Summary
Overview
Work History
Education
Skills
Timeline
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Nyiesha Brooks

Philadelphia,PA

Summary

Polite and professional Call Center Repersentative known for effectively utilizing strong communication and problem-solving abilities to address customer concerns. Demonstrated track record of consistently surpassing productivity and quality goals in fast-paced environments. Adept at building enduring and loyal customer relationships.

Overview

9
9
years of professional experience

Work History

Call Center Representative

Planned Parenthood
11.2021 - 02.2024
  • Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
  • Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
  • Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
  • Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
  • Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
  • Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
  • Streamlined appointment scheduling process, ensuring timely access to care for patients in need.
  • Coordinated care among multiple departments, facilitating seamless patient experiences across various specialties within the practice.
  • Provided prompt feedback to supervisors concerning potential issues or trends affecting overall call center operations or patient satisfaction levels.
  • Contributed to a positive work environment by actively participating in trainings and supporting colleagues when needed.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.

Reproductive Health Center Assistant

Planned Parenthood of Southeastern Pennsylvania
09.2014 - 11.2021
  • 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.
  • Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
  • Contributed to clean and safe clinic environment by adhering to sanitation protocols.
  • Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.

Education

Diploma in Medical Assistance -

Sanford Brown Institute
Trevose, PA
01.2009

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service

Timeline

Call Center Representative

Planned Parenthood
11.2021 - 02.2024

Reproductive Health Center Assistant

Planned Parenthood of Southeastern Pennsylvania
09.2014 - 11.2021

Diploma in Medical Assistance -

Sanford Brown Institute

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Nyiesha Brooks