Juliean Smith

Project/Client 1. (Names redacted to comply with NDA)

• Processed incoming calls from customers with questions about company products or services
• Achieved high sales percentage with consultative, value-focused customer service approach
• Assisted customers with billing problems or issues regarding account status
• Recorded and maintained customer records to provide excellent customer service
• Answered product or service questions with up-to-date knowledge of promotions
• Computed sales prices, totaled purchases and received and processed cash or credit payment
• Used knowledge of company products and services to recommend solutions to customers
• Entered customer transaction information into company databases
• Entered new patient profiles and prescriptions into medication input software system
• Answered inquiries regarding prescription refills, insurance claims and product inventory
• Prepared and maintained receipts, purchases and deliveries, using a variety of computer screen formats
• Referred callers to pharmacists when necessary
• Collected outstanding payments from customers and handled customer inquiries promptly
• Dedicated and disciplined to complete daily tasks while working from home
• Explaining insurance and company functions in a way the customer can fully understand

Project/Client 2

• Banking
• Provided guidance to customers regarding online banking features and functions.
• Tracked incoming payments from customers using spreadsheet software.
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• Analysed customer feedback patterns to identify common technical issues, developed solution templates that improved first-call resolution rates.
• Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
• Reconciled account statements on a monthly basis for accuracy.
• Verified identity documents presented by customers before approving any transactions.
• Identified suspicious activity or fraud attempts on customer accounts.
• Resolved problems or discrepancies concerning customers' accounts.
• Provided customer service by responding to emails and phone calls in a timely manner.
• Assisted customers with opening new accounts, answering inquiries, and processing transactions.
• Created reports on customer complaints and feedback for management review.
• Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
• Developed and delivered training sessions to customers on how to use products more effectively.
• Provided technical assistance to customers through phone, email and chat support.
• Walked customers through common phone hardware and software configurations to maximize service functionality.
• Assisted customers with password resets, account unlocks, and security settings adjustments.

• Traveled to clients' homes to complete healthcare services and promote continuity of care
• Provided mobility assistance such as walking and regular exercising
• Increased medication and medical terminology knowledge through research and continuing education
• Completed entries in log books, journals and care plans to accurately document and report patient progress
• Furthered skills by actively taking part in employee trainings and taking classes in subjects to improve skills

• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
• Employed mobility devices and equipment to lift patients from chairs to beds, following all safety procedures to avoid injuries
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
• Supported ambulation and physical therapy needs by conducting planned exercise routines
• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms
• Documented all care actions by completing records and logs in medical software system
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care
• Obtained biological specimens for ordered tests and prepared for laboratory transport

• Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
• Greeted new customers, discussed specials, took drink orders and built immediate positive connections with guests
• Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons
• Displayed enthusiastic service to customers, successfully increasing referrals and walk-in business
• Monitored dietary restrictions and served guests with special needs
• Maintained flexible work schedule including evenings, weekends and on-call to meet event needs
• Managed restaurant closing duties by restocking items and reconciling cash drawers
• Scheduled and directed staff in daily work assignments to maximize productivity
• Assigned patrons to tables suitable to needs and according to rotation