Talicia Pass
Atlanta,Georgia
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. 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
11
11
years of professional experience
Work History
Customer Service Rep 1 & Clinic
Fulton County Board of Health WIC
06.2021 - Current
- Company Overview: Oak Hill Child, Adolescent, & Family Center
- Work and Communicate with the general public
- Processes information
- Client Intake/Recertification
- Issue WIC Benefits
- Scheduling
- Updates client profiles
- Completes data collection and entry into GA-WIC System
- Educates clients on WIC rights and responsibilities and use of benefits
- Mail/Issue WIC cards
- Volunteer w/ WIC Outreach Program
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Met customer call guidelines for service levels, handle time and productivity.
Internship Student
Grady Health System
08.2020 - 05.2021
- Company Overview: Emergency/Marcus Trauma Center
- Medical liaison for medical team and family
- Epic Training
- Coordinated transportation through Grady Zoll Transportation/Southeastern Transportation
- Provided Discharge Planning for many levels of care
- Provided support in crisis and emergency patient situations
- Counseled clients and family members during difficult times
- Emergency/Marcus Trauma Center
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Developed therapeutic relationships with diverse patient populations, building trust and rapport while maintaining professional boundaries.
- Facilitated patient transitions from hospital to home or other care settings, ensuring a smooth and supportive process.
- Assessed psychosocial needs of patients with various health conditions, tailoring interventions to address specific challenges.
Intern
Emory Dialysis Center at Greenbriar
08.2019 - 05.2020
- Complete Comprehensive Social Service Patient Assessment and Annual/ 90-day KDQOL
- Create a Resource Board for Patients
- Attended the Georgia Council of Nephrology Social Workers Meeting
- Participated in Patient Focus Groups (Lobby Day)
- Completed Standing Order Forms (Southeast Trans)
- Logged patients’ personal information and lab results
- Call patients for Wellness Checks
- Assist Social Worker in Transplant Referrals
- File/Type/Fax Client Personal Information
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Assessed psychosocial needs of patients with various health conditions, tailoring interventions to address specific challenges.
- Provided supportive counseling sessions addressing grief, loss, adjustment to illness, caregiver burden, depression or anxiety.
- Enhanced patient care by conducting comprehensive biopsychosocial assessments and developing individualized care plans.
- Maintained client reports to track client progress, record interventions and provide relevant data for analysis.
- Conducted ongoing evaluations of patients'' progress towards their identified goals, adjusting interventions as needed to maximize effectiveness.
Merchandise Handler
JCPenney Logistic Center
06.2016 - 01.2019
- Processed incoming shipments quickly to ensure timely availability of new products on the sales floor.
- Maximized storage space efficiency within the stockroom by organizing products according to category and size dimensions.
- Kept work areas neat, clean and free from debris.
- Picked and packed order items.
- Utilized available technology tools such as handheld devices or software programs for efficient merchandise scanning, data entry, or retrieval tasks when necessary.
- Expedited restocking process during high-volume periods for maintaining optimal shelf levels at all times.
- Managed product returns efficiently to minimize loss and maintain an organized backroom area.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Marked stock with identification tags and labels to outline information such as storage locations.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
Student Assistant
Paine College
01.2014 - 01.2016
- Performed clerical tasks such as photocopying, scanning documents efficiently while maintaining confidentiality when necessary.
- Mail Pickup
- Provided excellent customer service to students and staff at the front desk, addressing inquiries and concerns promptly.
- Greeted incoming office visitors, answered questions, and directed individuals to office locations.
- Enhanced office efficiency by organizing and maintaining files, records, and resources.
- Helped with administrative support by managing incoming calls, coordinating files, and sorting mail.
- Supported administrative staff with data entry tasks, ensuring accuracy in record-keeping systems.
Education
Master of Social Work - Social Work
Clark Atlanta University
Atlanta, GA05.2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
Awards
- Dean’s Fellow Scholarship, 2018-2019
- Phi Alpha Honor Society, 2018-2019
References
Available upon request
Affiliations
- Alpha Kappa Alpha Sorority Incorporated
Timeline
Customer Service Rep 1 & Clinic
Fulton County Board of Health WIC
06.2021 - Current
Internship Student
Grady Health System
08.2020 - 05.2021
Intern
Emory Dialysis Center at Greenbriar
08.2019 - 05.2020
Merchandise Handler
JCPenney Logistic Center
06.2016 - 01.2019
Student Assistant
Paine College
01.2014 - 01.2016
Master of Social Work - Social Work
Clark Atlanta University
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