Personable and dedicated Customer Service Representative with extensive experience in the service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain consumer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Forward thinking and always striving to become better in every aspect. Willingness to learn and grow within the company.
Skills
High-energy attitude
Courteous, calm demeanor
Technologically savvy
Data evaluation
Quality assurance controls
Inbound calling
Business development understanding
Microsoft Office knowledgeable
Promotional support
Adaptive team player
Conflict mediation
Deescalation
Problem-solving abilities
Consumer relations
Call center experience
System implementation
Quality control
Product organization
Project management abilities
Cross-functional collaboration
Senior leadership support
Active listening
Report creation
Assisted Employee coaching
Experience
Customer Service Representative, 10/2020 to Current Arthur J Gallagher & Co. – Bloomfield Hills, MI,
Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Consulted with consumers regarding identity verification needs, as well as addressing concerns pertaining to individual consumer credit profiles.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems, while working within several systems.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Handled escalated consumer service concerns for fellow agent as acting supervisor.
Documented conversations with customers to track requests, problems and solutions.
Strengthened team performance and productivity by training and inspiring team members.
Implemented services to assist company in maintaining exceptional client service ratings on external audits.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Ranked as most effective agent out of eighty total representatives.
Law Enforcement Officer, 11/2015 to 12/2016 South Carolina Job Board – Aix Historical, SC,
Maintained clear and open communications with all facility areas to support efficient and safe operations.
Detected potential threats and quickly defused conflicts.
Conducted internal security checks to ascertain inmate safety.
Enforced resident behavior management protocols and drafted incident reports for infractions.
Informed inmates and visitors of rules, safety and security procedures and responsibilities.
Supervised inmates during day-to-day activities.
Maintained correct physical head count at all times.
Observed and directed inmates during recreation, visits, telephone and shower time.
Implemented defensive tactics and physical restraints to maintain safety and security of detention facility.
Maintained communications with staff and inmate body to maintain safe, effective prison environment.
Promoted safety, order and functionality of detention facility.
Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
Reviewed housing assignments and reassigned inmates to meet allocation and safety needs.
Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
Maintained appropriate control, security and well-being over those detained.
Maintained daily logs of shift activity.
Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
Inspected cells and conducted random searches of common areas.
Received property from incoming inmates, provided receipts and inspected items for contraband.
Attended regular trainings and maintained appropriate certifications.
Labor and Delivery Nurse, 06/2007 to 07/2013 Mission Health System, Inc – Highlands, NC,
Assessed and documented physical condition of mothers and babies and assisted doctors in identifying and treating any and all issues that may arise during the labor and delivery process.
Used critical thinking and assessments to promote outstanding patient care in Labor and Delivery department.
Recorded patients' vital signs and observed fetal heart and contraction rates.
Supported families, providing knowledgeable information and care.
Reviewed and tracked progress of mothers in labor, interpreted fetal heart monitor and informed delivering physician of status.
Monitored condition of newborns and directed postpartum care with special focus on premature babies and babies with abnormalities.
Assisted doctors with delivery during birthing process.
Administered fluids and labor-stimulating drugs such as Pitocin through IV or central line.
Educated mothers on newborn care and post-delivery health to optimize outcomes.
Anticipated deviations of normal infant deliveries to safeguard patients and newborns.
Promoted choices for care options, partnering with physicians and anesthesiologists to facilitate decisions about childbirth.
Administered oral, IV and intra-muscular medications and monitored patient reactions.
Coordinated care with physicians and other clinical staff to prepare for treatment, carry out interventions and enhance continuum of care to deliver comprehensive services.
Counseled patients and caregivers, providing emotional, psychological and spiritual support.
Delivered quality patient care from admission to discharge through direct supervision of all nursing and ancillary staff.
Coordinated with healthcare team to establish, enact and evaluate patient care plans.
Maintained adequate unit supplies to meet expected patient demands.
Observed strict safety measures, including checking medication dosages before administration to patients.
Assessed patient conditions, monitored behaviors and updated supervising physicians with observations and concerns.
Trained and mentored new RNs on best practices, hospital policies and standards of care.
Administered scheduled medications and therapies intravenously, rectally, orally, subcutaneously and via intramuscular injections while overseeing pain management plans.
Participated in continuing education programs and workshops to enhance training and nursing knowledge.
Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions.
Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
Education and Training
GED: , Expected in 03/1997 Southside High School - Elmira, NY, GPA:
Honor Roll throughout all year attended.
Associate of Science: Mathematics/Science , Expected in 06/2005 Corning Community College - Corning, NY GPA:
Phi Theta Kappa Member.
Tutored fellow students in mathematics, science and literary courses.
Assisted students with disabilities complete coursework and exams.
Associate of Applied Science: Nursing, Expected in 01/2007 Corning Community College - Corning, NY GPA:
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