SIERRA JORDAN
Indianapolis,IN
Summary
Customer Service and Home Health professional with over 10 years of experience. Ability to build strong rapport with clients and coworkers based on knowledge, professionalism and integrity. Broad knowledge of diverse cultures. Expert in using computer database and personal resources to help clients.
Amicable call center professional thriving in fast-paced customer service settings. Offering exceptional strengths and knowledge of.
Poised customer service and healthcare personnel offering over 10 years of experience in customer service & healthcare many sectors. Dynamic professional with mentoring and coaching skills. Committed to finding effective solutions that improve customer relationships.
Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in customer service and healthcare solutions.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Friendly and efficient customer service and healthcare devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding customer service and healthcare standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Motivational Team Leader skilled in designing and following production schedules. Offers proven history of maximizing team productivity to meet targets. Dedicated to employee safety and proactive assignment, schedule, and personnel management.
Energetic professional with several years of experience in industry. Punctual employee dedicated to following safety procedures and protocols to avoid mishaps. Considered valuable and hardworking employee by supervisors and peers.
Overview
19
19
years of professional experience
Work History
Team Leader
Renaissance Life & Health
Indianapolis, IN
10.2022 - Current
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Oversaw training and development programs to enhance team skills and knowledge.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Maintained positive working relationship with fellow staff and management.
- Monitored operations and reviewed records and metrics to understand company performance.
Customer Service Representative
Anthem
Indianapolis, IN
05.2021 - 02.2022
- Assisted inbound callers with questions about their policies such as medical benefits and claims. Assisted with online payments and finding a In Network provider in their area
- Answered incoming telephone calls to provide store, products and services information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Exceeded company productivity standards on consistent basis.
- Improved customer service wait times to mitigate complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Reviewed account and service histories to identify trends and resolve issues.
- Explained benefits, features and recommendations to maximize client retention.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Made outbound calls to obtain account information.
- Upheld privacy and security requirements for customer information.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Educated customers on special pricing opportunities and company offerings.
Patient Care Technician
Community Health Network
Indianapolis, IN
02.2020 - 05.2021
- Patient Care Technician that handled the needs and wants of patients while in a inpatient hospital setting.
- Assisted with patient admissions, discharges and transfers.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Responded to bell or light signal calls to assist patients with needs.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Restocked unit frequently with necessary medical supplies.
- Provided ambulatory care by transporting patients to and from facility.
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
- Notified senior staff of patient emergencies to optimize outcomes.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals when necessary.
- Kept instruments and equipment clean and sanitized.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
- Promoted patient satisfaction by assisting with bathing, dressing, toileting and exercising.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
- Collected several samples to complete several tests for patient, checking for changes that indicated potentially dangerous conditions.
Supervisor
Sierra’s Love Home Health
Indianapolis, IN
05.2014 - 02.2020
- Followed care plan and directions to administer medications.
- Laundered clothing and bedding to prevent infection.
- Maintained clean and well-organized environment for client happiness and safety.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals when necessary.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Improved patient outlook and daily living through compassionate care.
- Assisted with meal planning to meet nutritional plans.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Reported concerns to nurse supervisor to promote optimal care.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Built strong and trusting rapport with clients and loved ones.
- Assisted patients with bladder and bowel needs by helping to restroom.
- Communicated client project requirements to vendors and contractors to ensure client satisfaction.
- Assisted patients with closely monitoring conditions and safety.
- Cared for wounds by changing bandages, dressings and binders to promote healing.
- Changed bed linens, made bed and laundered soiled linens to keep patients' bed clean.
- Checked mail, shopped for groceries and handled bill payments.
- Liaised between doctors and patients about care plans, progress and changing health conditions.
- Coached patients on at-home care, adjusting plans and schedules based on patient conditions, needs and overall health.
- Monitored health and well-being of clients and reported significant health changes.
- Led physical therapy activities such as exercises and nutrition to help patients regain range of motion, build muscle and heal injuries.
- Worked with patients and families to design meal, rehabilitation and other plans for long-term success.
- Prepared food and helped patients eat to support healthy nutrition.
- Educated families and patients on potential plans for patient care, including many and multiple options.
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Organized special events such as company picnics or holiday parties for employees.
- Created new strategies for improving customer service standards within the organization.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Responded to customer questions regarding products, prices and availability.
- Negotiated with vendors and suppliers to secure advantageous terms and pricing.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Trained new employees on company policies, job duties, and performance expectations.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Monitored operations and reviewed records and metrics to understand company performance.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Home Health, Right at Home
Indianapolis, IN
01.2010 - 04.2012
- Provided personal needs and care for clients that included hygiene, light housekeeping, meal prep, medication reminders, errands
Caregiver
Home Services Unlimited
Indianapolis, IN
02.2008 - 02.2010
- Provided needs and wants of clients which included hygiene, oral, meal prep, medication reminder and light housekeeping.
Customer Service Representative
Teleperformance
Fishers, IN
08.2007 - 08.2008
- Maintained customer care in an incoming call center environment
- Used a computer database to provide customer information and update accounts
- Provided clients with feedback and solutions.
Customer Service
Kohl's Southport
Indianapolis, IN
11.2005 - 12.2007
- Monitored store inventory and maintained cleanliness of the store
- Maintained a cash draw on a daily basis
- Established relationships with customers and assisted with questions they may have had
CurrentHome Health, Sierra's Love
Indianapolis, IN
08.2012
- Provides needs and wants for clients which includes hygiene, medication reminder, meal prep, light housekeeping doctors appointments & much more.
Microsoft
- Word
- Customer Relations
- Inventory
- Bilingual
- Display setup
- Complex problem solving
- Data entry
- Critical thinking
- Active listening
Education
High School Diploma -
Broad Ripple High School
05.2006
Skills
- Efficient and Detail-Oriented
- [Industry] Regulations Knowledge
- Customer Account Management
- Customer Relations
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Creative Problem Solving
- Customer Service
- Microsoft Office Expertise
- Courteous Demeanor
- Conflict Mediation
- Problem-Solving Abilities
- Understanding Customer Needs
- Verbal and Written Communication
- Building Customer Trust and Loyalty
- High-Energy Attitude
- Responding to Difficult Customers
- Data Entry and Maintenance
- Credit Card Payment Processing
- Multitasking and Prioritization
- Data Entry
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Adaptive Team Player
- Product Organization
- Inbound and Outbound Calling
- Coaching
- Mentoring
- Quality Improvement
- Documentation And Reporting
- Technical Support
- Client Service
- Complaint resolution
- Key Performance Indicators
- Issue Resolution
- Leadership
- Staff Training
- Goal Setting
- Performance Improvement
- Conflict Resolution
- Giving Constructive Feedback
- Coaching and Mentoring
- Problem-Solving
- Analytical Thinking
- Teamwork and Collaboration
- Team motivation
- Attention to Detail
- Call Center Operations
- Onboarding and Orientation
- Call Management
- Performance monitoring
- Quality Control
Timeline
Team Leader
Renaissance Life & Health
10.2022 - Current
Customer Service Representative
Anthem
05.2021 - 02.2022
Patient Care Technician
Community Health Network
02.2020 - 05.2021
Supervisor
Sierra’s Love Home Health
05.2014 - 02.2020
CurrentHome Health, Sierra's Love
08.2012
Home Health, Right at Home
01.2010 - 04.2012
Caregiver
Home Services Unlimited
02.2008 - 02.2010
Customer Service Representative
Teleperformance
08.2007 - 08.2008
Customer Service
Kohl's Southport
11.2005 - 12.2007
Microsoft
High School Diploma -
Broad Ripple High School