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
Account management
Medical terminology knowledge
Recordkeeping strengths
Stocking and replenishing
Cleanliness and sanitation
Emergency care
Verbal and written communication
Schedule Management
Food and beverage preparation
Interpersonal communications
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