SHIMADA PAYNE
Fairmont,WV
Summary
Personable and professional under pressure. Will provide professional customer service through active listening and problem solving. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety and wellness while serving patients of all backgrounds.
Overview
28
28
years of professional experience
Work History
Advanced Customer Service Representative
FirstEnergy
01.2018 - 04.2023
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Fostered a positive work environment through active participation in team-building activities and open communication with colleagues.
- Managed escalated cases effectively by liaising with relevant departments and stakeholders to achieve timely solutions for customers.
- Maintained detailed records of customer interactions, documenting issues, actions taken, and resolutions achieved.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Restorative Nursing Assistant
Tygart Genisis Health Care
10.2007 - 09.2017
- Supported diagnostic procedures, assisted with technical nursing treatments and entered information in patient records and charts
- Records height and weights of patients
- Exercise patients who are comatose, paralyzed, or have restricted mobility
- Answer patient call signals, lights, or intercom systems to determine patient needs
- Assist nurses or physicians in the operation of medical equipment or provision or patient care
- Good standing in Nurse Aide Registry.
Patient Care Attendent
Fairmont General Hospital
06.2002 - 10.2007
- Maintained accurate records of patient care, condition, progress and concerns
- Monitored vital signs, such as blood pressure and pulse
- Responded appropriately to the physical, emotional and developmental needs of patients
- Provided pre- and post-operative care
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
Customer Service Representative
Aegis Communication
10.1995 - 09.2001
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Accurately documented, researched and resolved customer service issues
- Managed high call volume with tact and professionalism
- Addressed and resolved customer product complaints empathetically and professionally
- Acted professionally and patiently when addressing negative customer feedback
- Referred unresolved customer grievances to designated departments for further investigation.
Education
High School Diploma -
Fairmont Senior High School
Fairmont, WVSkills
- Creative problem solver
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Skilled in call center operations
- Strong organizational skills
- Energetic work attitude
- De-Escalation Techniques
- Medical terminology knowledge
- Patient Care
- Compassion and Empathy
- Dementia and Alzheimer's knowledge
- Geriatric Care
Timeline
Advanced Customer Service Representative
FirstEnergy
01.2018 - 04.2023
Restorative Nursing Assistant
Tygart Genisis Health Care
10.2007 - 09.2017
Patient Care Attendent
Fairmont General Hospital
06.2002 - 10.2007
Customer Service Representative
Aegis Communication
10.1995 - 09.2001
High School Diploma -
Fairmont Senior High School
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