TOMIKA ALEXANDER
Temple,TX
Summary
Results-driven professional with a strong work ethic and exceptional communication skills. Proven track record in quickly adapting to new environments and enhancing team performance. Experienced Customer Service Representative skilled in resolving inquiries and improving customer satisfaction through effective problem-solving. Committed to continuous learning and sharing best practices to drive organizational success.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
SCOTT AND WHITE HOSPITAL
Temple, TX
09.2021 - 06.2025
- Resolved complex customer inquiries and complaints, ensuring timely solutions and satisfaction.
- Gathered and analyzed customer feedback to enhance service quality.
- Maintained professionalism while de-escalating tense situations, fostering positive interactions.
- Provided frontline support via calls and emails for product and service transactions.
- Collaborated with departments to address customer needs effectively.
- Demonstrated strong communication skills in complaint resolution and problem-solving.
- Answered inquiries accurately regarding products and services to assist customers.
- Delivered exceptional service to cultivate long-term customer loyalty.
CNA
HEAVENLY HELPERS HEALTHCARE
Temple, TX
02.2021 - 09.2021
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Reported changes in patient condition to registered nurse or physician.
- Transported patients to treatment units, using wheelchair or stretcher.
In-Home Caregiver
CNA-ACCENT CARE
Waco, Texas
12.2018 - 08.2019
- Provided personal care and companionship to elderly individuals in their homes.
- Assisted with activities of daily living, including bathing, dressing, grooming, toileting, and eating.
- Transported clients to medical appointments or recreational activities.
- Performed light housekeeping tasks such as laundry, dusting and vacuuming.
- Assisted clients with prescribed exercises.
- Planned nutritious meals and snacks according to dietary guidelines.
- Organized client medications for timely administration.
- Monitored vital signs and reported changes to the appropriate personnel.
- Observed physical and mental condition of clients and reported any changes to supervisor.
- Encouraged social interaction among clients through conversation or participation in activities.
- Accompanied clients on errands or outings for shopping or leisure activities.
- Provided emotional support by listening attentively to concerns expressed by clients.
- Responded promptly to emergency situations in a calm manner.
- Developed relationships with family members and caregivers of clients.
- Maintained accurate records of services provided and other relevant information.
- Adhered to safety standards while providing care in the home setting.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
Customer Service Representative
TELETECH
Temple, TX
09.2017 - 10.2018
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Representative
CNA-WESTON INN, CNA
Temple, Texas
03.2015 - 12.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
CNA
REGENCY MANOR NURSING REHABILITATION
Temple, Texas
09.2015 - 11.2015
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Reported changes in patient condition to a registered nurse or physician.
- Transported patients to treatment units, using a wheelchair or stretcher.
Operator/Dispatcher
POP-A-LOCK
Temple, Texas
09.2013 - 06.2014
- Received and dispatched calls for emergency services.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
- Updated records of driver locations, delays, and cancellations.
- Created daily reports detailing response times, call volumes, and other pertinent information.
CNA / Caregiver
LAKEWAY HOME HEALTH
Temple, Texas
12.2012 - 10.2013
CNA
TEMPLE LIVING CENTER WEST
Temple, Texas
07.2011 - 12.2012
- Highly skilled in providing personal care to residents with grooming, cleaning, preparing meals and personal hygiene needs.
- Good aptitude in understanding the importance of verbal and nonverbal communications.
- Very familiar with medical terms, infection control standards, as well as HIPAA regulations.
- Maintain records of services performed and of apparent condition of patient.
- Assist patient into and out of bed, automobiles, or wheelchair, to lavatory, and up and down stairs.
- Inventory and ordering.
- Charting.
- Keep records and files updated ensuring outdated information is purged.
- Operate multiple lines and transfer calls to correct individuals or nursing station.
- Meet and greet resident's family and friends that come to the facility.
- Put admit folders together for new residents.
- Manage trust fund for residents and accept money for resident's bills and write receipts.
- Prepare correspondence and reports using Microsoft Word.
Education
BACHELOR OF ADMINISTRATIVE STUDIES - HUMAN RESOURCES MANAGEMENT
Strayer University
Washington, DC09.2024
Certified Medical Assistant -
Cybertex Institute of Technology
Killeen, TX12.2021
BLS - AHA -
01.2019
HIPAA/OSHA - CIT -
01.2019
CNA CERTIFICATION -
01.2019
BARBRA -
Bee's CNA School
Temple, Texas01.2010
Skills
- Decision-making and planning
- Customer service excellence
- Data management
- Reliability and positivity
- Relationship building
- Critical thinking and analysis
- Problem resolution
- Flexibility and adaptability
- Time management
- Active listening
- Team collaboration
- Prioritization skills
- Microsoft Outlook proficiency
- Adaptive team player
- Call center experience
- Follow-up skills
- Assertiveness
- Script adherence
- Calm demeanor
- Computer proficiency
- System implementation and calendaring
- eMail management
Timeline
Customer Service Representative
SCOTT AND WHITE HOSPITAL
09.2021 - 06.2025
CNA
HEAVENLY HELPERS HEALTHCARE
02.2021 - 09.2021
In-Home Caregiver
CNA-ACCENT CARE
12.2018 - 08.2019
Customer Service Representative
TELETECH
09.2017 - 10.2018
CNA
REGENCY MANOR NURSING REHABILITATION
09.2015 - 11.2015
Customer Service Representative
CNA-WESTON INN, CNA
03.2015 - 12.2016
Operator/Dispatcher
POP-A-LOCK
09.2013 - 06.2014
CNA / Caregiver
LAKEWAY HOME HEALTH
12.2012 - 10.2013
CNA
TEMPLE LIVING CENTER WEST
07.2011 - 12.2012
BACHELOR OF ADMINISTRATIVE STUDIES - HUMAN RESOURCES MANAGEMENT
Strayer University
Certified Medical Assistant -
Cybertex Institute of Technology
BLS - AHA -
HIPAA/OSHA - CIT -
CNA CERTIFICATION -
BARBRA -
Bee's CNA School
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