Tykeetra Washington
Jonesboro,AR
Summary
Dynamic professional with extensive experience in customer service and office management at H&R Block. Proven ability to enhance client satisfaction through effective communication and problem-solving skills. Adept at managing medications and providing emotional support, ensuring clients' needs are met while promoting independent living skills. Committed to fostering positive relationships and achieving optimal outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Direct Support Caregiver
Focus Inc
04.2024 - Current
- Assisted clients in completing activities of daily living.
- Implemented strategies to reduce challenging behaviors.
- Maintained a safe environment for the clients by monitoring their whereabouts at all times.
- Ensured that client's physical and emotional health needs were met.
- Assessed physical condition of clients regularly and reported any changes immediately.
- Monitored client behavior, documented observations, and reported any changes to supervisor.
- Promoted positive behaviors using behavior modification techniques.
- Managed medications according to physician instructions and agency protocols.
- Attended team meetings and trainings related to client care and development.
- Assisted in developing leisure time activities for the individuals served.
- Transported clients to medical appointments or other destinations as needed.
- Supported clients in developing independent living skills such as budgeting, grocery shopping, cooking.
- Supported bathing, dressing and personal care needs.
- Assisted with meal planning to meet nutritional plans.
- Reported concerns to nurse supervisor to promote optimal care.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Followed care plan and directions to administer medications.
- Provided companionship and emotional support to those in need of it.
- Participated in recreational activities with clients to enhance their quality of life.
- Communicated effectively with clients' families regarding their progress or any concerns.
- Provided daily assistance with personal hygiene and grooming needs.
Associate Team Leader/Office Manager
H&R Block
Harrisburg, AR
12.2023 - Current
- I conduct inventory, collect payments, answer incoming calls, and set appointments for clients.
- I oversee the entire office, ensuring that employees are completing their assigned tasks.
- I also prepare the office for the next business day.
- Assisted in resolving customer issues, complaints, or queries promptly.
- Monitored performance of individual team members and provided feedback.
- Created processes to ensure efficient workflow within the department.
- Ensured compliance with company policies and procedures by all staff members.
- Maintained accurate records of employee attendance, leave requests.
- Conducted regular meetings with the team to discuss progress and challenges.
- Reviewed work completed by the team for accuracy and quality assurance purposes.
- Provided guidance and support to team members on daily tasks.
Customer Service Representative
Teleperfomance (Apple)
05.2023 - 07.2023
- I troubleshooted and resolved product issues.
- I answered an average of 60 inbound calls a day, assisting customers with setting up iPads, iPhones, iPods, and AirPods.
- I answered an average of about 60 outbound calls a day, following up and assisting customers with payment on their accounts, making sure they were current.
- I also made follow-up calls to ensure assistance wasn't needed.
- Provided accurate information about products and services to customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Updated system with order specifics and customer details, preferences, and billing information.
- Promoted available products and services to customers during service, account management and order calls.
- Provided top quality control and eliminated downtime to maximize revenue.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Sagility
02.2023 - 05.2023
- At Sagility, I was responsible for reviewing and processing medical and/or hospital claims accurately and thoroughly according to the benefits and eligibility guidelines.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative
Cigna Insurance Companies
02.2023 - 05.2023
- I answered inbound calls for people aged 60 and older for medical reasons, such as Medicare and Medicaid, and assisted them with their insurance by explaining their benefits.
- I also answered outbound calls daily to follow up on their insurance, making sure all information was updated.
- Provided accurate information about products and services to customers.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Rep
Nan Mckay
07.2021 - 09.2021
- I also verified and updated customer information.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about products and services to customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries via phone, email, and chat.
Online Customer Service Rep
Ebay
01.2019 - 07.2019
- I provided helpful information, answered questions, and responded to customer complaints.
- I helped to ensure that customers were satisfied with products, services, and features.
- I focused on details and created experiences that customers love, so eBay became their online shopping destination of choice.
- Monitored incoming calls to ensure quality standards were met.
- Assisted customers with account maintenance issues such as password resets, order tracking and payment processing.
- Created detailed documentation of each customer interaction for future reference purposes.
- Analyzed customer data to identify areas of improvement in service delivery.
- Demonstrated excellent communication skills when handling difficult customer service situations.
Virtual Customer Service Rep
Amazon
03.2018 - 07.2018
- I delivered timely, accurate, and professional customer service to all Amazon customers.
- I am an action-oriented, flexible problem solver who assisted customers in expediting orders and correcting post-sales problems.
- Resolved customer complaints in a timely manner.
- Identified potential problems that could impact the customer experience.
- Answered customer inquiries via phone, email and live chat.
- Maintained a high level of professionalism when interacting with customers.
- Processed orders, forms, applications and requests in accordance with established procedures.
- Evaluated customer feedback data to identify areas of improvement within the customer service process.
Young Life Leader
Young Women of the Delta
11.2014 - 03.2015
- While being a young life leader, I mentored, instructed, and supervised participating youths through collaborative efforts with like-minded, creative, and inspirational team members.
- I kept youth safe and secure at the facility and in public.
- I also assisted with daily scheduling, managed incoming and outgoing calls, promoted a welcoming environment while managing the receptionist area, and filed requests for information.
- Developed relationships with local schools, churches, and community organizations to promote programs.
- Participated in outreach initiatives to recruit new members into Young Life programs.
Education
Human Resource Management -
Post University
12.2019
High School Diploma -
Jonesboro High School
05.2016
Skills
- Microsoft Outlook
- Filing
- Multitasking
- Office management
- Word processing
- Clerical experience
- Excellent communication skills
- Microsoft Excel
- Receptionist
- scheduling
- Office administration
- Customer service
- Human resources management
- Human resources
- Management
- Administrative experience
- Time management
- Effective communication
- Problem solving
- Emotional support
- Independent living skills
- Record keeping
- Daily living assistance
- Client assessment
- Medication management
Certification
CPR Certification
First Aid Certification
Family Consumer Science Education
Banking Services
Office Administration
Assessments
- Administrative assistant/receptionist, Proficient, 11/01/23
- Management & leadership skills: Impact & influence, Proficient, 11/01/23
- Customer service, Proficient, 10/01/22
- Attention to detail, Proficient, 10/01/22
- Customer focus & orientation, Proficient, 10/01/22
- Medical receptionist skills, Proficient, 11/01/23
- Work motivation, Proficient, 12/01/23
- Basic computer skills, Proficient, 01/01/23
- Call center customer service, Proficient, 10/01/22
- Typing, Completed, 10/01/22
- Project timeline management, Proficient, 12/01/23
Personal Information
Authorized To Work: US for any employer
References
References available upon request.
Timeline
Direct Support Caregiver
Focus Inc
04.2024 - Current
Associate Team Leader/Office Manager
H&R Block
12.2023 - Current
Customer Service Representative
Teleperfomance (Apple)
05.2023 - 07.2023
Customer Service Representative
Sagility
02.2023 - 05.2023
Customer Service Representative
Cigna Insurance Companies
02.2023 - 05.2023
Customer Service Rep
Nan Mckay
07.2021 - 09.2021
Online Customer Service Rep
Ebay
01.2019 - 07.2019
Virtual Customer Service Rep
Amazon
03.2018 - 07.2018
Young Life Leader
Young Women of the Delta
11.2014 - 03.2015
Human Resource Management -
Post University
High School Diploma -
Jonesboro High School
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