Patricia Leffingwell
Jacksonville,NC
Summary
With a proven track record at EagleOne, I excel in customer service and multi-channel communication, enhancing customer satisfaction through effective problem-solving and upselling. My experience spans healthcare to hospitality, demonstrating strong computer skills and a knack for quality control. Achieved significant revenue growth and customer retention, underscoring my assertive approach and dedication to excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
EagleOne
03.2023 - Current
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Contacted customers about potential service upgrades, new services and account changes.
- Took special orders in person and over telephone, generating additional revenue every month.
- Strengthened customer retention by offering discount options.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Collected deposits or payments and arranged for billing.
- Updated system with order specifics and customer details, preferences, and billing information.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Answered customer inquiries via phone, email, and chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
CNA - Certified Nursing Assistant
Home health
Jacksonville, NC
12.2015 - Current
- Assisted residents in preparing for activities and social programs.
- Documented patient care services by charting in designated areas.
- Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
- Supported non-ambulatory residents in range of motion exercises.
- Supplied, collected and emptied patient bedpans on frequent basis.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Answered patient call lights promptly and responded to requests appropriately.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
Mental Health Technician
Brynn Marr Hospital
Jacksonville, NC
09.2022 - 03.2023
- Maintained detailed records of patient progress and treatment outcomes.
- Implemented therapeutic techniques such as art therapy, recreational therapy or music therapy.
- Developed basic strategies to promote patient safety, wellness and independence.
- Facilitated group therapy sessions under supervision of a mental health professional.
- Supported patients in developing life skills and independence through targeted interventions.
- Ensured safety of all clients through continuous observation and monitoring during shift hours.
- Developed positive relationships with patients while maintaining professional boundaries.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
Manager
Jesse's Restaurant
Jacksonville, NC
05.2005 - 06.2021
- Conducted performance evaluations, providing feedback and coaching for team development.
- Recruited and trained new employees to meet job requirements.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
Medical Transportation Driver
Friendly medical transport
Jacksonville, NC
04.2018 - 10.2019
- Served as an ambassador for the organization by providing courteous customer service to passengers during trips.
- Adhered to safety protocols and procedures established by the organization at all times.
- Transported patients in wheelchairs using appropriate equipment and techniques.
- Responded promptly to any emergency situations that arose during transportations services provided.
- Checked vehicle fluid levels before and after each shift, topping off coolant, gasoline, and oil.
- Provided safe and timely transportation for patients to medical appointments.
- Assisted passengers with mobility issues into and out of vehicles when necessary.
- Maintained records of patient pick-up, drop-off times and destinations in log book.
- Responded to dispatch calls promptly.
Education
Technical School - CNA 1, CNA 2
Coastal Carolina Community College
Jacksonville, NC05.2022
High school diploma -
Whiteoak High School
Jacksonville, NC01.2007
Some College (No Degree) - Social Work
Coastal Carolina Community College
Jacksonville, NCSkills
- Meal Preparation Expertise
- HIPAA Compliance Knowledge
- Direct Patient Care
- Food Service Management
- Patient Vital Monitoring
- Childcare
- Dementia Support and Assistance
- Customer service
- Multi-Channel Communication
- Strong Computer Skills
- Elderly Care Expertise
- Cleaning
- Quality Control
- Call escalation
- Data entry
- Multi-task management
- Money handling
- Assertiveness
- De-escalation techniques
Certification
- Driver's License
- CPR Certification, 10/01/21 to 08/01/23
- Certified Nursing Assistant (CNA), 10/01/21 to 05/01/22
- CNA 2
- State Tested Nursing Assistant
- AED Certification
- BLS Certification
Personal Information
Work Permit: Authorized to work in the US for any employer
References
References available upon request.
Timeline
Customer Service Representative
EagleOne
03.2023 - Current
Mental Health Technician
Brynn Marr Hospital
09.2022 - 03.2023
Medical Transportation Driver
Friendly medical transport
04.2018 - 10.2019
CNA - Certified Nursing Assistant
Home health
12.2015 - Current
Manager
Jesse's Restaurant
05.2005 - 06.2021
Technical School - CNA 1, CNA 2
Coastal Carolina Community College
High school diploma -
Whiteoak High School
Some College (No Degree) - Social Work
Coastal Carolina Community College
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