Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Taylor Willard

Pratt,KS

Summary

Dynamic Customer Service Representative at ECK Services with a proven track record in enhancing customer satisfaction through active listening and effective problem-solving. Skilled in conflict resolution and upselling, I fostered loyalty and repeat business while maintaining HIPAA compliance in patient care roles, demonstrating both compassion and critical thinking in high-pressure environments.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative

ECK Services
08.2024 - Current
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Manager

Legends Pub and Grille
08.2021 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Improved safety procedures to create safe working conditions for workers.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Improved marketing to attract new customers and promote business.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

CNA

Pratt Regional Medical Center
08.2019 - 03.2021
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
  • Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.
  • Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
  • Contributed to successful discharge planning through coordination with social services and rehabilitation facilities.

Life Skill Instructor, CNA

Arrowhead West Adult Day Services
05.2018 - 05.2019
  • Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
  • Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
  • Boosted student performance by providing individualized support and targeted feedback.
  • Initiated new learning methods, eliminating instructional gaps and improving comprehension.
  • Applied various teaching aids to minimize learning gaps and instruct and motivate students.
  • Participated in professional development opportunities to stay current on educational trends and enhance teaching effectiveness.

CNA

Wheatlands Health Care
08.2016 - 12.2018
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.

CNA

Parkwood Village
05.2017 - 08.2018
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.

CNA

Southwind Home
01.2018 - 07.2018
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.

CNA

Southwind Hospice
11.2015 - 05.2017
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.

Education

Associate of Science - Pre- Nursing

Pratt Community College
Pratt, KS
05-2017

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Relationship building
  • Computer proficiency
  • Call center experience
  • Payment processing
  • Client relations
  • Time management
  • Patient care
  • Vital signs monitoring
  • Compassion and empathy
  • HIPAA compliance
  • Compassionate communication

Certification

  • Basic Food Safety/Food Handler's Card(varies by location)-State or local public health departments, necessary in settings where food handling occurs.
  • Certified Patient Care Assistant/Associate (CPCA/CPCT/A)/Nurse Tech certification- National Healthcareer Association for various patient care roles.
  • Certified Nursing Assistant (CNA) - State Boards of Nursing.
  • First Aid Certification - American Red Cross or American Heart Association.
  • Infection Control Certificate(IC)-Various providers offer courses that certify knowledge in preventing the spread of infections within healthcare facilities.

Timeline

Customer Service Representative

ECK Services
08.2024 - Current

Manager

Legends Pub and Grille
08.2021 - Current

CNA

Pratt Regional Medical Center
08.2019 - 03.2021

Life Skill Instructor, CNA

Arrowhead West Adult Day Services
05.2018 - 05.2019

CNA

Southwind Home
01.2018 - 07.2018

CNA

Parkwood Village
05.2017 - 08.2018

CNA

Wheatlands Health Care
08.2016 - 12.2018

CNA

Southwind Hospice
11.2015 - 05.2017

Associate of Science - Pre- Nursing

Pratt Community College

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Taylor Willard