Sherrie Hollis
Bremen,AL
Summary
Compassionate Advocate with outstanding communication skills. Goes extra mile to provide assistance to victims of abuse through proficient knowledge of court procedures, network of resources and hard work. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
28
28
years of professional experience
Work History
advocate/ crisis call line operator/ Night Manager
Victim Services of Cullman
Cullman, AL
12.2021 - Current
- Assisted clients in understanding their legal rights and responsibilities.
- Provided advice to clients regarding their options for resolving disputes or legal issues.
- Completed reports, paperwork and documentation accurately and on time.
- Reached out to individuals via phone, email and SMS to deliver help and support.
- Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations.
- Advocated for victims during difficult situations by filing police reports and connecting to needed services.
- Provided direct support, coaching and intervention to increase self-sufficiency and goal attainment.
- Identified appropriate community resources and provided referrals for services.
- Used computerized systems for tracking, information gathering and troubleshooting.
- Gathered and analyzed information to advocate safety, well-being and progress.
- Performed data input to document care and services plans, needs assessments and progress notes.
- Made appropriate referrals and follow-up referrals to be certain families received needed services.
- Maintained after-hours availability on rotating basis to provide on-call coverage.
- Used meetings to help clients prioritize actions and establish short- and long-term goals related to domestic violence issue.
- Assisted participants in achieving financial goals by creating spending plans and budgets.
- Remained highly organized and detail-oriented while working on several cases simultaneously.
- Prepared thorough, accurate and well-edited documents for cases, client communication and internal needs.
- Displayed superior confidentiality in mail, telephone and in-person communications.
- Answered phones, greeted clients, scheduled appointments and made travel arrangements.
- Monitored security cameras to ensure the safety of customers and employees.
- Provided training for new night shift personnel on proper use of equipment and safety protocols.
- Ordered supplies as needed and monitored stock levels throughout the night shift.
- Maintained records of employee attendance, overtime hours, tips received.
- Managed emergency situations such as fires, medical emergencies or criminal activity.
- Managed payroll processing for night shift employees including calculating wages based on time worked.
- Identified opportunities to improve efficiency of operations processes during the night shift.
- Implemented changes in policies or procedures when necessary to ensure smooth operation of the business.
- Responded promptly to inquiries from customers or clients about services offered by the business.
- Answered customer questions and addressed complaints quickly and courteously to patrons' satisfaction.
- Communicated with management via email or phone message to report issues needing attention.
- Established friendly relationships with regular guests, members and residents.
- Secured building and walked grounds, fostering health and safety of employees and guests.
- Responded promptly to guest requests to achieve customer satisfaction.
- Oversaw general upkeep of public areas and restrooms.
- Promoted teamwork and quality service through communication and coordination with other departments.
- Scheduled cleaning and maintenance for rooms and equipment.
- Conducted routine inspections of front office and public areas, taking immediate actions to correct deficiencies.
- Recruited and trained new employees to meet job requirements.
- Maintained a clean and safe work environment by following all safety protocols.
Medical Call Center Representative
Sequence Health
Cullman, AL
08.2021 - 11.2021
- Managed incoming calls and scheduled appointments for patients.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
- Provided medical advice over the phone according to established protocols.
- Entered patient data into electronic health records accurately and efficiently.
- Educated patients on proper use of medications, treatments, and follow-up care instructions.
- Engaged with customers in an empathetic and professional manner at all times.
- Collaborated with physicians, nurses, and other staff members as needed.
- Performed outbound calls to remind patients about upcoming appointments.
- Followed HIPAA guidelines when handling confidential patient information.
- Provided detailed documentation of each call including notes on conversations with customers.
- Utilized various software systems such as EMRs, CRMs, and databases effectively.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Created and maintained patient records, including medical histories, reports and correspondence.
- Advised patients on healthcare issues and scheduled appointments for general check-ups or specialist visits.
