Shelby Lawless

Work History

Customer Service Representative

Family Dollar

08.2023 - 01.2025

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Responded to customer requests for products, services, and company information.
Participated in training programs to enhance product knowledge and customer service skills.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Customer Service Representative

Town Pump Incorporated

09.2021 - 11.2022

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Developed feedback system for customers to share their service experience, leading to actionable improvements.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Sought ways to improve processes and services provided.

Counselor

Little Bitterroot

03.2018 - 10.2020

Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
Worked closely with families to support clients in their recovery process and strengthen relationships among family members.
Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
Communicated regularly with other professionals involved in the client''s care for coordinated service delivery efforts.
Utilized motivational interviewing techniques to encourage positive change in clients'' lives.
Guided clients in developing skills and strategies for dealing with problems.
Reduced symptoms of anxiety and depression in clients by utilizing cognitive-behavioral strategies.
Maintained detailed client records to track progress and adjust treatment plans as necessary.
Improved residents' daily living skills with hands-on training and consistent routine establishment.
Increased overall program adherence by monitoring resident participation in scheduled activities.
Communicated behavior choices to residents by outlining positive and negative consequences of choices.

Housekeeping Manager

Trout Creek RV and Motel

06.2018 - 05.2020

Placed orders for housekeeping supplies and guest toiletries.
Managed team productivity and workflow to exceed quality standards.
Promoted safety by demonstrating proper operation and training staff on power equipment tools.
Communicated repair needs to maintenance staff.
Managed staff of 2-3 housekeepers.
Worked with front desk to respond promptly to all guest requests.
Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.

CNA

Clark Fork Valley Hospital

01.2010 - 04.2013

Assisted patients with daily living activities, promoting independence and dignity.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
Provided emotional support for patients during challenging times, fostering a positive healing environment.
Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.

CNA

Evergreen Rehabilitation Facility

06.2006 - 08.2010

Assisted patients with daily living activities, promoting independence and dignity.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Reduced patient stress levels through effective communication and active listening skills.
Ensured prompt response to call lights, addressing patient needs in a timely manner.
Provided emotional support for patients during challenging times, fostering a positive healing environment.
Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
Enhanced patient satisfaction by providing compassionate and attentive care.
Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
Maintained patient stability by checking vital signs and weight and recording intake and outtake information.

Summary

Overview

Work History

Customer Service Representative

Customer Service Representative

Counselor

Housekeeping Manager

CNA

CNA

Education

Associate of Science - Medical Billing And Coding

Skills

Affiliations

Work Preference

Work Type

Work Location

Work Availability

Timeline

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