Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vera Jones

Midland,GA

Summary

Seasoned professional with 14 years of diverse experience seeking a Customer Service Rep role. Demonstrated excellence in customer engagement and problem-solving at FLS Connect Call Center and Street Stuff Clothing. Skilled in volunteer coordination, program management, and proficient with Microsoft programs.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Experience Agent

Signature Performance
06.2024 - Current
  • Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve quality scores while maintaining production standards.
  • Research and evaluate medical claims and benefits for proper adjudication.
  • The systems used include using client systems, soft phone system and customer relationship management software.
  • Document call activity and make requests for corrective action into VA systems.
  • Maintain a working knowledge of applicable VA regulations as they relate to 72-hour notification requirements.
  • Maintain access for all client systems, as assigned.
  • Act as an effective team member.
  • Other duties as assigned.

FLS Connect Call Center
04.2020 - 10.2022
  • Conducted outbound fundraising calls, received inbound calls, adhering to client-approved scripts, to secure pledges for various initiatives, consistently achieving an occupancy ratio of 85%
  • Demonstrated a high level of responsiveness and customer service, maintaining 95% punctuality for shift starts, breaks, and lunch, along with a 95% adherence to shift schedules and minimal absenteeism
  • Accepted and implemented feedback from coaching and counseling sessions, contributing to the team's performance while ensuring professional conduct and preparedness for each interaction

Volunteer - Outreach Support Aide

CMBC
10.2017 - 03.2020
  • Coordinated with local non-profit organizations to secure donations and designed programs, enhancing the efficacy of community outreach efforts
  • Facilitated event planning and volunteer management, ensuring successful execution and adherence to organizational goals and budget constraints
  • Developed and distributed educational materials on health promotion and disease prevention, contributing to increased community awareness and wellness
  • Streamlined administrative processes and maintained comprehensive records of volunteer activities, donations, and program evaluations to support continuous improvement

Physical Therapist Assistant

US Army Medical Command/DEPT of Rehabilitation Services
10.2011 - 03.2020
  • Provided comprehensive support to patients, including assisting with transfers, dressing, and positioning during physical therapy sessions, ensuring their comfort and safety
  • Maintained cleanliness and readiness of the clinic environment and therapy equipment, adhering to stringent hygiene standards and preparation protocols
  • Facilitated hydrotherapy treatments, carefully monitoring patients' vital signs and responses, and communicated pertinent observations to the supervising therapist
  • Delivered individualized patient care by guiding exercises, administering manual and mechanical therapy, and encouraging patient engagement in therapeutic activities
  • Collaborated with medical staff to assess and report on patients' progress and adjustment to treatment, contributing to the development of tailored rehabilitation plans

Physical Therapist Assistant

Hughston Orthopedic Rehabilitation Clinic
06.2007 - 10.2011
  • Developed and implemented individualized treatment plans for patients with physical disabilities, enhancing their self-care capabilities through training in daily living activities and therapeutic exercises
  • Conducted comprehensive assessments of patient progress, adjusting treatment strategies to optimize individual rehabilitation outcomes and documenting all relevant observations and evaluations
  • Instructed patients in a diverse range of physical therapy modalities, including hydrotherapy, ultraviolet, infrared, and massage, as well as the proper use of crutches and transfer techniques
  • Maintained a clean and safe therapeutic environment, ensuring the readiness of equipment for patient use, and performed ancillary tasks to support clinic operations and patient care

Customer Service Team Member

Street Stuff Clothing
06.2006 - 10.2011
  • Provided comprehensive customer service, addressing inquiries and facilitating purchase transactions to enhance client satisfaction
  • Coordinated and developed training materials for onboarding new team members, ensuring a consistent and thorough introduction to company protocols
  • Managed inventory logistics, including receipt and distribution of stock, and utilized Microsoft Office Suite for routine administrative tasks

Education

High School Diploma -

Thomasville High School
Thomasville, Ga
05.2006

Skills

  • Inside Sales
  • Customer Focus & Orientation
  • Communication
  • Active Listening
  • Problem Solving
  • Empathy
  • Technical Proficiency
  • Data Entry
  • Time Management
  • Multitasking
  • Conflict Resolution

Certification

Basic Life Support, 2022

Timeline

Customer Experience Agent

Signature Performance
06.2024 - Current

FLS Connect Call Center
04.2020 - 10.2022

Volunteer - Outreach Support Aide

CMBC
10.2017 - 03.2020

Physical Therapist Assistant

US Army Medical Command/DEPT of Rehabilitation Services
10.2011 - 03.2020

Physical Therapist Assistant

Hughston Orthopedic Rehabilitation Clinic
06.2007 - 10.2011

Customer Service Team Member

Street Stuff Clothing
06.2006 - 10.2011

High School Diploma -

Thomasville High School

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Vera Jones