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elderly caregiver resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Websites, Portfolios, Profiles
  • www.linkedin.com/in/JessicamClaire
Professional Summary

Customer Service Leader with extensive experience in the technology sector. Background includes employee development and coaching, performance management, managing day-to-day operations, solving problems to consistently achieve customer satisfaction metrics, building customer relationships and collaborating with colleagues internationally. Recognized for building an awarding winning team which consistently delivered a high level of service.Highly motivated and driven to achieve set goals and targets.

Skills
  • Decision Making
  • Team Collaboration
  • Relationship Building
  • Managing Service Level Agreements
  • Problem Solving
  • Training and Mentoring
  • Employee Retention
  • Troubleshooting
  • Process Documentation
  • Recruitment and Hiring
  • Detail Oriented
  • Creative
Work History
Elderly Caregiver, 01/2017 - 11/2021
The Mentor Network Cedar Falls, IA,
  • Provided round-the-clock care for a family member.
  • Medication management
  • Coordinate Doctor appointments and treatments
  • Assistance with daily living activities
  • Coordinating in-home therapies and then assuming the role of therapist
  • Transportation
  • Constant Companion
  • In Home Hospice care
Regional Manager, 07/2015 - 12/2017
Diversified Infrastructure Services Des Moines, IA,
  • Manage a team of up to 20 Customer Success Managers tasked with handling customer accounts from the installation of Solar Panels through receiving Permission to Operate panels for all of Southern California
  • Simultaneously assisted with the development, training and Management of a second team of 4-9 Customer Support Specialists handling post permission to operate issues
  • Work with eleven Sales teams, Operations Services and Five Field Support teams.
  • Collaborated with other Regional Managers successfully hiring 140 Customer Success Managers in one month.
  • Project lead of team tasked to develop, and deploy the Customer Success team Motto, Logo, Key Characteristics, Leader's Guide for Coaching and Development, Processes, Performance Standards/Metrics and Training Development
  • Upon implementation of performance program, leader of top performing team
  • Team Lead for implementation of a repository for procedures and documentation
  • Wrote process documents for management team and contributors
  • Handled highly escalated customer situations reversing the decisions of customers who were seeking legal action
  • Managed team through change of standard based metrics to score card style metrics which includes: Reasonable Expectancy, Performance Quotient, CSAT Worked with field team to identify and implement processes to improve overall experience
  • Coordinated weekly conference calls for each field office with multiple departments
  • Upon implementation of new CSAT program including Net Promoter Score coached team using call calibrations, side by sides and customer feedback
Global Technical Support Manager, 01/2005 - 04/2015
Lincare Painesville, OH,
  • Managed team of up to 30 Customer Service Representatives supporting Operations, Customer Training & Education and Technical Support groups
  • Hired, trained, scheduled and monitored employee performance
  • Built a strong, unified team dedicated to assisting customers
  • Involved employees in decision making and held creative competitions to motivate employees
  • Improved customer satisfaction scores by 10% achieving a 90% satisfied rating through training and coaching
  • Consistently achieved annual budget guidelines for team
  • Enhanced efficiency and effectiveness of global call center operation through implementation of process improvements
  • Selected to conduct training for customer service representatives and technical support engineers internationally
  • Recognized as SME for international training in customer service and technical support
  • Key contributor to development of global training manual in technical and soft skills
  • Created a positive work environment, with dedicated employees in the call center
  • Achieved exceptional employee retention with average service of 3+ years
  • Handled customer issues as liaison between customer and Technical Support, managing account records, resolving escalated customer service issues
  • Redesigned system to track and weight weekly stats for Customer Service Team to provide greater visibility of key metrics to manage performance
  • Key Member of team for CRM replacement transitioning to Siebel including development, testing, training and creating employee training manual
  • Recipient of award recognizing contributions to CRM replacement project which was completed to meet critical deadlines
  • Project leader for Technical Support employee soft skills improvement and training
  • Handled skill based routing for customer service representatives and back up for all technical support Engineers
  • Developed and implemented training initiatives for new hires.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
CSR Supervisor, 01/2004 - 01/2005
Sandvik Vienna, VA,
  • Oversaw daily operations for Customer Service Representatives
  • Provided accurate and appropriate information in response to customer inquiries
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • Oversaw daily performance for Customer Service Representatives
  • Interceded between employees during arguments and diffused tense situations.
  • Trained team members in technical and soft skills.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
Customer Service Representative Mentor, 01/1998 - 01/2004
Novell, Inc City, STATE,
  • Leader training and coaching representatives providing customer support
  • Responded to internal questions regarding processes and overall job Maintained information database Employee of the year 1999 for dedication to customers and helping others
  • Reaching New Heights of Knowledge award 2002 for leading and training the CSR team on documenting resolutions to customer issues
  • Selected by management to participate in an elite leadership training program "Momentum"
  • One of a select few who completed all requirements and passed the final presentation
  • Graduated from the Momentum Program in 2002 Customer Champion Award 2003 for dedication and commitment to providing excellent customer support.
Customer Service Representative, 06/1996 - 01/1998
Novell, Inc City, STATE,
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled incoming phone calls and routed calls to appropriate team
  • Maintained CRM database Consistently high performer
  • Promoted to specialty team handling Premium customers after only a few months on the job
  • Assisted with training new employees


Education
Bachelor of Science: Business Management, Marketing, Expected in 12/1995
-
Utah Valley University - Orem,
GPA:
Status -
  • Theta Kappa – National Honor Society Member\
  • Delta Phi Omega – Business/Marketing Club


On the job training and Education in:

  • Managing Within the Law
  • Managing Transitions Harvard Mentor Management Courses
  • Interviewing
  • Soft Skills
Certifications
Certified Novell Administrator Netware 4, 5 Certified Novell Engineer NetWare 4, 5 Certified Novell Salesperson – 5 years Solution Center Support Coach GroupWise Certified Administrator GroupWise 5 GroupWise Certified Engineer GroupWise 5 Knowledge Centered Solution Coach,

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Resume Overview

School Attended

  • Utah Valley University

Job Titles Held:

  • Elderly Caregiver
  • Regional Manager
  • Global Technical Support Manager
  • CSR Supervisor
  • Customer Service Representative Mentor
  • Customer Service Representative

Degrees

  • Bachelor of Science

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