Shondell Helms
Lithonia,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
26
26
years of professional experience
1
1
Certificate
Work History
Remote Customer Service Representative
Novo Nordisk, Inc. - USA
12.2021 - Current
- Respond to all tolling and/or administration related customer inquiries by utilizing information learned during training and leveraging resources available through people, patient records, and knowledge management systems
- Identify patients' needs to ensure the patient is provided complete and accurate information
- Process required transactions via mainframe or web-based applications
- Submit research requests in a concise yet accurate manner
- Maintain a thorough knowledge of the company and client programs, policies, and technology
- Communicate effectively in a warm and empathetic manner
- Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals
- Provide support to other positions/operations in cases during heavy workloads or absences
- Proactively work from home
- Escalates inquiries and request as necessary to the appropriate department or person following outlined guidelines
- Managed several incoming and outgoing phone calls.
Caregiver/Personal Assistant
DIVINE HEALTHCARE SERVICES - Atlanta, GA
05.2023 - 08.2023
- Provided optimal healthcare to several patients in the comfort of their homes
- Monitored vital signs, administered medications, and kept up-to-date records of patient's progress
- Reported any changes in a patient's mental or physical health and addressed the situation appropriately
- Supported patients with activities of daily living (ADLs)
- Provided assistance with daily grooming and bathing activities including light housekeeping
- Provided transportation to appointments and social activities.
Night Auditor/Front Desk Clerk
Quality Inn and Suites - College Park, GA
10.2018 - 12.2021
- Greeted guest at front desk and engaged in a pleasant conversation while managing check in progress
- Collaborated with team members to handle guest requirements from check in through check out
- Delivered above-and beyond-service to guest
- Maintained lobby cleanliness
- Answered hotel phone in a timely manner
- Accurately processed payments directly from guest
- Prepared weekly employee work schedules for team members
- Responded swiftly to room requests and other inquires made
- Took reservations over phone in person and via computer for guests and provided confirmation information
- Calculated billing and posted charges to room accounts
- Kept accounts balance and ran daily reports to verify totals
- Processing invoices, transactions, room charges, refunds, etc
- Verifying that all accounts are balanced and supported by documentation
- Summarizing each night's operations and listing any follow-up tasks for management
- Following End of Day procedures.
Night Auditor
Studio 6 Extended Stay - Tucker, GA
06.2017 - 09.2018
- Greeted guest at front desk and engaged in a pleasant conversation while managing check in progress
- Collaborated with team members to handle guest requirements from check in through check out
- Delivered above-and beyond-service to guest
- Maintained lobby cleanliness
- Answered hotel phone in a timely manner
- Accurately processed payments directly from guest
- Prepared weekly employee work schedules for team members
- Responded swiftly to room requests and other inquires made
- Took reservations over phone in person and via computer for guests and provided confirmation information
- Calculated billing and posted charges to room accounts
- Kept accounts balance and ran daily reports to verify totals.
Customer Service Representative/Call Center
Comcast - Rochester, NY
06.2012 - 05.2017
- Provided excellent technical support for customers
- Provided strong understanding for company's products and services
- De-escalated problematic customer concerns, maintained calm and professional demeanor
- Assisted customers in making payments on accounts and setting up payment plans
- Provided superior customer service with all customer interactions
- Proactively retained existing customers from canceling services by using retention techniques
- Maintained high energy and detailed sales product knowledge, including competitive information
- Managed many incoming calls
- Evaluated customers potential product needs and made appropriate recommendations.
Crew Member
Association for the blind and visually impaired - Rochester, NY
01.2010 - 04.2012
- Adhered to the organization's values
- Assured all work was done in a safe and quality manner
- Operated several sewing machines
- Tailored uniforms for the 'United States Marines'
- Met all production standards and schedules
- Provided excellent Customer Service.
Customer Service Clerk
KROGERS - Stone Mountain, GA
09.2006 - 11.2009
- Greeted customers and answer questions about products, prices and services
- Maintained a safe and tidy work area in and around the facility
- Provided the best Customer service for the public
- Operated cash register
- Completed lottery transactions
- Handled large amounts of cash
- Utilized suggested selling.
Home Health Aide
Via Health - Rochester, NY
02.1998 - 08.2006
- Provided optimal healthcare to several patients in the comfort of their homes
- Monitored vital signs, administered medications, and kept up-to-date records of patient's progress
- Reported any changes in a patient's mental or physical health and addressed the situation appropriately
- Supported patients with activities of daily living (ADLs)
- Provided assistance with daily grooming and bathing activities including light housekeeping
- Provided transportation to appointments and social activities.
Education
GED -
Dekalb Voc School - Clarkston, GA
11.1999
Skills
- Data Entry
- Appointment Scheduling
- Complaint resolution
- Call Management
- Product Knowledge
- Active Listening
- Scheduling
- Account updating
- Customer Service
- Guest Service
- Front Office
- Reception
- Hoyer Lift
- Night Audit
- Meal Preparation
- Vital Signs
- Salesforce
- Customer service
- Sales
- Google Suite
- Typing
- Front desk
- Home care
- Conflict management
- Home health
- Communication skills
- Care plans
- Home & community care
- Clerical experience
- Microsoft Excel
- Vital signs
- Cash handling
- Guest services
- Cash register
- Leadership
- Hospitality
- Hotel experience
- Senior care
- Personal assistant experience
- CRM software
- Windows
- Help desk
- Driving
- Technical support
- Complaint Handling
- Critical Thinking
- De-Escalation Techniques
- Multi-line phone talent
- [Software] CRM system proficiency
- Medical terminology knowledge
- Clerical Support
- Problem-solving abilities
- Technical Support
- Proofreading
- Professional telephone demeanor
- Coordination
- Filing
- Microsoft PowerPoint
- Problem Resolution
- Computer Proficiency
- Microsoft Office Suite
- Call center experience
- Prioritization
Certification
- Driver's License
- First Aid Certification
- CPR Certification
Timeline
Caregiver/Personal Assistant
DIVINE HEALTHCARE SERVICES - Atlanta, GA
05.2023 - 08.2023
Remote Customer Service Representative
Novo Nordisk, Inc. - USA
12.2021 - Current
Night Auditor/Front Desk Clerk
Quality Inn and Suites - College Park, GA
10.2018 - 12.2021
Night Auditor
Studio 6 Extended Stay - Tucker, GA
06.2017 - 09.2018
Customer Service Representative/Call Center
Comcast - Rochester, NY
06.2012 - 05.2017
Crew Member
Association for the blind and visually impaired - Rochester, NY
01.2010 - 04.2012
Customer Service Clerk
KROGERS - Stone Mountain, GA
09.2006 - 11.2009
Home Health Aide
Via Health - Rochester, NY
02.1998 - 08.2006
GED -
Dekalb Voc School - Clarkston, GA
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