Paulina Royal
Jacksonville,FL
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Overview
10
10
years of professional experience
Work History
Certified Nursing Assistant
Fleet Landing
Jacksonville, FL
08.2022 - Current
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
Customer Care Agent
United Healthcare
07.2020 - 12.2023
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
Customer Support Agent
Maximus
08.2018 - 07.2020
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
- Provided personalized assistance for customers, resulting in a higher overall satisfaction rate.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
Call Representative
Teleperformance
02.2014 - 07.2015
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
- Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
- Reduced customer complaints by providing accurate information and empathetic support during difficult situations.
- Increased first-call resolution rates by thoroughly researching customer issues and offering comprehensive solutions.
Education
Diploma -
Monroe Comprehensive High School
Albany, GA05.2014
Skills
- Detail oriented
- Critical Thinking
- Customer Service
- Dependable
- Logic
- Policies
- Problem-solving
- Sales
- Technical support
- Reliable team player
- Compassionate
- Medical terminology knowledge
Timeline
Certified Nursing Assistant
Fleet Landing
08.2022 - Current
Customer Care Agent
United Healthcare
07.2020 - 12.2023
Customer Support Agent
Maximus
08.2018 - 07.2020
Call Representative
Teleperformance
02.2014 - 07.2015
Diploma -
Monroe Comprehensive High School