Rosetta Stokes

CSR

MM&M LLC

Greensboro , NC

01.2021 - 12.2024

Answered constant flow of customer calls with minimal wait times.
Responded to customer requests for products, services, and company information.
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Customer Service Representative

Conduent

Durham, NC

01.2013 - 12.2020

Responded to customer requests for products, services, and company information.
Promptly responded to inquiries and requests from prospective customers.
Cross-trained and backed up other customer service managers.
Maintained up-to-date knowledge of product and service changes.

CNA

Daycare Services Unlimited

Baltimore, MD

01.2003 - 12.2012

Maintained a high level of professionalism when dealing with difficult customers.
Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Ensured compliance with HIPAA regulations regarding confidentiality of information.
Provided emotional support to family members during difficult times.
Performed vital sign assessments, such as taking blood pressure and temperature.
Educated patients on self-care techniques that would help them maintain their independence.
Reported changes in patient conditions to registered nurse or physician.
Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
Demonstrated excellent customer service skills when interacting with patients, families and guests.
Answered patient call lights promptly and responded to requests appropriately.
Monitored food intake and output as directed by nursing staff.
Monitored vital signs such as pulse rate, respiration rate, and blood pressure.
Provided assistance with activities of daily living, including bathing, dressing and grooming.
Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
Facilitated communication between patients, family members, and healthcare professionals.
Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
Documented activities and recorded information in EMR system.
Answered signal lights, bells or intercom systems to determine resident needs.
Managed and maintained patient rooms, shared-living areas and nursing stations.
Exhibited compassionate care and communication regarding issues surrounding death and dying.
Conducted routine checks on patient vitals, blood pressure, blood sugar, and heart rate.
Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
Assisted residents in preparing for activities and social programs.
Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
Communicated with patients to determine feelings, need for assistance or social and emotional support.

Summary

Overview

Work History

CSR

Customer Service Representative

CNA

Education

High School Diploma -

Skills

Timeline

CSR

Customer Service Representative

CNA

High School Diploma -

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