Kendra Fairchild
Augusta
Summary
Seeking a full-time position that encourages and provides exceptional customer service and organization through problem solving and communication.
Overview
12
12
years of professional experience
Work History
Environmental Services Housekeeper
Select Speciality Hospital
08.2022 - Current
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Showcased exceptional work ethic and reliability, contributing to team success and maintaining high levels of cleanliness throughout the facility.
- Vacuumed and shampooed carpets, upholstery and other fabrics.
- Cleaned walls and ceilings with special reach tools following regular schedule.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Verified cleanliness and organization of storage areas and carts.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Documented and reported necessary facility and building repairs observed.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Interacted with hospital staff, patients, and families to demonstrate good customer service techniques.
- Emptied trash cans and recycling bins to promote clean, sanitary environment, and reduce odors and debris.
- Moved chairs, desks, and beds around rooms to clean behind and underneath furniture.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
Remote Customer Service Specialist
WellCare
02.2020 - Current
- Managed over 100 customer calls per day.
- Input transfer data and manually updated accounting and certificate records.
- Calculated information to correctly distribute customer funds.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork and fulfilled quote requests to deliver excellent customer support.
- Presented strategic investment and funding solutions for clients with business development objectives.
- Documented customer interactions and relationships using CRM systems.
- Responded to customer questions and concerns or escalated to supervisor for resolution.
- Computed total holdings, dividends or commissions to allocate appropriate payments to customers.
Remote Customer Service Representative Agent
Wal-Mart
10.2019 - 11.2022
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Used Microsoft Word and other software tools to create documents and other communications.
- Resolved problems, improved operations and provided exceptional service.
- Conducted research, gathered information from multiple sources and presented results.
- Monitored company inventory to keep stock levels and databases updated.
- Improved operations through consistent hard work and dedication.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Led projects and analyzed data to identify opportunities for improvement.
- Oversaw daily operations to ensure high levels of productivity.
- Exceeded goals through effective task prioritization and great work ethic.
Cashier
CVS Pharmacy
07.2020 - 01.2021
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Reviewed weekly sales ads and monitored price changes.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Greeted over 200 patients per day.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Used POS system to enter orders, process payments and issue receipts.
- Operated cash register to record transactions accurately and efficiently.
Certified Nursing Assistant
East Central Regional Hospital
05.2015 - 04.2020
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Cared for numerous clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Obtained client medical history, medication information, symptoms and allergies.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
- Checked supply availability and laid out instruments for patients.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Continuously checked in with patients and families and quickly providing care.
Remote Customer Service Call Center Representative
ELECTROLUX
07.2017 - 04.2020
- Promptly responding to customers via email, live chat, video and telephone.
- Immediately escalating serious complaints or issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Maintaining polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Respecting client confidentiality at all times.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Initiated termination of customer contract upon request.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Effective liaison between customers and internal departments.
- Provided ongoing guest service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Answered over 100 calls per shift to meet fast-paced call center demands
Insurance Agent Assistant
NATIONWIDE INSURANCE AGENCY
07.2013 - 06.2015
- Acted as point of contact for vendor collaboration for contracted services.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Used pivot tables to create detailed accounting reports to explain cost expenses.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Addressed and corrected issues by providing exceptional support and working with supervisor to handle advanced concerns.
- Interacted with customers by phone, email or in-person to provide information.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Protected staff and customers and minimized legal issues by quickly resolving safety issues.
- Managed working with over 50 people per day.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Delivered clerical support by handling range of routine and special requirements.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
Education
High school diploma - Basic High School Courses
Butler High School
Augusta, GA05.2012
Skills
- Compliance requirements
- Workplace training
- Responding to Difficult Customers
- Customer Account Management
- Understanding Customer Needs
- Upbeat and Positive Personality
- De-escalation Techniques
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Creative Problem Solving
- Data Entry and Maintenance
- Proactive Self-Starter
- Billing Adjustments and Refunds
- Administrative and Office Support
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Time Management
- Patient and Empathetic
- Team-Oriented and Cooperative
- Computer Proficiency
Timeline
Environmental Services Housekeeper
Select Speciality Hospital
08.2022 - Current
Cashier
CVS Pharmacy
07.2020 - 01.2021
Remote Customer Service Specialist
WellCare
02.2020 - Current
Remote Customer Service Representative Agent
Wal-Mart
10.2019 - 11.2022
Remote Customer Service Call Center Representative
ELECTROLUX
07.2017 - 04.2020
Certified Nursing Assistant
East Central Regional Hospital
05.2015 - 04.2020
Insurance Agent Assistant
NATIONWIDE INSURANCE AGENCY
07.2013 - 06.2015
High school diploma - Basic High School Courses
Butler High School
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