Sykeema Tucker
Lakewood,NJ
Overview
15
15
years of professional experience
1
1
Certification
Work History
Call Center Representative for Abbvie
Conduent Inc
Remote
06.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Clinical Care technician
Community medical center
Toms river, NJ
04.2023 - 08.2024
- Increased efficiency in the department by effectively managing multiple tasks such as specimen collection, wound care, and IV maintenance.
- Reduced medical errors by meticulously maintaining a clean and organized workspace, adhering to proper sterilization techniques for equipment.
- Educated patients about their treatment plans, answering questions clearly and providing necessary support resources for continued success at home.
- Facilitated seamless transitions of care between departments by thoroughly communicating pertinent patient information to colleagues during handoffs or transfers.
- Contributed to a positive team environment by collaborating closely with nursing staff and other healthcare professionals to deliver high-quality patient care.
- Provided diligent post-operative care, closely monitoring patients for signs of complications while ensuring their comfort during recovery periods.
- Served as a trusted mentor and preceptor for new Clinical Care Technicians joining the team, sharing knowledge and best practices while promoting ongoing professional development.
- Developed strong rapport with diverse patient populations, fostering trust and open communication to better meet individualized healthcare needs.
- Improved patient satisfaction scores by providing compassionate care, listening attentively to concerns, and promptly addressing any issues.
- Maintained strict compliance with HIPAA guidelines and institutional policies regarding patient confidentiality while handling sensitive personal information responsibly.
- Participated in interdisciplinary team meetings, contributing valuable insights from direct patient care experiences to inform treatment decisions and care plans.
- Enhanced patient care by efficiently conducting vital sign assessments and recording accurate data in electronic health records.
- Streamlined patient flow by efficiently managing room assignments, bed turnover, and accommodating special requests or needs when possible.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Monitored patient vital signs, lab results and other indicators of health.
- Maintained accurate patient charts and medical records.
- Cared for patients by providing personal assistance and ambulation.
call center rep-work from home
Horizon BCBS of NJ
Wall, NJ
06.2020 - 10.2021
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Direct Support Professional
SERV Behavioral Health System, Inc.
Princeton, NJ
10.2016 - 04.2020
- Assisting with ADL’s, medication administration, toileting, showering, dr appts, preparing meals
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Assisted disabled clients to support independence and well-being.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
Billing/Customer Service
Pathology Solutions
Eatontown, NJ
06.2010 - 08.2015
- Received card payments, answering calls, fixing denied claims, verifying insurance information, filing
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
Education
Lpn -
Ocean County Vocational-Technical School
Skills
- EMR experience
- Problem-solving skills
- Data entry
- Customer service
- Call center customer service
- Ability to multitask effectively
- Team player
- Ability to work independently effectively
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Complaint resolution
- Payment processing
- Calm disposition
- Building rapport
- Quality control
- Customer relationship management
- Cash handling
- Logging call information
- Interpersonal skills
- System documentation
- Documentation and reporting
- CRM navigation
- Proficient in software
- Performance monitoring
- Script adherence
- Calm and professional under pressure
- Understanding customer needs
- Microsoft office
- MS office
- Flexible
Certification
- Driver's License
- BLS
Timeline
Call Center Representative for Abbvie
Conduent Inc
06.2024 - Current
Clinical Care technician
Community medical center
04.2023 - 08.2024
call center rep-work from home
Horizon BCBS of NJ
06.2020 - 10.2021
Direct Support Professional
SERV Behavioral Health System, Inc.
10.2016 - 04.2020
Billing/Customer Service
Pathology Solutions
06.2010 - 08.2015
Lpn -
Ocean County Vocational-Technical School