Team Lead Call Center Rep Resume Example Humana

TEAM LEAD CALL CENTER REP

Professional Summary

Experienced caregiver knowledgeable about safe patient ambulation, personal grooming assistance and housekeeping. Remain current on relevant medical conditions and working with qualified healthcare staff to maximize care. Devoted to patient physical comfort and emotional support. Skilled Care Provider assisting elderly, convalescents, or persons with disabilities with daily living activities in-home. Keep house by making beds, doing laundry, washing dishes and preparing meals. Advise families and healthcare team regarding health concerns, nutrition, cleanliness and household activities.

Work History

Humana. Madison, MississippiTeam Lead Call Center Rep | 03/2018 - 03/2020

Worked with humana customers to understand needs and provide insurance service.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Contributed to company achieving and holding industry-leading customer service ratings.
Minimized process lags through operations protocols and client account management training.
Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
Engaged in continuous learning and development opportunities to promote continued performance improvement.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Received multiple positive reviews acknowledging dedication to excellent customer service.

A First Name Basis. Jackson, MSCaregiver | 01/2018 - 07/2019

Assisted patients with personal requirements, including keeping spaces clean and helping with grooming.
Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping.
Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
Provided safe mobility support to help patients move around personal and public spaces.
Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
Helped clients maintain optimal health by overseeing medication administration and all doctor's appointments.
Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
Kept patients mentally alert by entertaining, conversing and reading aloud to patients.
Performed household tasks such as laundry, dusting, washing dishes and vacuuming.
Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
Scheduled and accompanied clients to medical appointments.
Administered medication as directed by physician.
Shopped for groceries regularly in order to keep house stocked with necessities.

Macys . Friendswood, TXSales Associate | 04/2017 - 01/2018

Tracked stock using company inventory management software.
Applied security and loss prevention training toward recognizing risks and reducing store theft.
Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Maintained records related to sales, returns and inventory availability.
Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Trained and developed new sales team associates in products, selling techniques and company procedures.
Maintained organized, presentable merchandise to drive continuous sales.
Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Processed product returns and assisted customers with other selections.
Educated customers on promotions to enhance sales.
Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
Engaged with customers to effectively build rapport and lasting relationships.
Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
Prepared merchandise for sales floor by pricing or tagging.
Delivered high level of assistance by locating products and checking store system for merchandise at other sites.

Crescent Home Healthcare Inc.. Houston, TXCaregiver | 03/2016 - 04/2017

Assisted patients with personal requirements, including keeping spaces clean and helping with grooming.
Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping.
Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
Provided safe mobility support to help patients move around personal and public spaces.
Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
Documented vitals, behaviors and medications in client medical records.
Helped family members plan healthy meals, purchase ingredients and cook meals to provide adequate nutrition for client wellbeing.

Skills

Meal planning and preparation
Progress documentation
Patient privacy
Flexible schedule and availability

Patient care
Direct patient care
Chronic disease management
Care plan assessment

Education

Marque03/2015High School Diploma

Resume Overview

Companies Worked For:

Humana
A First Name Basis
Macys
Crescent Home Healthcare Inc.

School Attended

Marque

Job Titles Held:

Team Lead Call Center Rep
Caregiver
Sales Associate

Degrees

High School Diploma

Team Lead Call Center Rep Resume Example

Resume Score: 80%

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