helpline agent resume example with 5+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Friendly Agent experienced processing large volumes of calls per day. In-depth knowledge of software tools, and dementia care. Diligent and understanding individual recognized for maintaining low call time and offering exceptional customer service.

  • Customer service abilities
  • Information documentation
  • Customer service and care
  • Customer needs determination
  • Time management
  • De-escalation Techniques
  • Courteous with Strong Service Mindset
  • Data Entry and Maintenance
  • Multitasking and Prioritization
  • Cultural Awareness and Sensitivity
  • LiveChat Messaging
  • Team-Oriented and Cooperative
DePaul University Chicago, IL, Expected in 03/2025 Masters of Science : Human Computer Interaction - GPA :
University of North Florida Jacksonville, FL, Expected in 04/2015 Bachelor of Healthcare Administration : Aging Services - GPA :
University of North Florida Jacksonville, FL Expected in 04/2015 Bachelor of Arts : Spanish - GPA :
Work History
Harbor Retirement Associates - Helpline agent
Woodbridge, VA, 10/2019 - Current
  • Part of Spanish, chat, registration, and Spanish pointer study teams.
  • Meeting or exceeding all agent metrics of customer service, schedule adherence, and call quality.
  • Volunteering as community educator for Illinois chapter.
  • Assisted callers to achieve organizational goals.
  • Resolved caller issues quickly and thoroughly.
  • Served customers in a friendly, efficient manner following outlined steps of service
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Consistently maintained 91% customer service satisfaction
Brookdale Prospect Heights - Clare Bridge Coordinator
City, STATE, 12/2018 - 03/2020
  • In charge of implementing programming standards for Clare Bridge programming.
  • Developed monthly Life Engagement Calendars to meet and exceed programming standards.
  • Developed rapport with team and Assisted in coaching team to provide excellent resident experiences.
  • Lead all group activities for Clare Bridge Residents.
  • Completed all required documentation to provide meaningful programming.
  • Lead Resident Council and advocated for Clare Bridge residents.
  • Communicated with residents’ families to increase resident family satisfaction with programming.
  • Trained and mentored new team member dementia training and community standards.
  • Managed team of 20 employees, overseeing hiring, training, and professional growth of employees
North Shore New Perspective - Assisted Living and Memory Care Assistant Director
City, STATE, 11/2016 - 12/2018
  • Assisted in the oversight of a 120 bed assisted living & independent living community and 40 bed memory care unit.
  • Managed, mentored, and scheduled team of 40 caregivers, med techs, and activities aids efficiently to ensure proper staffing ratios and comply with community budget.
  • Spearheaded company wide implementation and management of electronic call lights, health records, health monitoring apps and electronic activity programming. Achieved by designing and creating best practices for training and implementation.
  • Responsible for ensuring entire community remained deficiency free for state surveys by developing, improving and implementing policies to optimize costs, care and satisfaction of both employees and residents.
  • Developed and innovated community workflow to ensure and maximize resident independence and comfort while reducing average daily costs by using and managing Eldermark EHR system.
  • Managed departmental budgets to maintain community profitability.
  • Evaluated team performance and care quality.
  • Spearheaded culture change among caregivers to build positive community culture.
  • Recruited, interviewed, and on-boarded new team members and ensured proper documentation per state requirements.
  • Maintained and ordered community supplies while staying within budget to maximize profit.
  • Developed Life enrichment calendars to foster engagement of residents, their families, and team members.
  • Provided daily Alzheimer’s and Dementia training.
McKinley Place Enlivant - Life Enrichment Coordinator
City, STATE, 10/2015 - 10/2016
  • Developed diverse activity calendars and newsletters to cater to community interest while meeting regulatory and company standards.
  • Performed yearly resident evaluations to determine cognitive level and updated their resident profile.
  • Ordered, organized, and maintain department supplies while reducing department budgetary variances.
  • Actively communicated with resident families to increase family participation and satisfaction.
  • Mentored and trained staff members to participate in life enrichment activities to increases staff engagement.
  • Increased resident socialization through implementation of wide range of fun, educational and family-oriented activities.
  • Provided one-on-one programs and activities for residents unable to participate in group settings.
  • Planned approximately 7 off-campus activities per month for facility with 20 residents including zoo trips, shopping excursions and religious worship opportunities.
  • Coordinated holiday decorating of facility, garnering help of residents and volunteer staff.
Spanish :
Native or Bilingual
Negotiated :
English :
Native or Bilingual
Negotiated :

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • DePaul University
  • University of North Florida
  • University of North Florida

Job Titles Held:

  • Helpline agent
  • Clare Bridge Coordinator
  • Assisted Living and Memory Care Assistant Director
  • Life Enrichment Coordinator


  • Masters of Science
  • Bachelor of Healthcare Administration
  • Bachelor of Arts

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: