Santanna Brown
Topeka,KS
Summary
Dedicated professional with strong customer service skills, known for reliability and problem-solving abilities. Committed to enhancing client satisfaction through timely and effective communication.
Overview
8
8
years of professional experience
Work History
Driver
DoorDash
01.2022 - 12.2023
- Navigated local routes efficiently to ensure timely delivery of food orders.
- Maintained vehicle cleanliness and performed routine inspections for safety compliance.
- Communicated effectively with customers to enhance service experience and resolve issues.
- Adapted to changing schedules and order demands to optimize delivery performance.
- Utilized mobile app for real-time tracking and efficient route adjustments during deliveries.
- Collaborated with team members to share best practices and improve operational efficiency.
- Monitored traffic patterns and adjusted delivery strategies to minimize delays.
- Provided feedback on customer preferences to assist in improving service offerings.
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Generated consistent referrals and repeat business by providing friendly and fast service.
- Answered, scheduled, and responded to reservation calls at specific times and locations.
- Updated logs and tracking documents accurately and according to schedule requirements.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Minimized liability by consistently following road rules when driving.
- Drove safely in various weather and road conditions to avoid accidents.
- Kept detailed logs of deliveries, mileage, and fuel consumption, contributing to accurate record-keeping.
- Safely transported goods across long distances, adhering strictly to traffic laws and regulations.
- Addressed and resolved customer inquiries and concerns, fostering positive relationships.
- Reduced delivery times with careful planning and route optimization.
- Ensured timely and safe delivery of goods to various locations, maintaining record of punctuality and minimal incidents.
- Improved fuel efficiency by implementing strategic driving routes and practices.
- Fostered culture of safety and compliance, leading by example and encouraging peers to follow suit.
- Utilized advanced navigation tools and technology to enhance route planning and delivery accuracy.
- Reduced incidents of late deliveries by implementing effective time-management strategies.
Customer Service Representative
MTM Transportation
Topeka, KS
12.2020 - 02.2022
- Resolved customer inquiries efficiently, ensuring timely and accurate responses to enhance satisfaction.
- Processed transportation requests, coordinating logistics to optimize service delivery for clients.
- Utilized CRM software to track interactions, improving data accuracy and client follow-up procedures.
- Assisted in training new team members on customer service protocols and system usage.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- 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.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Cashier
ParvaLLC
Topeka, KS
03.2020 - 09.2020
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances throughout shifts.
- Provided exceptional customer service, resolving inquiries and concerns promptly.
- Assisted in training new cashiers on procedures and best practices.
- Collaborated with team members to enhance store operations and workflow efficiency.
- Conducted inventory checks and restocked merchandise as needed.
- Monitored transaction accuracy, ensuring compliance with company policies and procedures.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Responded promptly to requests for assistance, spills and customer inquiries.
Area Manager of Operations and Driving
WyRide/All Star Transportation Services
Casper, WY
08.2018 - 07.2019
- Oversaw daily operations to ensure compliance with safety and efficiency standards.
- Streamlined transportation schedules, enhancing route optimization and service delivery.
- Managed team performance, providing mentorship and training to improve operational skills.
- Analyzed operational data to identify trends and implement process improvements.
- Coordinated logistics between departments, ensuring seamless communication and workflow continuity.
- Developed training programs focused on safety protocols and operational best practices.
- Implemented quality control measures to maintain high service standards across all operations.
- Conducted regular audits of facility operations to ensure compliance with industry regulations and company policies.
- Led a team of professionals, fostering a collaborative environment to achieve company goals.
- Enhanced customer satisfaction by addressing concerns promptly and implementing process improvements.
- Increased overall efficiency by identifying areas for improvement and implementing best practices.
- Monitored daily operations closely, proactively addressing any potential issues before they escalated into larger problems.
- Established clear performance expectations, providing regular feedback and support to team members for continuous growth.
- Developed strong relationships with vendors, negotiating favorable contracts for goods and services.
- Evaluated vendor proposals critically in order to select the most cost-effective options without compromising quality or service.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to quality standards.
- Reduced operational costs with thorough budget analysis and strategic resource allocation.
- Implemented safety protocols to maintain a secure work environment for employees and customers.
- Collaborated with upper management on strategic planning initiatives, aligning departmental objectives with overall company goals.
- Optimized staff scheduling by analyzing workload requirements, reducing labor costs without sacrificing service quality or employee satisfaction.
- Empowered team members through professional development opportunities that fostered individual growth as well as team cohesion.
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Enforced compliance with local, state and federal regulations and company standards.
- Negotiated contracts and agreements to optimize cost savings and efficiency.
- Traveled to over 9 locations per week to manage each client and perform reviews of individual managers and employees.
- Assisted in recruiting, hiring and training of team members.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Raised property accuracy and accountability by creating new automated tracking method.
Direct Support Professional
Bridges of Wyoming
Casper, WY
09.2017 - 09.2018
- Supported individuals with daily living activities, fostering independence and self-advocacy.
- Developed and implemented personalized care plans to meet client needs effectively.
- Facilitated communication between clients and families to enhance understanding of care requirements.
- Trained and mentored new staff on best practices for client support and safety protocols.
- Monitored client progress and adjusted strategies to improve overall well-being and satisfaction.
- Collaborated with multidisciplinary teams to coordinate services tailored to individual goals.
- Ensured compliance with state regulations, maintaining high standards of care quality and safety.
- Advocated for client rights, promoting access to resources and community engagement opportunities.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Assisted disabled clients to support independence and well-being.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Promoted physical well-being by supporting clients in engaging in regular exercise routines or therapeutic activities suited to their abilities.
- Transported clients to medical and dental appointments to provide support.
- Monitored progress and documented patient health status changes to keep care team updated.
- Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Assessed clients'' needs on an ongoing basis, making adjustments to support plans as necessary to ensure optimal outcomes.
- Implemented individualized behavior management plans, reducing incidents of challenging behaviors within the residence.
- Advocated for clients'' rights within the broader community, raising awareness about issues affecting those with disabilities.
- Adapted support approaches based on individual client preferences, fostering increased trust and rapport over time.
- Organized recreational events that encouraged relationship building among clients and increased their sense of belonging within the group home setting.
- Served as a reliable point of contact for family members, maintaining open lines of communication about client progress and addressing any concerns promptly.
- Collaborated with interdisciplinary teams to develop comprehensive support strategies for each client''s unique needs.
- Established strong relationships with local community resources to connect clients with additional supports as needed.
- Adapted activities and support strategies to meet changing needs of clients, demonstrating flexibility and creativity.
- Conducted daily documentation of clients' progress and incidents, maintaining accurate and up-to-date records.
- Enhanced individual care plans by collaborating closely with healthcare professionals, ensuring tailored support for each client.
- Developed strong rapport with clients, facilitating trust-based relationship for effective support.
- Administered medication under supervision, ensuring adherence to healthcare plans.
- Assisted with personal care tasks, respecting clients' dignity and promoting self-reliance.
- Managed crisis situations effectively, maintaining calm and ensuring safety of clients and staff.
- Enhanced communication skills of non-verbal clients using alternative communication devices.
- Coordinated with families and other caregivers, ensuring cohesive approach to client support.
- Implemented behavior management plans to address challenging behaviors, promoting safe environment for all.
- Liaised with healthcare professionals to coordinate care, ensuring comprehensive support for clients.
- Supported clients in managing their finances and personal administration, fostering greater independence.
- Improved clients' daily living skills with hands-on teaching and encouragement, promoting independence.
- Organized and participated in recreational activities, contributing to vibrant community life for residents.
- Advocated for clients' needs and rights in various settings, enhancing their quality of life.
- Monitored and reported changes in clients' health and well-being, enabling timely interventions.
- Encouraged healthy lifestyles through nutritional planning and physical activities, improving clients' overall well-being.
- Facilitated community integration for clients, enriching their social networks and life experiences.
- Provided emotional and practical support to individuals, fostering positive and supportive living environment.
- Assisted with daily living activities, running errands, and household chores.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Transported clients to and from medical appointments with safety and efficiency.
- Monitored clients' overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
- Recorded status and duties completed in logbooks for management.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Completed regular check-ins and progress report for each client.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Identified needs and coordinated plans for travel and out-of-town functions.
Residential Care Manager
NOWCAP Services
Casper, WY
03.2016 - 08.2017
- Led team in developing individualized care plans for residents, ensuring personalized support and engagement.
- Oversaw daily operations, maintaining compliance with state regulations and enhancing service quality.
- Mentored staff on best practices in resident care, fostering a culture of continuous improvement and teamwork.
- Implemented training programs for new hires, promoting skill development and adherence to organizational standards.
