Yolanda DeRosa
Oakmont,PA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
IBEX Global
2024.03 - Current
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Home Health Aide
New Horizon Cares, Services
2022.05 - 2023.03
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
- Transported patients to medical appointments and social outings, fostering community engagement and overall wellbeing.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Developed rapport to create safe and trusting environment for care.
- Administered medication as directed by physician.
- Provided transportation and appointments management.
- Monitored changes in clients' conditions to report concerns to supervisor.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
Nanny
Private Residence
2020.06 - 2022.02
- Enhanced children''s emotional well-being by providing attentive care and nurturing relationships.
- Promoted intellectual development through reading, storytelling, and engaging educational activities.
- Ensured children''s safety and comfort by consistently monitoring their environment and addressing potential hazards.
- Encouraged physical activity with outdoor play, sports, and fitness games for improved health and motor skills development.
- Developed strong communication with parents to provide updates on children''s progress, needs, and achievements.
- Implemented creative learning strategies tailored to each child''s interests and abilities for enhanced cognitive growth.
- Provided nutritious meals and snacks according to dietary restrictions or preferences, ensuring balanced nutrition for growing bodies.
- Fostered creativity through art projects, music appreciation, and imaginative play designed to stimulate young minds.
- Maintained a clean and organized home environment conducive to optimal child development through regular tidying duties.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
Customer Service
Oakmont Bakery
2019.06 - 2020.03
- Improved customer service policies to maximize satisfaction and build brand loyalty.
- Delivered exemplary customer service and warmly greeted guests.
- Handled all customer service issues quickly to maintain high satisfaction levels.
- Provided exceptional customer service by answering customer concerns and forwarding messages.
- Responded to customer questions and concerns to provide excellent customer service.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Customer Service Representative
Triple B Farms
2013.04 - 2015.10
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Assembly Line Worker
General Motors
2000.03 - 2008.04
- Increased production efficiency by streamlining assembly processes and implementing time-saving techniques.
- Reduced product defects by maintaining a clean work environment and adhering to strict quality control standards.
- Met daily production quotas by working effectively within a fast-paced assembly line environment.
- Collaborated with team members to maximize productivity and ensure seamless workflow on the assembly line.
- Contributed to improved workplace safety by consistently following proper operating procedures and utilizing personal protective equipment.
- Participated in regular training sessions to stay up-to-date on industry best practices and maintain a high level of expertise in assembly techniques.
- Operated various tools, machinery, and equipment to complete assembly tasks efficiently and accurately.
Education
Bachelor of Arts - Psychology
University of Southern New Hampshire
On Line05.2015
Skills
- Care Plan Assessment
- Behavioral Management
- Care Plan Management
- Progress Documentation
- Medication Administration
- Meal Preparation
- Problem Solving
Personal Hygiene Assistance
Housekeeping
Light Housekeeping
First aid and safety
Mobility support
Documentation
Timeline
Customer Service Representative
IBEX Global
2024.03 - Current
Home Health Aide
New Horizon Cares, Services
2022.05 - 2023.03
Nanny
Private Residence
2020.06 - 2022.02
Customer Service
Oakmont Bakery
2019.06 - 2020.03
Customer Service Representative
Triple B Farms
2013.04 - 2015.10
Assembly Line Worker
General Motors
2000.03 - 2008.04
Bachelor of Arts - Psychology
University of Southern New Hampshire
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