Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Victoria Lovett

Double Springs,AL

Summary

Dynamic and results-driven professional with experience at GWT2 Energy, excelling in call center operations and customer communications. Proven ability to enhance customer satisfaction through effective problem-solving and empathetic interactions. Skilled in data entry and quality assurance, consistently meeting performance targets while fostering a positive team environment.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Call Center Agent

GWT2 Energy
02.2024 - Current
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
  • Resolved customer issues promptly, ensuring satisfaction and loyalty.

CNA

Hendrix Health and Rehabilitation
12.2012 - 05.2024
  • 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.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • 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.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • 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.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • 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.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Facilitated personal hygiene management, feeding and ambulation.

Education

Winston County High School
Double Springs, AL

Skills

  • Call center operations
  • Customer communications
  • Payment processing
  • Team development
  • Technical support
  • Data entry
  • Problem-solving skills
  • Typing speed
  • Answering questions
  • Quality assurance
  • System documentation
  • Inbound call reception

Certification

  • Certified Nursing Assistant, Hendrix Health and Rehabilitaion - 2012-Current

Interests

  • Fundraising Events
  • Creating digital artwork using software like Photoshop, Illustrator, or Procreate
  • Volunteering at local animal shelters and rescue organizations

Timeline

Call Center Agent

GWT2 Energy
02.2024 - Current

CNA

Hendrix Health and Rehabilitation
12.2012 - 05.2024

Winston County High School

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Victoria Lovett