Octavia Caldwell
Jacksonville,FL
Summary
Dynamic customer service professional with extensive call center experience. Adept at complaint handling and problem resolution. Proven track record in utilizing CRM software to enhance customer relations and drive satisfaction. Recognized for critical thinking and maintaining a professional demeanor in high-pressure situations, ensuring effective service delivery. All while being and Owner of my own business.
Overview
11
11
years of professional experience
Work History
CSR
SNI Companies
05.2025 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Learned company policies and procedures to enhance customer service delivery.
- Utilized CRM software to document interactions and track customer feedback.
- Collaborated with team members to streamline communication and improve service efficiency.
- Maintained a positive attitude while handling challenging customer situations effectively.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Phlebotomist
Biolife Plasma Services
01.2024 - 05.2025
- Collected blood samples using proper techniques to ensure patient safety and sample integrity.
- Verified donor eligibility by performing health screenings and reviewing medical histories.
- Maintained accurate records of donations and processed paperwork in compliance with regulatory standards.
- Assisted in training new staff on phlebotomy procedures and safety protocols.
- Collaborated with team members to enhance operational efficiency during peak donation times.
- Addressed donor concerns promptly, fostering a positive donation experience and encouraging repeat participation.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
Case Manager
Cencora
08.2024 - 02.2025
- Coordinated patient care plans, ensuring alignment with individual needs and organizational policies.
- Assisted clients in navigating healthcare systems, enhancing access to necessary services and resources.
- Developed comprehensive case documentation, maintaining accuracy and compliance with regulatory standards.
- Facilitated communication between multidisciplinary teams, promoting collaboration and information sharing.
- Trained new staff on case management protocols, fostering a knowledgeable team environment.
Owner
Cups and Things LLC
04.2023 - Current
- Developed and implemented operational strategies to enhance customer satisfaction and retention.
- Managed inventory levels, ensuring optimal stock availability and cost control.
- Trained and mentored staff on best practices in customer service and product knowledge.
- Streamlined order fulfillment processes to improve efficiency and reduce turnaround time.
- Analyzed market trends to identify new product opportunities and customer demands.
- Established supplier relationships to secure quality materials at competitive prices.
Phlebotomist
Ascension St. Vincent Hospital
02.2022 - 03.2023
- Collected blood samples using venipuncture and capillary techniques, ensuring patient comfort and safety.
- Maintained accurate records of donor information and sample collections using electronic data management systems.
- Monitored donor reactions during and after procedures, providing immediate care when necessary to ensure safety.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
Sales Associate
Verizon
05.2016 - 03.2017
- Assisted customers with product selection and service inquiries, enhancing overall customer satisfaction.
- Executed daily sales transactions accurately using point-of-sale systems, ensuring efficient checkout processes.
- Maintained knowledge of current promotions and products, providing informed recommendations to customers.
- Collaborated with team members to achieve sales targets and improve store performance through effective communication.
CSR
Nationwide Inbound
07.2015 - 12.2017
- Engaged in training sessions to develop product knowledge and improve support skills.
- Adapted quickly to new technologies, enhancing response times for customer requests.
- Supported promotional campaigns by informing customers of special offers and updates.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
CSR
ATT
03.2014 - 04.2016
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Processed orders and returns accurately, streamlining workflow for increased operational efficiency.
- Collaborated with team members to enhance service delivery and improve customer experience.
- Utilized CRM software to track customer interactions and maintain up-to-date records.
- Trained new team members on customer service protocols and best practices to enhance performance.
- Developed comprehensive knowledge of product offerings to assist customers in making informed decisions.
Education
Certificate - Phlebotomy
Affordable Training
Jacksonville, FL02.2022
High School Diploma -
Thornridge High School
Dolton, IL06-2001
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Critical thinking
- Professional telephone demeanor
- Customer relations
- Scheduling
- Problem resolution
Timeline
CSR
SNI Companies
05.2025 - Current
Case Manager
Cencora
08.2024 - 02.2025
Phlebotomist
Biolife Plasma Services
01.2024 - 05.2025
Owner
Cups and Things LLC
04.2023 - Current
Phlebotomist
Ascension St. Vincent Hospital
02.2022 - 03.2023
Sales Associate
Verizon
05.2016 - 03.2017
CSR
Nationwide Inbound
07.2015 - 12.2017
CSR
ATT
03.2014 - 04.2016
Certificate - Phlebotomy
Affordable Training
High School Diploma -
Thornridge High School
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