(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Cheerful and upbeat Customer Service professional with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Compassionate CNA accustomed to working with physically challenged, bedridden and memory-impaired patients. Exceptionally talented at providing social and emotional support to improve patient moral and increase comfort. Proficient in assisting patients with daily hygiene, including showering and incontinence care.

  • Account management
  • Call center operations
  • Documentation and reporting
  • Customer support
  • Call center experience
  • Inbound and outbound calling
  • Customer service
  • Customer relations
  • Microsoft Office expertise
  • Menu memorization
  • Safe food handling
  • Food safety understanding
  • Price memorization
  • Dining customer service
  • Liquor, wine and food service
  • Menu knowledge
  • Infection control procedures
  • Patient relations
  • Grooming and bathing assistance
  • Performing patient intakes
  • Medical terminology knowledge
  • Able to lift 200 pounds
  • Calm and level-headed under duress
  • Collecting vital signs
  • Quick problem solver
  • Understands medical procedures
  • Reliable transportation
  • Bilingual in Spanish
  • Valid NC driver's license
Education and Training
Dalton Mcmichael High School Mayodan, NC Expected in 06/2016 High School Diploma : - GPA :
  • Highest Grade in Spanish 4 Honors Recipient
  • Colorguard Band Member
  • Completed continuing education in Spanish
  • Honor Roll 1st and 2nd semester Senior Year 2016
  • 3.2 GPA
  • First Aid/CPR
  • Bilingual
  • CNA License
  • Certified Nursing Assistant
Fallon Community Health Plan - Call Center Customer Service Representative
Barnstable, MA, 06/2020 - Current
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Helped company maintain exceptional client service ratings on external audits.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Emerson Hospital - Certified Nursing Assistant
Lexington, MA, 08/2018 - 02/2020
  • Documented patient intake and dietary requirements and assisted with feeding.
  • Responded to patient alarms and needs-assessment requests to identify course of treatment.
  • Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
  • Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Managed and maintained patient rooms, shared-living areas and nursing stations.
  • Used mobility devices and lift equipment to transport patients.
  • Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Consulted with nurses to develop patient care plans and evaluate treatment options.
Bluegreen Resorts - Waitress
Hamburg, NY, 02/2017 - 06/2019
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Increased sales of high margin menu items through effective upselling.
  • Served plated dinners, buffet-style dinners and passed hors d'oeuvres for parties.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Minimized customer wait times by efficiently taking and filling large volume of orders each day.
  • Prepared salads, appetizers and set up garnish stations to assist kitchen staff.
  • Updated repeat customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
Schwan's Company - Cashier
Lake Charles, LA, 07/2016 - 12/2016
  • Helped customers find specific products, answered questions and offered advice.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Worked closely with front-end staff to assist customers.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
Activities and Honors

Spanish 4 Honors ( Highest Grade)

Bilingual in Spanish

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School Attended

  • Dalton Mcmichael High School

Job Titles Held:

  • Call Center Customer Service Representative
  • Certified Nursing Assistant
  • Waitress
  • Cashier


  • High School Diploma

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