Sarah St.John
Sheridan,OR
Summary
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
Home Health Aide/Med Tech
NW Senior & Disability Services
McMinnville, OR
12.2020 - Current
- Created and maintained client service plan
- Managing/coordinating billing matters for client
- Transcribe medical documents for client's medical team
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
- Developed rapport to create safe and trusting environment for care.
- Increased medication and medical terminology knowledge through research and continuing education.
- Provided transportation and appointments management.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Completed medical and program reports and maintained records following clinic standard operating procedures.
- Completed entries in log books, journals and care plans to accurately document and report patient progress.
- Planned and implemented community outreach and events to provide health education about cancer, self-care and preventive breast examinations.
- Documented vital statistics and coordinated with health care providers
- Supported families through difficult times by offering emotional support and education on important care tasks.
Customer Service Representative/Med Tech/Caregiver
Avamere
Sherwood, OR
01.2020 - 01.2021
- Operated multi-line phone system
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Facilitated inter-departmental communication to effectively provide customer support.
- Devised workaround solutions for financial/care-related issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Recorded actions taken, issues resolved and personal information to effectively manage customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 66%.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Improved overall efficiency 79% by anticipating needs and providing outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Med Aide/Caregiver/Transcriptionist/Assistant
James Hobart
Sheridan, OR
06.2013 - 04.2020
- Transcribed all documents for resident and filed all documents appropriately
- Documented behaviors and medications administered
- Maintained electronic records
- Managed client email and coorespondences
- Completed necessary reports and documentation on time and to specifications.
- Provided family members with general health education and tips for patient care.
- Supported office operations by expertly handling administrative needs.
- Scheduled patient for appointments and maintained master calendar.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used Microsoft Word and other software tools to create documents and other communications.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Prepared variety of different written communications, reports and documents.
- Drove operational improvements which resulted in savings and improved profit margins.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Conducted research, gathered information from multiple sources and presented results.
Customer Support Specialist/Technical Support
Stream Global Services
Beaverton, OR
11.2010 - 06.2013
- Documented calls with customer in customer's account notes
- Processed billing transactions
- Problem solved account management issues
- De-escalated frustrating and stressful situations
- Operated multiple line phone system making inbound and outbound calls
- Sales of various products the company offered
- Troubleshot problems with software, hardware and networking for users.
- Worked within task management system to receive, manage and close support requests.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Recognized escalation needs and connected customers with advanced support staff.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Upsold products and services to increase company revenue 49% beyond targets.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Receptionist/Customer Service Specialist
PIVOT
Portland, OR
08.2011 - 11.2012
- Answered multiple lines and routing calls to correct extension
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Recorded service failure complaints and notified appropriate departments.
- Maintained and managed customer files and databases.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
PIVOT
Portland, OR
04.2012 - 09.2012
- Answered customer questions
- Problem solved and resolved all customer complaints and concerns
- Routed calls to other departments if the customer needed additional assistance
- Educated visitors in available services
Education
Studying For Associate's - Business Administration And Management
Portland Community College
Portland, OR12.2021
GED -
Portland Community College
Portland, OR08.2011
Skills
- Status Updates
- Clinical Information Systems
- Standard Operating Procedures Understanding
- Developing Client Trust
- Client Requirements
- Patient Health Assessments
- Observation Communication
- Quality Program Protocols
- Client Documentation
- Patient Care Recordkeeping
- Family Support and Instruction
- Patient and Compassionate
- Healthcare Education
- Client Relationship and Rapport
- Behavior Redirection
- Companionship and Emotional Support
- Community Integration
- Care Plan Management
- Mental Health Support
- Patient Progress Documentation
- Clinical Quality Program Standards
- Daily Charting
- Disability Support
- Preventative Care Education
- Performance Assessment
- Patient and Family Interaction
- Consumer health products
- Reintegration techniques
- Health and safety procedures
- Self-defense techniques
- Therapeutic techniques understanding
- Familiarity with instructional techniques
- Blending techniques
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Home Health Aide/Med Tech
NW Senior & Disability Services
12.2020 - Current
Customer Service Representative/Med Tech/Caregiver
Avamere
01.2020 - 01.2021
Med Aide/Caregiver/Transcriptionist/Assistant
James Hobart
06.2013 - 04.2020
PIVOT
04.2012 - 09.2012
Receptionist/Customer Service Specialist
PIVOT
08.2011 - 11.2012
Customer Support Specialist/Technical Support
Stream Global Services
11.2010 - 06.2013
Studying For Associate's - Business Administration And Management
Portland Community College
GED -
Portland Community College
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