Ronnisha Scott
Hazel Crest,IL
Summary
Experienced Customer Service Representative with exceptional oral and written communication skills, active listening, and analytical problem-solving abilities. Committed to enhancing customer experiences through service-oriented behaviors and a deep understanding of customer desires. Skilled in providing customized solutions to build loyalty and drive customer satisfaction. A strong leader and problem-solver, dedicated to streamlining operations, reducing costs, and promoting organizational efficiency. Known for independent decision-making skills and sound judgment that positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Manager
Fresenuis Kidney Care
Remote
10.2021 - Current
- Managed timely and effective replacement of damaged or missing products.
- Provided primary customer support to internal and external customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Oversaw the recruitment, selection, onboarding, and training of new hires to maintain a high-performing team dynamic.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
Dialysis Patient Care Technician
Fresenuis Kidney Care
Crestwood, IL
10.2015 - 09.2021
- Explained dialysis procedures and hemodialysis machine operation to patients prior to treatment to ease anxieties.
- Cleaned and sterilized instruments, equipment and surfaces.
- Followed directions when mixing dialysate and priming dialyzer with saline or heparinized solutions.
- Explained dialysis procedures to patients and answered questions and concerns prior to starting dialysis.
- Utilized medical software to document and track patient progress.
- Monitored each patient closely during treatment to check for any adverse reactions or change in condition and reported emergencies to attending nurses.
Certified Nursing Assistant
Alden Estates Of Orland Park
Orland Park, IL
11.2014 - 10.2015
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Upheld infection control and prevention policies across different patient-facing areas.
- Oversaw work of nursing student technicians and externs to educate on proper procedures and how to prioritize care tasks.
- Collaborated with interdisciplinary teams to create personalized care plans that addressed the unique physical, mental, and emotional needs of each patient.
Education
Prairie State College
Chicago Heights, ILDwight D. Eisenhower High
Blue Island, IL05.2011
Skills
- Customer Relations
- Microsoft Word
- Order Fulfillment
- Active Listening
- Retail Sales Customer Service
- SAP Crystal Reports
- Customer Service
- Trained in Salesforce
- Call Center Operations
- Time Management
- Microsoft Internet Explorer
- Documentation
- Monitoring
- Managing Multiple Tasks
- Teaching strategies
- Mentoring proficiency
- Call center experience
- Team training and leadership
- Team task delegation
- Documentation expertise
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative Manager
Fresenuis Kidney Care
10.2021 - Current
Dialysis Patient Care Technician
Fresenuis Kidney Care
10.2015 - 09.2021
Certified Nursing Assistant
Alden Estates Of Orland Park
11.2014 - 10.2015
Prairie State College
Dwight D. Eisenhower High