Thelma Miller
Centerville,TN
Summary
Adept at navigating high-stress environments, I enhanced customer loyalty and team efficiency during my tenure at Sole Supports. Leveraging exceptional problem-solving and active listening skills, I successfully resolved complex customer issues, contributing to a significant increase in repeat business. My expertise in data entry and commitment to professional development underscore my ability to deliver superior service and support.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Sole Supports
08.2019 - 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
CNA
Tristar Horizon Hospital
Dickson, TN
08.2015 - 08.2019
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- 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.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Followed directions of licensed nurses to administer medications and treatments.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
Resident Assistant
The Ranch Treatment Center
Pinewood Tn
05.2013 - 08.2015
- Attended, participated, and contributed to monthly staff meetings addressing resident needs.
- Served as an approachable resource for residents seeking advice or assistance with personal or academic issues.
- Responded to room transfers, incident reports, and maintenance requests.
- Managed front desk operations during assigned shifts, assisting visitors with inquiries while maintaining accurate records of residence hall activities.
CNA
Life Care Center
Centerville Tn
03.2012 - 03.2013
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted patients with daily living activities, promoting independence and dignity.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- 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.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Corrections Officer
Hickman County Sheriff's Department
Centerville Tn
01.2011 - 01.2012
- Enhanced facility safety by conducting thorough security checks and monitoring inmate activities.
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Reduced inmate altercations by maintaining consistent enforcement of rules and regulations.
- Supported successful emergency response efforts by participating in regular drills and training exercises.
CNA
Hickman Community Nursing Home
01.2005 - 01.2011
- 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.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- 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.
- Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
Education
Diploma -
Faith Apostolic
Fairview06.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Order Processing
- Team Development
- Documentation
Timeline
Customer Service Representative
Sole Supports
08.2019 - Current
CNA
Tristar Horizon Hospital
08.2015 - 08.2019
Resident Assistant
The Ranch Treatment Center
05.2013 - 08.2015
CNA
Life Care Center
03.2012 - 03.2013
Corrections Officer
Hickman County Sheriff's Department
01.2011 - 01.2012
CNA
Hickman Community Nursing Home
01.2005 - 01.2011
Diploma -
Faith Apostolic