- Coordinated interdisciplinary meetings to address resident needs, improving communication among care providers.
- Evaluated resident progress regularly, adjusting care strategies to optimize health outcomes and satisfaction levels.
- Developed resource materials and guidelines for staff, streamlining processes and enhancing service delivery efficiency.
- Advocated for resident rights and preferences, ensuring their voices were heard in all aspects of care planning.
- Reduced employee turnover rates by creating an engaging work environment that valued professional development opportunities.
- Developed comprehensive assessments to identify individual resident needs accurately and develop tailored care plans accordingly.
- Led successful inspections from state regulatory agencies by maintaining meticulous records of resident data and facility activities.
- Ensured compliance with state regulations and facility policies through consistent monitoring and updating of procedures.
- Improved resident satisfaction by implementing personalized care plans and coordinating with multidisciplinary team members.
- Implemented innovative solutions to address staffing challenges such as recruitment initiatives or creative scheduling approaches to optimize resource utilization.
- Managed crisis situations efficiently with prompt decision-making skills while maintaining the safety of all parties involved.
- Strengthened communication between staff, residents, and families through regular meetings, updates, and transparent dialogue.
- Boosted overall care quality by regularly evaluating program effectiveness and implementing necessary changes based on feedback from residents, families, and staff members.
- Streamlined operations by effectively managing staff schedules, resources, and budget allocations for optimal efficiency.
- Increased occupancy rates through effective marketing strategies targeting local community members in need of residential care services.
- Facilitated smooth transitions for new residents by coordinating with admission teams, medical professionals, and families to ensure all necessary information was obtained prior to movein.
- Championed resident rights and advocated for their needs within the facility, fostering a strong sense of community and belonging among residents.
- Cultivated a culture of accountability and professionalism among staff members by setting clear expectations and providing constructive feedback on their performance.
- Collaborated with healthcare professionals to provide well-rounded care for residents including medical needs, therapy services, and medication management.
- Fostered a positive working atmosphere by cultivating strong relationships among team members and encouraging collaboration.
- Promoted a safe living environment for residents by closely monitoring health conditions and addressing any concerns promptly.
- Enhanced staff performance by providing regular training sessions, support, and feedback on their job responsibilities.
- Spearheaded continuous improvement efforts within the facility by identifying areas for growth or enhancement based on internal evaluations or industry best practices.
- Maintained high levels of resident engagement through diverse recreational activities catering to various interests within the population served.
- Conducted property move-ins, move-outs and walk-through inspections.
- Reported and documented maintenance requests and scheduled appropriate services.
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Screened and reviewed resident applications by completing credit and criminal background checks and verifying employment and previous rental history.
- Used Company to maintain resident database of personal information, repairs and lease agreements.
- Coordinated vendors such as carpet cleaners, tilers, cable suppliers, and satellite and phone service providers.
- Managed, scheduled and determined workload for 40-member staff team.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Spearheaded and implemented new projects to expand scope of engagement.
Education
Associate - Psychology
University of Phoenix
Tempe, AZCNA - Health Care Assistant
Certified Nursing Assistant School
Casper, WY10-2017
GED - Adult Basic Education
Casper College
Casper, WY05-2011
Skills
- Time management
- Valid Driver's license
- Customer service
- Clean driving record
- Customer assistance
- Work ethic and integrity
- Patience and empathy
- First aid and safety
- Behavior redirection
- Client support
- Patient care
- Medication administration
- Reliability and punctuality
- Meal preparation
- Health and safety
- Team management
- Recruitment and hiring
- Care planning
- Delivery issues resolution
- Logistics functions
- Problem-solving skills
- Customer support
- Data entry
- Call center customer service
- Inbound phone calls
- Verbal and written communication
- Resolving issues
- Communicating with clients
Timeline
Driver
DoorDash
01.2022 - 12.2023
Customer Service Representative
MTM Transportation
12.2020 - 02.2022
Cashier
ParvaLLC
03.2020 - 09.2020
Area Manager of Operations and Driving
WyRide/All Star Transportation Services
08.2018 - 07.2019
Direct Support Professional
Bridges of Wyoming
09.2017 - 09.2018
Residential Care Manager
NOWCAP Services
03.2016 - 08.2017
Associate - Psychology
University of Phoenix
CNA - Health Care Assistant
Certified Nursing Assistant School
GED - Adult Basic Education
Casper College