Tabitha Potter
Summary
Driven professional with a proven track record at Pearl Interactive Network, excelling in high-volume call centers and customer service. Skilled in leveraging computer skills and complaint handling to enhance customer satisfaction and efficiency. Demonstrated ability to improve first-call resolution rates significantly, embodying a customer-focused approach and a commitment to data security and privacy. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Successful CSR with 2years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
11
11
years of professional experience
Work History
Inbound Customer Service Representative
Pearl Interactive Network
07.2022 - 09.2024
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Dual CSR answering both Martketplace (Affordable Care Act) and Medicare inbound calls with excellent customer service and accuracy.
- Upheld data security standards while documenting customer interactions within the company's program, ensuring accuracy and confidentiality.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Protected both PHI (Personal Health Information) and PII (Personal Identifying Information) by passing disclosure/ authorization, ensuring security amongst the callers and being compliant with HIPAA (Health Insurance Portability and Accountability Act).
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Supported new hire training initiatives through mentorship and shadowing opportunities that fostered an environment conducive to learning and growth for colleagues entering the role of Inbound Customer Service Representative.
Certified Nursing Assistant
Pikeville Medical Center
04.2018 - 07.2022
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
Certified Nursing Assistant
Landmark of Elkhorn City
08.2016 - 03.2018
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Cashier
Velocity Market
05.2013 - 07.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
Education
Associate of Arts - Nursing
Big Sandy Community And Technical College
Pikeville, KY05.2016
High School Diploma -
East Ridge High School
Ferrals Creek, KY 05.2013
Skills
Inbound sales
High-volume call centers
Computer Skills
Call center experience
Customer Focus
Complaint Handling
Typing Speed
Call Management
Call Center Operations
Call management software
Telemarketing expertise
Knowledgebase software
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Inbound Customer Service Representative
Pearl Interactive Network
07.2022 - 09.2024
Certified Nursing Assistant
Pikeville Medical Center
04.2018 - 07.2022
Certified Nursing Assistant
Landmark of Elkhorn City
08.2016 - 03.2018
Cashier
Velocity Market
05.2013 - 07.2016
Associate of Arts - Nursing
Big Sandy Community And Technical College
High School Diploma -
East Ridge High School
Similar Profiles
Cordeja JenkinsCordeja Jenkins
Customer Service Advisor at Pearl Interactive NetworkCustomer Service Advisor at Pearl Interactive Network
Jennifer GarberJennifer Garber
Customer Service Representative at Pearl Interactive NetworkCustomer Service Representative at Pearl Interactive Network
Daryl HornDaryl Horn
CSR at Pearl Interactive NetworkCSR at Pearl Interactive Network
Andrea MccloudAndrea Mccloud
Customer Service Representative 2 at Pearl Interactive NetworkCustomer Service Representative 2 at Pearl Interactive Network
Carolyn RaileyCarolyn Railey
Remote Inbound Customer Service Representative II at HumanaRemote Inbound Customer Service Representative II at Humana