Open To Work
Sandra McClung
Care Professional
Cookeville,TN
Summary
Dynamic professional with extensive experience at Home Instead, excelling in team leadership and employee training. Proven track record in enhancing customer satisfaction and operational efficiency through effective scheduling and quality assurance. Adept at problem-solving and fostering positive relationships, ensuring compliance and optimal care delivery in fast-paced environments.
Overview
8
8
years of professional experience
Work History
On-Call Manager & Lead Caregiver
Home Instead (Senior Care)
04.2018 - Current
- Manage scheduling and coordination of caregiver assignments to ensure optimal client care.
- Oversee daily operations, ensuring compliance with company policies and regulatory standards..
- Mentor and train new team members, contributing to a positive work environment and employee retention.
- Answer office lines, provide excellent customer service and support for our clients and caregivers.
Customer Service Representative
Self Contracted
02.2021 - 09.2024
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Followed scripted calls over a computer to assist customers fine the correct product and best client to suit consumer needs.
- Provided excellent customer service for high profile clients such as State Farm, Liberty Mutual, Progressive, and many other big name companies.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Responded proactively and positively to rapid change.
Education
Associate of Arts - Paralegal Studies
National Paralegal College
Phoenix, AZ12-2021
Skills
- Customer Service
- Professional demeanor
- Excellent communication
- Reliability
- Teamwork and collaboration
- Multitasking abilities
- Positive attitude
- Organizational skills
- Computer skills
- Technical support
- Problem-solving
- Attention to detail
- Adaptability and flexibility
- Decision-making
- Emergency response
- Documentation and reporting
- Scheduling and coordinating
- Employee training
- Coaching and mentoring
Timeline
Customer Service Representative
Self Contracted
02.2021 - 09.2024
On-Call Manager & Lead Caregiver
Home Instead (Senior Care)
04.2018 - Current
Associate of Arts - Paralegal Studies
National Paralegal College