- Answered phone inquiries from patients and directed them to appropriate personnel.
- Maintained a database of patient information, including contact details, medical history and appointment schedules.
- Entered new patient data into an electronic health record system.
- Managed incoming calls by transferring them to the appropriate department or taking messages when necessary.
- Scheduled follow-up appointments for long-term care plans or treatments prescribed by physicians.
- Performed data entry tasks such as entering new patient information into a computer system.
- Utilized scheduling software programs to efficiently book appointments according to physician availability.
- Assisted patients with canceling and rescheduling appointments.
- Answered phone calls and took messages for staff members.
- Coordinated appointments with customers and staff members according to availability.
Private Caregiver
Private Residence
Cullman, AL
10.2018 - 08.2021
- Assisted elderly clients with daily activities such as bathing, dressing, grooming and meal preparation.
- Provided companionship to elderly clients by engaging in conversation and accompanying them on errands or outings.
- Transported clients to doctor appointments, grocery stores, and other necessary destinations.
- Monitored vital signs including blood pressure, temperature, pulse rate, respiration rate and glucose levels.
- Administered prescribed medications according to physician instructions and monitored for adverse reactions.
- Collaborated with physicians, nurses, family members and other healthcare professionals to ensure quality patient care.
- Performed light housekeeping duties such as laundry, tidying up living spaces and changing bed linens.
- Provided emotional support to clients who were dealing with depression or anxiety issues related to aging or health conditions.
- Assisted with physical therapy exercises designed by a physical therapist or occupational therapist.
- Organized medication reminders for clients taking multiple prescriptions throughout the day.
- Conducted regular safety assessments of homes in order to identify any potential hazards that could cause harm.
- Ensured proper nutrition by preparing meals according to dietary guidelines set forth by doctors or nutritionists.
- Provided mental stimulation through games, puzzles and other activities designed for cognitive development.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Improved patient outlook and daily living through compassionate care.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Maintained clean and well-organized environment for client happiness and safety.
- Engaged with patients and families to provide emotional support and daily living instruction.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Transported patients to medical, dental and personal care appointments.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Laundered clothing and bedding to prevent infection.
- Followed care plan and directions to administer medications.
- Assisted patients with daily personal hygiene.
- Tracked and reported clients' progress based on observations and conversations.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Supported bathing, dressing and personal care needs.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Assisted clients with maintaining good personal hygiene.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Helped clients get in and out of beds and wheelchairs.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Monitored health and well-being of clients and reported significant health changes.
Assistant Counselor
Bradford Healthcare Services
Warrior, AL
09.2017 - 10.2018
- Conducted group counseling sessions on topics such as substance abuse, anger management, and conflict resolution.
- Developed and implemented individual treatment plans for clients with substance use disorders.
- Monitored client progress toward identified goals through regular follow-up meetings.
- Maintained accurate records of client information including diagnosis, treatment plan objectives, progress notes and discharge summaries.
- Participated in multidisciplinary team meetings to discuss best practices in treating substance abuse problems.
- Engaged in continuing education activities to stay abreast of changes in the field of addiction counseling.
- Supported clients during withdrawal symptoms such as anxiety, irritability, depression and insomnia.
- Identified behaviors associated with substance abuse and recognized signs of being under influence of alcohol or drugs.
- Supported and counseled clients with drug and alcohol addiction.
- Identified problem areas impacting participants' ability to successfully complete treatment.
- Led supportive group discussions and education sessions with alcohol and drug users and families.
- Guided clients in developing skills or strategies for dealing with problems.
Sales Person
Billy Ray Taylor Auto Sales
Cullman, AL
06.2008 - 08.2009
- Developed and implemented strategies to meet sales quotas.
- Maintained accurate records of customer interactions and transactions.
- Resolved customer complaints promptly and efficiently.
- Provided personalized service to build relationships with customers.
- Assisted customers in selecting appropriate products or services for their needs.
