Shelly Moritz
Leavenworth
Summary
Compassionate and dependable professional with extensive experience at Windsor Place At Home Care, enhancing client well-being through individualized care plans and effective communication. Proven problem-solver skilled in HIPAA compliance, fostering team collaboration, and advocating for patient needs, resulting in improved quality of life and satisfaction.
Overview
27
27
years of professional experience
Work History
Primary Care Giver
Windsor Place At Home Care
07.2015 - Current
- Assisted clients with daily living activities, ensuring comfort and safety.
- Monitored client health conditions, reporting changes to healthcare professionals.
- Developed individualized care plans in collaboration with family members and medical staff.
- Facilitated communication between clients and their families to enhance support systems.
- Maintained accurate records of client progress and care provided for review by supervisors.
- Advocated for client needs, ensuring access to necessary resources and services.
- Maintained clean, safe, and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Managed medications, ensuring timely administration and adherence to prescribed dosages for optimal health outcomes.
- Enhanced quality of life for patients by engaging in stimulating activities and social interactions.
- Advocated for patient needs within the healthcare system, ensuring access to necessary resources such as therapy services or specialist referrals.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and meal preparation to promote independence.
- Provided transportation assistance for errands, appointments, and social outings to maintain an active lifestyle for patients.
Bank Call Center Agent
Armwd Forces Call Cwnter
Leavenworth, KS
01.2014 - 09.2015
- Provided exceptional customer service to resolve inquiries and complaints efficiently.
- Utilized call center software to log interactions and track issue resolution processes.
- Trained new agents on company policies, procedures, and customer service best practices.
- Analyzed call metrics to identify trends and optimize performance among team members.
- Mentored junior staff, fostering a culture of continuous learning and development within the team.
- Led initiatives aimed at enhancing operational efficiency and improving overall team productivity.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Dispatcher
Quapaw Casino
Quapaw, OK
08.2012 - 12.2013
- Coordinated transportation logistics for efficient guest movement across casino property.
- Managed dispatch operations, ensuring timely responses to requests from multiple departments.
- Trained and mentored junior dispatch staff on operational protocols and customer service standards.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
- Maintained communication with security and maintenance teams to support emergency response efforts.
- Ensured compliance with safety regulations while managing high-pressure situations during peak hours.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Customer Service Manager
Walmart
Leavenworth, KS
01.1999 - 10.2008
- Led customer service team to improve response times and enhance overall customer satisfaction.
- Implemented training programs to develop staff skills and ensure consistent service delivery.
- Analyzed customer feedback to identify trends and drive improvements in service processes.
- Collaborated with cross-functional teams to streamline operations and enhance product availability.
- Established performance metrics to evaluate team effectiveness and encourage accountability.
- Resolved complex customer issues, ensuring swift resolutions and maintaining strong relationships.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Education
High School Diploma -
Leavenworth High School
Leavenworth, KS05-1994
Skills
- Respectful and compassionate
- Problem-solving
- Time management
- Multitasking and organization
- Dependable and responsible
- Verbal and written communication skills
- Strong ethics
- Team collaboration
- HIPAA compliance
- Active listening
Timeline
Primary Care Giver
Windsor Place At Home Care
07.2015 - Current
Bank Call Center Agent
Armwd Forces Call Cwnter
01.2014 - 09.2015
Dispatcher
Quapaw Casino
08.2012 - 12.2013
Customer Service Manager
Walmart
01.1999 - 10.2008
High School Diploma -
Leavenworth High School