I type 65 words per minute. I have strong computer entry abilities, and am proficient in Microsoft Office. I am a team player. I have telephone skills where I followed a certain call path required by my manager. I have a pleasant telephone voice. I am detail oriented, and possess excellent communication skills.
I specialized in Customer Service, working in Customer Service for eight years. I interacted with both internal and external customers. I have worked with HIPPA guidelines in my current position, and also worked with CPNI guidelines (Customer Proprietary Network Information), which were guidelines set forth by the FCC, to protect the consumer. I maintain confidentiality with both internal and external customers. I have 17 & 1/2 years experience in clerical and administrative duties.
I received certificates in Excellent Customer Service courses.
I have also received two "You Rock" commendations from my peers, at Crossroads of Western Iowa. I enjoy my coworkers and thankful I can be part of the team, with them.
Extracurricular activity: I am currently writing a children's book with my Mother, and that has been a lot of fun!
I have been working with developmental disabled clients, assisting them in their day to day lives, for three years. Working with these extraordinary people has been a joy. Communication is a must with this position. I work in their individual homes, between four homes. My duties can range from light medical duties such as assisting people with checking their blood sugars, checking blood pressure with a machine, putting together their breathing treatments, and bathing support. I also dispense medications. I provide transportation to the clients for various appointments or outings. I have taken clients shopping for two weeks, and taken them to Aqua Fitness, at the YMCA. I was even a part of an outing to watch WWE Wrestling, Live! We may even see a movie or go out to eat, once in a while. We are out in the community on a daily basis. I also assist with cooking, as well as various housekeeping duties. I have worked one-on-one shifts with a client, and have enjoyed taking her to the park for a picnic, or even taking a drive.
I am responsible for helping the clients maintain a level of independence. I am involved with helping the clients make the right choices regarding their food intake and also making sure they are involved with exercising, even if just taking a walk with them. I have learned cues with certain behaviors and how to act accordingly. I am responsible for typing up a synopsis of each shift for case documentation, as well as communicating the events of the shift, with co-workers. I mark off medications that have been dispensed, food journals, and note blood sugar readings, as well as blood pressure readings. I also act as a counselor to clients who may need to talk about their feelings or any issues. Strong decision making skills are necessary for this position. Shifts can vary from eighteen hours, to ten hours with overnights. I have also worked fourteen-sixteen hours on weekends, and have worked various holidays. During my time with Crossroads, I have also been responsible helping train two new hires. I love working with the clients. I have made friends with them, as well as my coworkers.
I received certification in CPR/First Aid at Crossroads, in 2012.
I worked in the Customer Response Center, at Great Plains Communications that served 84 Nebraska Communities for telephone, long distance, cable and Internet services. I received an average of 30 calls per day assisting customers with questions. I generated new customer service orders, added or removed a service, worked with explaining their bills and also performed various troubleshooting duties. I would often times be part of a group of representatives that received and handled higher than the average amount of calls per day, and I was commended for that achievement. These numbers were shown on a monthly call report that was given to myself and coworkers.
I worked with internal and external customers. An example of the internal customers would be my co-workers in the Customer Response Center, the Accounts Receivable Department and our technicians that worked in the 84 exchanges. The external customers were our customers that had our products or called to sign up for our services. I also made an average of 15 outgoing calls, per day where I would make courtesy calls for our non-payment customers and also conducted surveys for our new customers, as well as our trouble tickets surveys. I would also occasionally work face to face with customers, to discuss their bill, start new service or take payments.
I worked with their billing system and explained the billing system and billing cycles to our customers. I issued credit to customer's accounts, when necessary. I generated letters explaining our products or detailing a payment arrangement. I took payments via our computer system, on a daily basis. I filled out various complaint or compliment forms, from the customers to be sent to the manager. I learned an entirely different system of how we took our fees, and also a new billing cycle. I was also present for the creation of our bundle packages. I was present during a computer system change and navigated the changes while that was taking place. We also worked through two time sheet changes, and three payment system changes.
Some of the special job duties in addition to my daily phone and clerical duties, include helping train personnel with my knowledge of the DirecTV system, mailing Customer Welcome Packets, Mailed packets to our technicians, worked the "unbillable toll" call report during our bill cycle dates, was a DirecTV specialist, a digital cable specialist, and worked with our business contracts, entering information on business accounts from a spreadsheet. Closed service orders on a daily basis. Worked with our e-mail system on a daily basis, sending and receiving e-mails to internal and external customers. I also received delegated tasks from my supervisors, via e-mail.
Took CPR Certification and First-Aid Classes very two years, as well as various Customer Service classes. I traveled to several of our communities to shadow technicians, and traveled to Chadron, NE where I spent a week working in their office.
I started in the mailroom at Continental General Insurance Company, where I was promoted to the Health Department. I worked in the Health Department as a Clerk, for several years. I then applied for the position of Life Department Clerk, where I performed various clerical duties including data entry of Life Insurance Policies. I took a maximum of 10 p hone calls per day. I communicated with our insurance agents on a daily basis, my co-workers , as well as our external customers.
I attended online classes through the University of Phoenix, majoring in Psychology for an Associate of Arts Degree. My current GPA was 3.6. I have learned how to use PowerPoint with my classes, and that has been something I have enjoyed.
I am attending online classes through Ashford University, majoring in Library Science and Media. I am finishing the first semester of my Junior year. I am beginning to take courses that are tailored to my major. My current course has an emphasis on Educational Technology. I have learned how to use PowerPoint with my classes, and that has been something I have enjoyed.
I attended 1 year of business college, to study Medical Office Terminology. I graduated in 1994.
I graduated from Missouri Valley High School in 1992.
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