Sade Ross
Flight Attendant
Charlotte,NC
Summary
A customer-oriented professional with a Bachelor of arts degree in Psychology and excellent interpersonal skills seeking an entry-level flight attendant position. Eager to take 14 years of providing above-and-beyond customer service and create a pleasant, comfortable, and safe traveling experience for all passengers.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Technical Support Expert
Verizon Wireless
03.2014 - Current
- Utilize troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Consistently meeting and often exceeding metrics by providing above-and-beyond customer service and technical support to varying customer types
- Identify and report network-related issues to Network Repair Bureau or system issues to IT department
- Communicate clear technical solutions effectively to customers
- Identity system barriers and recommend operational improvements
- Answered customer telephone calls promptly to avoid on-hold wait times
- Cultivated customer loyalty, promoted repeat business and improved sales
Interim Customer Service and Technical Support Supervisor
Verizon Wireless
Charlotte, North Carolina
11.2017 - 05.2020
- Managed teams with up to 50+ individuals in varying work groups to resolve customer issues, assist with completing customer transactions, motivating and develop employees' skill sets
- Connected with employees' throughout the day to build morale and foster a supportive environment
- Evaluated customer journey through call flow and provided unique solutions to provide first-call resolution while delivering an enhanced customer experience
- Evaluated and collaborate on live/records calls to provide scheduled and real-time feedback personalized to employees' learning style to improve behaviors needed to drive positive performance and to improve metrics
- Monitored call volume and assessed trends to ensure employees were available to assist customers
- Reviewed reports to identify trends, opportunities, and success and presented to the team during weekly and bi-weekly team meetings with suggestions to drive performance
- Collaborated with team to create incentives that help to build consistency, share best practices for connection and discovery, and designed around driving positive results in metrics in a Key Performance Indicators
- Implemented development plans to help employees meet and exceed performance metrics
- Prioritized completing daily, weekly, and monthly supervisory responsibilities of Payroll, Scheduling, Training, Coaching, Discipline actions, Performance Reviews, and overall guidance promptly
- Fostered partnerships by effectively communicating with Human Resources, Center Operations, Quality, IT, and Learning and Development teams to ensure all employees are delivering exceptional customer experience
- Provided support and development of New to Tech Hire support coaches in preparation for their career next steps
- Enhanced first-class customer service while aligning with Verizon Wireless policies, procedures, and guidelines
- Utilized Verizon Wireless's Deliver the Experience model to develop new hire employees for Customer Service and Technical Support through reviewing calls, providing real-time feedback for successes and opportunities
- Assisted new hire employees with positive positioning, practical tools, and resources utilization
- Collaborated with multiple departments such as Training, Management teams, and Center Operations to successfully prepare new employees for their new roles
- Familiarized employees returning to work after an extended absence with systems, tools, resources, and call mechanics
- Facilitated debriefs to expand and strengthen classroom learning
Emergency Department Medical Scribe
Scribe America
Albquerque, NM
09.2013 - 10.2017
- Worked collaboratively with physicians, nursing staff, technicians, and medical assistants throughout Presbyterian Emergency Department
- Accepted dictated notes and produced professional documents with outlined information
- Documented complete information about examinations, treatment plans, lab results, and other details directly into charts
- Processed paperwork such as discharges and transportation orders to coordinate patient movements
- Stayed on top of current patient loads to facilitate efficiently and organized workflow by monitoring the progress and completion of ordered medical test results such as blood and urine tests, x-ray, and CT reports to prevent unnecessary delays and expedite patient disposition
- Transcribed and edited physician reports from dictation using the program Epic
- Followed all HIPAA rules and regulations regarding patient confidentiality
- Accompanied physicians through the day in fast-paced, stressful environments
- Attended training associated with role to improve skills and boost speed
Special Project, Support Transition Coach
Verizon Wireless
Albuquerque, NM
01.2017 - 04.2017
- Utilized the Deliver the Experience model to develop new hire employees for Customer Service and Technical Support through reviewing calls, providing real-time feedback for successes and opportunities
- Assisted new hire employees with positive positioning, practical tools, and resources utilization
- Collaborated with multiple departments such as Training, Management teams, and Center Operations to successfully prepare new employees for their new roles
- Familiarized employees with returning to work after an extended absence with systems, tools, resources, and call mechanics
- Facilitated debriefs to expand and strengthen classroom learning
Customer Relations Team
Verizon Wireless
Albuquerque, NM
01.2015 - 07.2015
- Provided primary customer support to internal and external customers.
- Provided support for my peers by assisting with positioning, providing alternative solutions, and providing an overall resource of information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- De-escalated situations by using my soft skills and strong interpersonal skills
Assistant Program Manager
Head Injury Association
, NY
02.2012 - 07.2013
- Responsible for the oversight of all aspects of the medical, safety, health, and psychiatric care for each individual at each assigned site(s)
- Adequately facilitated programmatic needs and services through supervision and leadership of Care Workers
- Assumed the duties of the Program Manager in their absence, as well as assisted with processing payroll and supervising staff
- Oversaw staff schedules and assignments to handle programming demands
- Managed ordering medication, food, and household items promptly
- Ensured program and services coordinated comply with Health Insurance Portability and accountability, Occupational Safety and Health Administration, and state government regulatory standards and guidelines
- Interviewed and hired talented staff members with expertise in direct care to increase skill set within the department
- Oversaw team of 12 personnel focused on direct care and transportation
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance
Personal Care Aide/Team Leader
Fellowship Community
Whitehall, PA
09.2011 - 03.2012
- Obtained and recorded vitals such as temperature and weights of residents,
- Administered various treatments and assisted patients with self-administered medications
- Recognized and reported abnormalities or changes in the patient's health status to the case manager to keep the care team updated
- Assisted residents with daily living activities of bathing, dressing, hygiene, and grooming in accordance with the established care plan
- Consulted with supervisors to assess cases and plan strategies for enhancing care
- Maintained a clean, safe, and well-organized patient environment
- Developed rapport to create a safe and trusting environment for care
- Maintained the safety of residents by ensuring all alarms and alert systems were functioning properly
Direct Care Counselor
Maryhaven Center of Hope
Port Jefferson, NY
01.2008 - 12.2011
- Provided direct residential supervision to individuals diagnosed with autism spectrum disorder, psychiatric disorders, and other developmental disabilities
- Developed and facilitate programs and recreational activities that are cognitively appropriate as well as within the guidelines of each individual's behavioral modification plan
- Supported, directed, and assisted each individual in independently achieving their daily goals
Education
Bachelor of Science - Psychology
SUNY Stony Brook
Stony Brook, NY 08.2007 - 05.2010
Skills
Complaint resolution
Timeline
Interim Customer Service and Technical Support Supervisor
Verizon Wireless
11.2017 - 05.2020
Special Project, Support Transition Coach
Verizon Wireless
01.2017 - 04.2017
Customer Relations Team
Verizon Wireless
01.2015 - 07.2015
Customer Service Technical Support Expert
Verizon Wireless
03.2014 - Current
Emergency Department Medical Scribe
Scribe America
09.2013 - 10.2017
Assistant Program Manager
Head Injury Association
02.2012 - 07.2013
Personal Care Aide/Team Leader
Fellowship Community
09.2011 - 03.2012
Direct Care Counselor
Maryhaven Center of Hope
01.2008 - 12.2011
Bachelor of Science - Psychology
SUNY Stony Brook
08.2007 - 05.2010