Wilnell Paul
Houston
Summary
Dynamic professional with a strong foundation in communication and problem-solving, eager to contribute and excel in a customer care environment. Quick learner with adaptability to new systems and processes, ensuring seamless team integration. Committed to leveraging and enhancing communication and problem-solving skills to deliver exceptional service and support. Passionate about continuous growth and development within the industry, ready to tackle challenges with enthusiasm.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
MTM Transportation
Houston, TX
10.2025 - Current
- Resolved customer inquiries effectively using CRM software to enhance satisfaction.
- Managed high-volume calls while maintaining professionalism and ensuring timely responses to all inquiries.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
Advisor II Customer Service Representative
Concentrix
10.2024 - 10.2025
- Guided customers through inquiries and delivered comprehensive product information.
- Resolved customer issues through effective communication and problem-solving techniques.
- Documented customer interactions using internal software systems for tracking.
- Participated in training sessions to improve service delivery skills.
- Handled escalated concerns by coordinating with relevant departments for resolution.
Unit Coordinator
Sage Rehabilitation Hospital
Baton Rouge, Louisiana
02.2024 - 10.2024
- Coordinated patient admissions and discharges for effective flow in rehabilitation settings.
- Maintained accurate patient records using electronic health record systems.
- Communicated with patients and families to provide updates on care progress.
- Acted as a liaison between hospital departments, medical staff, families, and community agencies regarding patient care issues.
- Facilitated training sessions for new staff on hospital protocols and procedures.
Unit Coordinator
Baton Rouge General Hospital
Baton Rouge, Louisiana
06.2022 - 10.2024
- Coordinated patient admissions and discharges for effective flow in rehabilitation settings.
- Maintained accurate patient records using electronic health record systems.
- Monitored inventory levels of medical supplies and ordered replacements as needed.
- Facilitated training sessions for new staff on hospital protocols and procedures.
- Assisted in resolving conflicts between staff members or departments.
- Managed hall occupancy and assignments and oversaw compliance with regulations.
Education
High School Diploma -
New Iberia Senior High School
New Iberia, LA05-1995
Skills
- Customer service
- CRM software and call documentation
- Conflict resolution
- Google Suite and Microsoft Teams
- Cross-functional collaboration
- Citrix and Genesys
- Navigate through multiple systems
- Empathy and patience
- Active listening
- Microsoft office
- Data entry
- Call center experience
References
References available upon request.
Education and Training
other
Timeline
Customer Care Representative
MTM Transportation
10.2025 - Current
Advisor II Customer Service Representative
Concentrix
10.2024 - 10.2025
Unit Coordinator
Sage Rehabilitation Hospital
02.2024 - 10.2024
Unit Coordinator
Baton Rouge General Hospital
06.2022 - 10.2024
High School Diploma -
New Iberia Senior High School