Rashidah Brown

• Coached staff on strategies to enhance performance and improve customer relations.
• Identified trends in customer requests and developed solutions to address them proactively.
• Assisted in resolving escalated customer complaints or issues in a timely manner.
• Implemented reward and recognition programs to motivate team members.
• Supported associates career development by discussing potential for growth within company.
• Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
• Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
• Responded to customer inquiries and delivered appropriate information after carefully researching issues.
• Set attainable daily, weekly and monthly goals and game plans.
• Acted as a liaison between customers and internal teams such as IT support or product development.
• Implemented company processes to effectively resolve customer service issues.
• Resolved escalated customer issues with professionalism and patience.

Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem

resolution.

• Resolves problems and communicates solutions or requested information to the customer.

• Utilizes critical thinking skills and asks probing questions to identify customer needs and support their

healthcare and benefit journey.

• Exhibits active listening and empathetic behavior when interacting and assessing the caller’s needs.

• For behavioral health service calls, follows documented process when engaging urgent/crisis situations

and assisting business partners

• Analyzes a customer's service needs and coordinates with other service or technical departments to

develop and deliver an appropriate solution for each customer.

• Develops and maintains a deep understanding of the organization and services offered to resolve

more complex inquiries.

• Uses a customer relationship application or database to record activities and research product Information.

• Led individual and group therapy supporting prescribed procedures.
• Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
• Recorded patients' health metrics using thermometers or blood pressure gauges.
• Supervised visitors entering the facility according to established security protocols.
• Utilized de-escalation techniques to manage and prevent patient crises effectively.
• Established trusting relationships with clients by demonstrating empathy and understanding towards them.
• Conducted one-on-one sessions with patients to provide emotional support and crisis intervention.
• Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.