Penelope Judd
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Ambassador
Marriott Vacations Worldwide
11.2022 - Current
- Enhance customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Streamline communication channels for increased efficiency and faster response times to customer inquiries.
- Build strong rapport with customers through attentive listening and personalized recommendations tailored to their preferences.
- Contribute to team success by consistently exceeding performance metrics and maintaining high-quality service standards.
- Deescalated tense situations with upset clients, calmly resolving problems while preserving brand reputation.
- Served as a liaison between customers and other departments, streamlining communication for improved problem-solving capabilities.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
Behavioral Health Specialist
Highland Clarksburg Hospital
02.2019 - 11.2022
- Improved patient outcomes by implementing evidence-based behavioral interventions and strategies.
- Conducted assessments for accurate diagnoses, leading to the development of personalized treatment plans.
- Facilitated group therapy sessions, fostering a supportive environment for patients to share experiences and discuss coping strategies.
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Enhanced patient engagement in their treatment plan through active listening and empathetic communication skills.
- Implemented therapeutic activities that promoted skill-building, self-awareness, and healthy coping mechanisms.
- Adhered to strict confidentiality guidelines while managing sensitive patient information, maintaining privacy and trust among clients.
- Utilized creative problem-solving abilities to address complex patient needs and overcome barriers to treatment success, all while maintaining a high level of professionalism and ethical conduct.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
Behavioral Health Technician
Fairmont Regional Hospital
09.2016 - 02.2019
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Enhanced patient engagement in their treatment plan through active listening and empathetic communication skills.
- Implemented therapeutic activities that promoted skill-building, self-awareness, and healthy coping mechanisms.
- Educated families on mental health conditions and available resources, empowering them to better support their loved one''s journey towards wellness.
- Coordinated with external community resources as necessary, ensuring seamless transitions for patients requiring additional support services upon discharge from the facility.
- Mentored new Behavioral Health Technicians joining the team, sharing best practices and helping them acclimate quickly to their new role responsibilities.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Demonstrated proficiency in utilizing electronic health record systems for efficient data entry and retrieval purposes related to clinical documentation requirements within the field of behavioral health.
- Utilized creative problem-solving abilities to address complex patient needs and overcome barriers to treatment success, all while maintaining a high level of professionalism and ethical conduct.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
Oral Surgeon Assistant
Dr. Lattanzi
01.2014 - 09.2016
- Enhanced patient comfort by providing compassionate pre-operative care and preparation.
- Streamlined appointment scheduling through efficient coordination with other dental professionals.
- Reduced patient anxiety by explaining procedures in a clear and reassuring manner.
- Assisted oral surgeons during complex surgical procedures, ensuring optimal outcomes for patients.
- Maintained a sterile operating environment, adhering to strict health and safety protocols.
- Provided exceptional chairside assistance during extractions, implants, and other oral surgeries.
- Supported the oral surgeon in emergency situations, demonstrating quick thinking and effective problem-solving skills under pressure.
- Promoted a positive working atmosphere within the practice through open communication and teamwork with colleagues.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Exposed, developed and mounted dental x-rays.
Small Business Owner
The Earls Court
09.2012 - 01.2014
- Increased revenue by implementing effective marketing strategies and establishing strong customer relationships.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Hired trained, and supervised staff to maintain high levels of productivity and customer satisfaction.
- Developed strategic partnerships with suppliers, negotiating favorable terms to control costs and improve product offerings.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Reduced overhead costs by renegotiating contracts with vendors or suppliers while maintaining product quality standards.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
Flight Attendant
Colgan Air
08.2008 - 09.2012
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Ensured safety and comfort of customers onboard aircraft.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Answered passenger questions and provided solutions to issues arising during flights.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Responded to passenger emergencies to provide first aid.
Education
High School Diploma -
John F Kennedy High School
Wheaton MD05.1982
Skills
- Purchasing and Procurement
- Cash Handling
- Personnel Training and Development
- Customer Relations
- Complaint Resolution
- Problem Solving
- Multitasking
- Complaint Handling
- Telephone Etiquette
- Decision Making
- Time Management
- Attention to Detail
- Positive Attitude
- Effective Communication
- Product Knowledge
- Conflict Resolution
- Appointment Scheduling
- Critical Thinking
- Product Promotion
- Coordination
- Service Upselling
- Product Sales
Timeline
Customer Service Ambassador
Marriott Vacations Worldwide
11.2022 - Current
Behavioral Health Specialist
Highland Clarksburg Hospital
02.2019 - 11.2022
Behavioral Health Technician
Fairmont Regional Hospital
09.2016 - 02.2019
Oral Surgeon Assistant
Dr. Lattanzi
01.2014 - 09.2016
Small Business Owner
The Earls Court
09.2012 - 01.2014
Flight Attendant
Colgan Air
08.2008 - 09.2012
High School Diploma -
John F Kennedy High School
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