenting medical information.
- Assisted in the training of new Nursing Assistants, sharing knowledge of best practices to improve overall department performance.
- Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds.
- Proactively identified changes in patient condition or behavior, alerting appropriate healthcare personnel for prompt intervention when necessary.
- Assisted nursing staff with wound care procedures for faster healing and reduced infection rates.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Facilitated efficient patient transfers, reducing risk of injury through proper body mechanics and use of assistive devices.
Education
Medical Coding And Billing - Medical Technology
Kentucky Medical Institute
Remote08.2024
Nursing Assistant - Nursing
Fayetteville Technical Community College
Fayetteville, NC02.2018
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Help desk support
- Conflict resolution
- Call center experience
- Active listening
- Sales support
- Product knowledge
- Payment processing
- Technical troubleshooting
- Referral coordination
- Multitasking and organization
- Team collaboration
- Adaptability and flexibility
- Decision-making
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Stress management
- Microsoft windows and office
- Interpersonal skills
- Highly professional
- Incoming call management
- Device installation
- Software upgrades
- User training
- Technical issues analysis
- Mobile device repair
- Desktop support
- Error detection
- Documentation development
Timeline
Customer Support Specialist
ContinuumGlobal
04.2021 - 09.2023
Medical Assistant
Robeson Family Practice
02.2019 - 04.2021
Customer Service Representative
Sykes Call Center
12.2017 - 01.2019
Nursing Assistant
VA Nursing Home
03.2016 - 12.2017
Medical Coding And Billing - Medical Technology
Kentucky Medical Institute
Nursing Assistant - Nursing
Fayetteville Technical Community College