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
2024.07 - 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
2023.02 - 2023.05
- 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
2021.11 - 2023.05
- 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
2020.01 - 2022.02
- 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
2019.02 - 2019.08
- 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, TN05.2015
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
2024.07 - Current
Customer Service Representative
Trexis Insurance
2023.02 - 2023.05
Office Clerk
Car-mart
2021.11 - 2023.05
Private Duty Home Health Care Aide
Latoya Webster
2020.01 - 2022.02
Customer Service Representative
Call 4 Health
2019.02 - 2019.08
Spring Hill High School
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