Tonya Verma
Broken Arrow
Summary
Compassionate Call Center Representative with strong problem-solving skills and a commitment to enhancing customer satisfaction. Experienced in appointment scheduling and efficient data entry.
Results-driven representative known for exceptional customer service and compassionate care. Proven ability to resolve inquiries and train new staff to improve team performance, aiming to foster positive patient experiences.
Overview
15
15
years of professional experience
Work History
Call Center Representative
Neuropathy Treatment Clinic of Oklahoma
Tulsa, OK
10.2018 - 04.2025
- Managed high-volume inbound calls, addressing patient inquiries and concerns efficiently.
- Documented patient interactions in electronic health record systems for accurate information tracking.
- Collaborated with healthcare staff to ensure seamless appointment scheduling and follow-up communications.
- Trained new representatives on call protocols and customer service best practices to improve team performance.
- Developed scripts and FAQs to enhance response accuracy and consistency during patient interactions.
- Analyzed common patient issues to recommend process improvements, enhancing overall operational efficiency.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Hospice Aide
Compassus Hospice And Palliative Care
Owasso, OK
06.2016 - 10.2018
- Provided compassionate personal care to patients, enhancing comfort and quality of life.
- Assisted with daily living activities, ensuring patient dignity and independence.
- Collaborated with healthcare teams to develop and implement personalized care plans.
- Monitored patient conditions, reporting changes to nursing staff for timely interventions.
- Educated families on caregiving techniques and available resources for support.
- Maintained accurate documentation of patient care activities in compliance with regulatory standards.
- Trained new staff on best practices in hospice care and safety protocols.
- Developed strong therapeutic relationships with patients and their families based on trust, empathy, active listening skills, and open communication.
- Enhanced patient comfort by providing compassionate, individualized care and addressing specific needs.
- Protected privacy and delivered comfort to preserve dignity of dying patient and family members.
- Comforted family members, offered attentive listening and high level of emotional support.
- Checked and recorded vital signs, noting any significant changes and assisted nurses with treatment.
- Assisted patients in achieving optimal mobility by supporting them during transfers, ambulation, and positioning activities.
Hospice Aide
Rivercross Hospice
Tulsa, OK
03.2010 - 06.2016
- Implemented process improvements to enhance workflow efficiency within the caregiving team.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Reduced patient anxiety and stress by offering a calm, reassuring presence during difficult emotional moments or periods of physical discomfort.
- Enabled family members'' involvement in the hospice experience through effective communication and emotional support.
- Collaborated with interdisciplinary team members to develop personalized care plans tailored to each patient''s unique requirements.
Education
High School Diploma -
Mounds High School
Mounds, OKSkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Appointment scheduling
- Training experience
- Document scanning
Timeline
Call Center Representative
Neuropathy Treatment Clinic of Oklahoma
10.2018 - 04.2025
Hospice Aide
Compassus Hospice And Palliative Care
06.2016 - 10.2018
Hospice Aide
Rivercross Hospice
03.2010 - 06.2016
High School Diploma -
Mounds High School