Stacie R. Underwood
Customer Service Representative
Buckeye,AZ
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 and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Customer Care Representative
CVS Caremark
Phoenix, AZ
07.2018 - 05.2021
- Handles a high volume of inbound calls. Manages emails, faxes, or written letters Multi-task and toggles between numerous computer applications while simultaneously on a phone call with a Customer. PC proficiency in Windows-based applications and internet skills.
- Ensure questions and issues are resolved both promptly and accurately and in a manner that participants are able to understand thoroughly. Efficiently gathering information assessing and fulfilling the caller’s needs and providing education.
- Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Explained charges, fees, terms of sales and service agreements to over 100 customers daily.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
DIalysis Technician/Preceptor/Patient Education
Fresenius Medical Care
Phoenix, AZ
01.2013 - 07.2018
- Prepares employee work schedule according to patients needs. Welcome new patients (Patient Education). Educate new patients on how the dialysis process works, educate patients on coming to their treatment as scheduled, how to stay healthy, and answer any questions or concerns.
- Precept new hires according to policy and procedures. Sets up and operates hemo-dialysis machines to provide dialysis treatment for patients with kidney failure.
- Attaches dialyzer and tubing to machine to assemble for use. Transports patients to dialysis room and positions patient on lounge chair at hemodialysis machine. Clean area of access, using antiseptic solution. Connects hemo-dialysis machine to patient’s forearm or catheter site to start blood circulating through dialyzer. Inspects venous and arterial pressures as registered on equipment to ensure pressures are within established limits.
- Calculates fluid removal or replacement to be achieved during dialysis procedure. Monitor's up tp 5 patient's for adverse reaction and hemodialysis machine for malfunctions. Takes and records patient post dialysis weight, temperature, blood pressure, pulse rate, and respiration rate.
- Inventoried, ordered, and restocked equipment and supplies needed for hemodialysis treatment.
- Followed directions when mixing dialysate and priming dialyzer with saline or heparinized solutions.
- Started and ended reverse osmosis water systems and completed water quality monitoring tests.
- Performed routine quality control and safety checks on all equipment.
- Administered medication such as Heparin, oxygen, anesthetic, and saline as needed.
- Provided consultation to patients on community support programs, ambulatory treatment options, or termination of treatment.
Dialysis Technician
DaVita Dialysis
Phoenix, AZ
09.2010 - 12.2012
- Transport patient to dialysis clinical area and position patient onto lounge chair. Record patients predialysis weight, temperature, blood pressure and pulse rate. Cleans area of access using antiseptic solution by following infection control protocols. Connects hemo-dialysis machine to patient access (Fistula Graft or Catheter). Inspects equipment settings to ensure safety standards.
- Monitor patients for adverse reactions. Check patients end of treatment and making sure they are feeling well after dialysis. Clean equipment and area for the next patient.
- Used Chairside Snappy to chart patients' progress and update departmental records with data according to healthcare documentation regulation.
- Administered medication such as Heparin, oxygen, anesthetic, and saline as needed.
Dialysis Technician
Midwest Dialysis
Milwaukee, WI
01.2010 - 08.2010
- Sets up and prepare hemodialysis machine for dialysis treatment Mixes dialysate, prime dialyzer with saline or heparinized solution.
- Takes and records patients weight, temperature, blood pressure and pulse rate. Cleans area of access(fistula, graft or catheter) using antiseptic solution. Connect hemodialysis machine to patient access. Observe the patient during treatment Administer local anesthetic and drugs under nurse supervision.
- Administered medication such as Heparin, oxygen, anesthetic, and saline as needed.
- Recorded client data on hemodialysis flow chart.
Education
High School Diploma -
Stay Senior Institute
MIlwaukee, WI 06.1999 - 10.2000
Skills
Documentation and reporting
Inbound Customer Service
Receiving support
Staff education and training
Service standard compliance
Multi-line phone talent
Professional telephone demeanor
Medical terminology knowledge
Timeline
Customer Care Representative
CVS Caremark
07.2018 - 05.2021
DIalysis Technician/Preceptor/Patient Education
Fresenius Medical Care
01.2013 - 07.2018
Dialysis Technician
DaVita Dialysis
09.2010 - 12.2012
Dialysis Technician
Midwest Dialysis
01.2010 - 08.2010
High School Diploma -
Stay Senior Institute
06.1999 - 10.2000