- Advised customers on the latest product features and benefits.
- Educated customers about products and services offered by the company.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Acquired new customers and identified unique needs to deliver relevant products.
- Gathered information from clients to create solutions that achieved business needs and desires.
- Developed eye for detail and suggested accessories to complement purchase.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Fostered relationships with customers to expand customer base and retain business.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Demonstrated product features to align with customer needs.
- Improved overall customer purchasing experiences to promote steady revenue.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
- Greeted and assisted customers to foster positive experiences.
- Produced sales documents, finalized deals and filed records.
Front Office Manager
Pine Knot Logging
Hanceville, AL
03.2000 - 06.2008
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
Waitress/ Front of Kitchen
Dodge City Bar-B-Q
Dodge City, AL
04.1996 - 03.2000
- Greeted customers and provided menus.
- Assisted in seating guests at tables or booths.
- Took orders for food and drinks and delivered them to guests.
- Checked back with customers throughout meal service to ensure satisfaction.
- Replenished beverages when necessary.
- Answered questions about menu items, ingredients, and pricing.
- Communicated daily specials to customers.
- Bussed tables as needed during peak hours.
- Prepared checks accurately and processed payments promptly.
- Maintained a clean work station by restocking supplies, wiping down counters.
- Enforced safety guidelines for employees and patrons of the restaurant.
- Provided excellent customer service by addressing any complaints or concerns promptly.
- Adhered to all health codes set forth by local authorities regarding food preparation and storage.
- Performed basic math calculations when computing bills for customers' meals.
- Organized take-out orders efficiently according to customer requests.
- Participated in team meetings to discuss new menu items or changes in policy.
- Served alcoholic beverages responsibly in accordance with state laws.
- Provided accurate change for cash transactions using a cash register system.
- Developed positive relationships with regular customers through friendly conversation.
- Assisted other wait staff members in times of heavy customer traffic.
- Greeted customers, answered questions and recommended specials to increase profits.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Presented food and beverages to guests at tables.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Presented menus to patrons to answer questions about menu items and make recommendations.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Prepared salads, appetizers and garnishes to assist kitchen staff.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Education
GED -
Wallace State Community College - Hanceville
Hanceville, ALSkills
- Persuasion mastery
- Training delivery
- Analytical Reasoning
- Mentorship
- Client Representation
- Resource Management
- Administrative Support
- Conflict Resolution
- Client Representation and Advisement
- Attention to Detail
- Community Advocacy
- Creative and Critical Thinking
- Team Collaboration
- Staff Supervision
- Judgement and Decision Making
- MS Office proficient
- Document Management
- Reliability
- Case Management
- Professionalism
- Adaptability
- Written Communication
- Problem-solving aptitude
- Analytical Thinking
- Decision-Making
- Multitasking
- Problem-Solving
- Policy Knowledge
- MS Office
- Establishing Effective Relationships
- Multi-line switchboard
- Relationship Building
- Deadline Adherence
- Non-Profit Operations
- Support Services
- Time Management
- Effective Multitasking
- Self Motivation
- Problem-solving abilities
- Organizational Skills
- Building Trust and Relationships
- Organization and Administration
- Task Prioritization
- Interpersonal Skills
- Continuous Improvement
- Excellent Communication
Timeline
advocate/ crisis call line operator/ Night Manager
Victim Services of Cullman
12.2021 - Current
Medical Call Center Representative
Sequence Health
08.2021 - 11.2021
Private Caregiver
Private Residence
10.2018 - 08.2021
Assistant Counselor
Bradford Healthcare Services
09.2017 - 10.2018
Sales Person
Billy Ray Taylor Auto Sales
06.2008 - 08.2009
Front Office Manager
Pine Knot Logging
03.2000 - 06.2008
Waitress/ Front of Kitchen
Dodge City Bar-B-Q
04.1996 - 03.2000
GED -
Wallace State Community College - Hanceville
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