Tottieana Young
Missouri
Summary
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.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
HealthMark Group
07.2023 - 03.2025
- Managed challenging behaviors effectively using de-escalation techniques, ensuring the safety of all parties involved.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Helped patients move in and out of beds, baths, wheelchairs, and automobiles.
- Completed regular check-ins and progress report for each client.
- Recorded status and duties completed in logbooks for management.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Supported the smooth operation of the facility by performing light housekeeping tasks such as laundry services and meal preparation as needed.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Developed strong relationships with patients by displaying empathy and genuine concern for their well-being, leading to increased satisfaction scores from both patients and families.
- Facilitated social interactions among residents through group activities and outings, fostering a sense of community within the facility.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Monitored expiration of medical supplies and medications.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Customer Service Representative
MTM Transportation
03.2021 - 04.2023
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Assistant Manager
Family Dollar
05.2019 - 02.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Care Aide
Brookdale Senior Living Facility
08.2015 - 03.2019
- Managed challenging behaviors effectively using de-escalation techniques, ensuring the safety of all parties involved.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Helped patients move in and out of beds, baths, wheelchairs, and automobiles.
- Completed regular check-ins and progress report for each client.
- Recorded status and duties completed in logbooks for management.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Supported the smooth operation of the facility by performing light housekeeping tasks such as laundry services and meal preparation as needed.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Developed strong relationships with patients by displaying empathy and genuine concern for their well-being, leading to increased satisfaction scores from both patients and families.
- Facilitated social interactions among residents through group activities and outings, fostering a sense of community within the facility.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Monitored expiration of medical supplies and medications.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Education
Diploma - N/A
Ruskin High School
Kansas City, MO05.2018
Skills
- Customer service
- Care Giving
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Appointment scheduling
- Leadership/Management
- Work from home/Remote
- Teamwork
Timeline
Customer Service Representative
HealthMark Group
07.2023 - 03.2025
Customer Service Representative
MTM Transportation
03.2021 - 04.2023
Assistant Manager
Family Dollar
05.2019 - 02.2021
Care Aide
Brookdale Senior Living Facility
08.2015 - 03.2019
Diploma - N/A
Ruskin High School
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