Roxana Dobbs
Cleveland,TN
Summary
Customer Service Representative bringing accurate skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Unit Secretary/Patient Care Technician
Tennova Healthcare - Cleveland
04.2018 - Current
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Organized paperwork such as charts and reports for office and patient needs.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
- Consistently met deadlines for completing administrative tasks while managing competing priorities during high-pressure situations on the unit floor.
- Demonstrated flexibility in adjusting work hours to meet fluctuating demands of the unit, ensuring coverage during both peak times and staff shortages.
Customer Service Representative
Randstad/ Whirlpool-Maytag
04.2017 - 11.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Customer Service Cashier
Speedway Gas Station
03.2015 - 11.2016
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Deli Clerk
Walmart
08.2013 - 02.2015
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
Education
Certification Diploma - Medical Assisting
Virginia College School of Business And Health
Chattanooga, TN09.2015
Skills
- Incoming Call Reception
- Customer Service
- Strong Organization
- Telephone reception
- HIPAA Compliance Understanding
- Incoming Call Management
- Patient chart maintenance
- Unit secretary training
- Nursing station operations
- Professional telephone etiquette
- Inpatient Care
- Patient Confidentiality Practices
- Detail-oriented approach
- Document Management
- Electronic Recordkeeping
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Microsoft Excel
- Complaint Handling
- Professional telephone demeanor
- Follow-up skills
Timeline
Unit Secretary/Patient Care Technician
Tennova Healthcare - Cleveland
04.2018 - Current
Customer Service Representative
Randstad/ Whirlpool-Maytag
04.2017 - 11.2017
Customer Service Cashier
Speedway Gas Station
03.2015 - 11.2016
Deli Clerk
Walmart
08.2013 - 02.2015
Certification Diploma - Medical Assisting
Virginia College School of Business And Health
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