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Skills

  • Customer service
  • Care coordination with hospice providers
  • Customer relations
  • Report creation
  • Quality assurance controls
  • Freight operations
  • Senior leadership support
  • Transportation solution development
  • System implementation
  • Promotional support

Work Experiences

  • Increased productivity by providing CSR performance feedback for corrective action.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Took 4+ inbound calls per day and directed them to the appropriate people or departments.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Consistently outperformed my daily credit card application goals.
  • Was in charge of mentoring junior team members and managing employee relations.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.

Summaries

  • Care Senior Advisor who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Dedicated to customer satisfaction and loyalty.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Mentoring and coaching skills in a dynamic professional.
  • Care Senior Advisor is an energetic and dependable Care Senior Advisor who has been well-trained and excels in high-end merchandise environments.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Trained in the use of Adobe Creative Suite and has in-depth knowledge of team leadership.
  • Customer Service Representative with extensive experience in the method industry who is friendly and dedicated.
  • Team player who is empathetic and supportive.
  • Effective Care Senior Advisor with 2 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.

Accomplishments

  • Collaborated with healthcare providers to develop personalized care plans that led to a 63% increase in client health outcomes.
  • Led a cross-functional team to launch a new digital reporting system, reducing inaccuracies in care documentation by 73%.
  • Secured $207,000 in grants and funding for senior community activities, enhancing the quality of life for all participants.
  • Mentored junior care advisors on best practices, contributing to a 50% improvement in staff retention within the organization.
  • Oversaw a team of 18 caregivers in providing consistent, high-quality support, resulting in a 17% improvement in client-reported satisfaction.
  • Received Excellence Award for demonstrating excellence in senior care service delivery, resulting in a measurable improvement in mental health and emotional well-being of clients.
  • Designed a comprehensive emergency action plan, increasing the preparedness of elderly clients for crisis situations, resulting in a 52% decrease in response times.
  • Led a program that increased the retention of senior clients by 38% through exceptional customer support and personalized care strategies.
  • Facilitated productive family and healthcare team meetings to evaluate and adjust care strategies, resulting in enhanced transparency and communication.
  • Implemented a family education program that enhanced communication and trust, improving family satisfaction ratings by 64%.

Affiliations

  • Support Group Facilitator, Regional Family Caregiver Support Network 2020-2015
  • Active Membership, Case Management Society of America (CMSA), 2024
  • Trained in Senior Care Transitions, American Society on Aging (ASA)
  • Representative, Patient-Centered Primary Care Collaborative (PCPCC) 2019-2022
  • Participant, Alzheimer's Association Committee for Care Coordination in Aging 2021-2022
  • Certified Dementia Practitioner (CDP), NCCDP Certification, 2018
  • Certified Health Manager for Elderly Programs, American Case Management Association (ACMA)
  • Board Member, Assisted Care Advisors Network, Phoenix, 2021-2020
  • Facilitator, Geriatric Caregiver Training, National Alliance for Caregiving (NAC) Seminars
  • Member, American Geriatrics Society’s Initiative for Improving the Care of Older Adults

Certifications

  • Geriatric Care Manager Certification (GCM), National Association of Geriatric Care Managers, 2023
  • Certified Nursing Assistant (CNA), Arizona, 2019
  • Certified Medication Aide (CMA) - category
  • Salesforce
  • Certified Senior Advisor (CSA) - Summit Group, 2018
  • American Academy of Financial Management (AAFM)
  • Certified Community Health Worker (CHW), process, 2016
  • Certified Rehabilitation Counselor (CRC) - process 2016
  • Certified Case Manager (CCM), metric, 2022
  • CompTIA A+ Technician

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