VIOLA HARRELL
South Holland,IL
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
10
10
years of professional experience
Work History
Customer Service Representative (Remote)
AT&T
Rantoul, IL
01.2022 - 12.2024
- Addressed customer concerns on products and services
- Prepared reports
- Updated customer accounts
- Initiated outbound customer service calls
- Blacklisted cellular devices that were reported stolen
- Maintained customer accounts in good standing
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries via phone, email, and chat.
Sales Manager
Mattress Firm
IL
01.2019 - 11.2021
- Provided exceptional guest service while driving sales by executing Mattress Firm's exclusive Buying Process
- Ensured the store is properly merchandised, and the correct sale is displayed in store
- Developed and implemented sales strategies to increase market share.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Assisted senior management in developing long-term strategic goals for the company's growth.
Lab Assistant III
PCL Alverno Laboratories-St Joseph Hospital
Lakeview, IL
01.2018 - 01.2019
- Set up, adjusted, calibrated, cleaned, maintained, and troubleshooted laboratory equipment
- Kept detailed logs of all work-related activities
- Performed rapid tests for CDIFF, Influenza A&B, Strep A, Hemoccult Sensa, and Gastroccult
- Analyzed and interpreted results of micro testing
- Prepared culture media for sputum, wound, stool, and CSF
- Gram-stained specimen slides for microscopic view
- Collaborated with laboratory team to develop and validate new testing procedures, improving efficiency and accuracy.
Lab Assistant
PCL Alverno Laboratories
Hammond, IN
01.2015 - 01.2018
- Registered patient specimens and set up urine, stool, body fluids, genital, and miscellaneous swab cultures daily on appropriate media
- Performed clerical functions such as; faxing, filing, obtaining/adding information from/to computer
- Matched requests by verifying patient information, date and time of collection on urine samples, stool samples, swabs, and body fluids
- Gram-stained specimen slides for microscopic view
- Recorded Stock/Inventory of media plates and Reagents
Education
Bachelor of Science - Nursing
Chamberlain College of Nursing
Tinley Park, IL07-2027
Phlebotomy -
Elim Outreach Training Center
Homewood, IL01.2018
Certified Nursing Assistant -
Best Med
Dolton, IL01.2012
Skills
- Data collection
- Type 50 WPM
- Ability to work well with minimal or no supervision
- Management/ Organizational Skills
- Leadership
- Critical thinking
- Report Creation
- De-escalation Techniques
- Verbal and Written Communication
- Complaint resolution
- Live chat support
- Microsoft Office Suite
- Order processing
References
References Upon Request
Timeline
Customer Service Representative (Remote)
AT&T
01.2022 - 12.2024
Sales Manager
Mattress Firm
01.2019 - 11.2021
Lab Assistant III
PCL Alverno Laboratories-St Joseph Hospital
01.2018 - 01.2019
Lab Assistant
PCL Alverno Laboratories
01.2015 - 01.2018
Bachelor of Science - Nursing
Chamberlain College of Nursing
Phlebotomy -
Elim Outreach Training Center
Certified Nursing Assistant -
Best Med
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