Rochelle Burks
DeBary,FL
Summary
Dynamic and empathetic professional with a proven track record at Concentrix in enhancing customer loyalty through exceptional service and active listening. Skilled in problem-solving and critical thinking, adept at handling high-stress situations and resolving conflicts efficiently. Demonstrates a strong ability to improve client well-being and independence, backed by comprehensive call center and scheduling expertise.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Concentrix
Lake Mary, FL
12.2023 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Certified Peer Support Specialist
Hinds Behavioral Health Services
Jackson, MS
05.2018 - 07.2023
- Maintained accurate records of client interactions according to organizational guidelines, protecting confidentiality while ensuring thorough documentation for continuity of care purposes.
- Collaborated with interdisciplinary teams to develop comprehensive care plans based on clients'' individual strengths, needs, and preferences.
- Assisted clients in developing and maintaining personalized wellness plans, guiding them in setting achievable goals for improved mental health outcomes.
- Assisted clients in identifying community resources and services, increasing their access to valuable support networks.
- Enhanced client recovery by providing emotional and practical support in both group and one-on-one settings.
- Developed strong rapport with clients, fostering a trusting environment to encourage open communication about personal challenges and goals.
- Improved the quality of care for clients by actively participating in treatment planning meetings and offering insights from a peer perspective.
- Provided compassionate assistance to clients during challenging life transitions, helping them navigate obstacles with increased confidence and resilience.
- Promoted client self-advocacy through education on rights, responsibilities, and navigating complex systems of care.
- Strengthened relationships between clients and their natural support systems by offering guidance on effective communication techniques and conflict resolution strategies.
In Home Care
Sitters LLC
Madison, MS
10.2009 - 04.2018
- Managed medication administration according to physician instructions, ensuring timely and accurate delivery of medications to clients.
- Promoted a clean and safe living environment for clients through regular housekeeping tasks.
- Supported clients'' physical mobility by providing assistance with transfers, ambulation, and exercises as prescribed by healthcare professionals.
- Utilized adaptive equipment when necessary to facilitate daily living activities for clients with physical limitations.
- Assisted clients with daily living activities, improving their independence and wellbeing.
- Facilitated ongoing communication between family members and healthcare providers updating them about the progress and concerns related to the client''s health.
- Developed strong relationships with clients and families, fostering trust and open communication for optimal care provision.
- Educated clients on proper nutrition and meal planning, promoting healthier lifestyles through balanced food choices.
- Developed and implemented customized recreational activities for clients, enhancing their overall well-being and satisfaction with care services.
- Maintained client confidentiality by adhering to HIPAA regulations in all communications regarding personal health information details.
- Advocated for client needs in interactions with healthcare providers or community resources, ensuring access to appropriate services or support programs.
- Implemented cognitive stimulation activities designed to enhance mental engagement for clients with dementia or other cognitive impairments.
- Safeguarded clients'' health by monitoring vital signs and promptly reporting changes to healthcare providers.
- Demonstrated flexibility and adaptability in accommodating changing client needs or scheduling requirements, ensuring continuity of care.
- Maintained detailed documentation of client care activities, facilitating effective communication among healthcare team members and family members.
- Coordinated transportation arrangements for medical appointments or social outings, ensuring client safety during travel.
- Provided emotional support for clients facing challenging situations, offering empathy and encouragement during difficult times.
Education
Associate In Arts - Social Work
Hinds Community College
Raymond, MS12.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Payment Processing
- Scheduling
Timeline
Customer Service Representative
Concentrix
12.2023 - 05.2024
Certified Peer Support Specialist
Hinds Behavioral Health Services
05.2018 - 07.2023
In Home Care
Sitters LLC
10.2009 - 04.2018
Associate In Arts - Social Work
Hinds Community College