Summary
Overview
Work History
Education
Skills
Timeline
Receptionist
Semone Lacy

Semone Lacy

Columbia,Tennessee

Summary

Dynamic and results-oriented professional with extensive experience in customer service and healthcare support. Excelled in relationship building and problem-solving, enhancing customer loyalty and operational efficiency. Skilled in multitasking and communication, adeptly balancing high-stress situations with a 30% increase in client satisfaction. Demonstrates reliability and adaptability, committed to achieving excellence.

Overview

6
6
years of professional experience

Work History

Resident Care Aide

Poplar Estates Retirement Center
07.2024 - Current
  • Assisted residents with personal hygiene tasks, ensuring their dignity and comfort throughout the process.
  • Managed challenging behaviors among residents using de-escalation techniques and positive reinforcement strategies.
  • Enhanced resident well-being by providing compassionate care and support in daily activities.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Documented residents' mental status, sleep, and eating patterns in medical record books.

Customer Service Representative

Trexis Insurance
02.2023 - 05.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
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  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Completed customer applications and updated records to reflect current information.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.

Office Clerk

Car-mart
11.2021 - 05.2023
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
  • Facilitated smoother workflow transitions between departments through effective communication.
  • Counted, balanced and reconciled cash and credit card payments and identified gaps in proper cash-handling procedures.
  • Ensured timely deposits of large sums of money to maintain financial security and prevent theft.
  • Provided exceptional customer service while accurately handling monetary transactions, resulting in satisfied customers and clients.

Private Duty Home Health Care Aide

Latoya Webster
01.2020 - 02.2022
  • Improved patient comfort by providing compassionate and attentive care tailored to individual needs.
  • Facilitated communication between patients and healthcare providers effectively addressing concerns or questions.
  • Assisted clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Coordinated appointments and transportation services for clients.
  • Maintained a clean, organized, and hazard-free environment to ensure client safety.
  • Supported cognitive function through stimulating mental exercises, conversation, reading, puzzles, or games tailored to each client''s interests.
  • Assisted clients with daily living activities such as grooming, bathing, dressing, and feeding for increased comfort and independence.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.

Customer Service Representative

Call 4 Health
02.2019 - 08.2019
  • Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
  • Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
  • Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
  • Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for customers and clients.

Education

Spring Hill High School
Columbia, TN
05.2015

Skills

  • Customer Engagement
  • Relationship Building
  • Call center experience
  • Client Engagement
  • Call Control
  • Appointment Coordination
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Computer Skills
  • Effective Communication
  • Adaptability and Flexibility
  • Decision-Making

Timeline

Resident Care Aide

Poplar Estates Retirement Center
07.2024 - Current

Customer Service Representative

Trexis Insurance
02.2023 - 05.2023

Office Clerk

Car-mart
11.2021 - 05.2023

Private Duty Home Health Care Aide

Latoya Webster
01.2020 - 02.2022

Customer Service Representative

Call 4 Health
02.2019 - 08.2019

Spring Hill High School
Semone Lacy