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Professional Summary

Customer Service Professional highly skilled in call center and retail operations. Strengths include providing exceptional customer service through active listening and problem solving skills in a high call volume environment. Experience includes call center operations and retail management. I currently hold a Property and Casualty Insurance License.

Work History
Licensed Insurance Agent, 04/2018 to 08/2019
Liberty Mutual InsurancePlano, TX
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Conducted annual reviews of existing policies to update information.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Provided coverage option information to assist clients in protecting assets.
Customer Support Supervisor, 01/2014 to 02/2018
Nerium International LLCAddison, Texas
  • Supervised a group of 10-18 Customer Service Representatives.
  • Assumed ownership over team productivity and manage workflow to meet or exceed quality service goals.
  • Implemented useful tools to assist Customer Service Representatives with company processes and areas of opportunities.
  • Trained staff on operating procedures and company services.
  • Conducted motivating coaching sessions to increase performance.
  • Monitored inbound calls and provide real- time feedback to increase customer satisfaction.
  • Analyzed working rate, hold time, and handle time to monitor Customer Service Representatives performance and productivity.
  • Conducted annual performance reviews for all Customer Service Representatives.
  • Prepared reports and communicate Customer Service Representatives performance to the Sr. Support Manager.
  • Addressed and resolve customer escalations empathetically and professionally.
  • Referred unresolved customer escalations to designated departments for further research.
Senior Customer Service Representative, 09/2012 to 10/2013
RealManage - Dallas/Fort WorthCarrollton, Texas
  • Assisted Homeowners with managing their accounts and processing payments with their Home owners association.
  • Educated Homeowners of the benefits of the Home owners association.
  • Issued and processed amenity passes for residents.
  • Resolved delinquent accounts by educating Home owners on the Texas Statutory payment plan.
  • Informed Community Association Manager of urgent property issues such as a flood, fire, or natural disaster.
  • Partnered with Supervisor to train on-boarding advisors.
Customer Support Representative, 09/2011 to 10/2012
PFSwebDallas , Texas
  • Answered an average of 90 calls per day by addressing customer inquiries, solving problems and providing product information.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and providing one call resolution.
  •  Diffused volatile customer situations calmly and courteously.
  • Met or exceeded metrics and quality standards every review period.
  •  Accurately documented, researched and resolved customer service issues.  
Lead Sale Associate, 05/2010 to 06/2011
Dillards Frisco , Texas
  • Operated a cash register for cash, check and credit card transactions with accuracy.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Maintained established merchandising standards, including window, sales floor and promotional displays.
  • Worked with the management team to implement the proper division of responsibilities.
  • Alerted customers to upcoming sales events and promotions.
  • Identified potential shoplifters and alerted management.
  • Mentored new sales associates to contribute to the store's positive culture.
Department Manager Women Apparel , 05/2007 to 03/2009
BelkNacogdoches, Texas
  • Managed staff of 6-10 sales associates.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Scheduled and led store meetings for all employees.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Interviewed job candidates and made staffing decisions.
  • Counted cash drawers and made bank deposits.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Reported to thegeneral regarding all store and staff issues.
  • Conducted store inventories twice a year.
Bachelor of Arts: Early Childhood Education Stephen F. Austin State University - Nacogdoches, TX
Associate of Arts: Coursework in General Studies Lon Morris College - Jacksonville Texas
  • Familiarity with Key Performance Indicators (KPIs)
  • Ability to Lead and Motivate Team Members
  • Strong Time Management and Organizational Skills
  • Strong Written and Oral Communication Skills
  • Customer-Focused
  • Strong Analytical Skills
  • Presentation Skills
  • Proficient in Microsoft Office including Excel
  • Insurance product expertise
  • Property insurance
  • Policy renewals
  • Auto insurance

This resume is created in 7 minutes.
Professional Summary
Ambitious professional with diverse background in management, customer service and sales. Specializing in world-class service, customer satisfaction, productivity and team management. Effective in face to face, online and telephone interaction with customers across many industries.
  • People-oriented
  • Relationship development
  • Effective communicator
  • Flexible and adaptable
  • Organized multitasking
  • Self-motivated
  • Critical and creative thinking
  • Proficient in MS Office
  • Received three promotions within one year, from entry level to executive, during my career with Villalon Callis Pediatric Dentistry & Orthodontics 
  • Increased Villalon Callis new patient base by 56% over six month period as PR Manager - New Patient Coordinator 
  • Boosted Savage Concepts customer satisfaction ratings by 20% by developing new processes and improving work flow
  • Successfully transitioned the bank branch through two major corporate mergers while upholding an outstanding 93% customer satisfaction rating throughout my career in bank management 
Work History
08/2018 to Current Contractor - SCI - Supply Chain Adroit Partners | Houston, TX
  • Work with internal and external support teams to resolve issues with bronze marker storage project
  • Conduct outgoing calls to existing clients in order to finalize pre-need contract
  • Create customized bronze marker designs and effective service solutions to clients
02/2018 to 06/2018 Director of New Patient Experience Kidstown Dental | Katy, TX
  • Handle new patient experience from the first scheduling phone call to their appointment in the office.
  • Achieved a record high of 166 new patients in one month for the practice.
01/2017 to 01/2018 Manager of Public Relations - New Patient Coordinator Villalon Callis Pediatric Dentistry & Orthodontics | Sugar Land, TX
  • Manage the expansion of the dental practice by developing relationships and growing the new patient base 
  • Plan marketing campaigns using website, social media, mailers, email and advertisements
  • Built alliances in the area surrounding the practice while giving the doctor and the office an excellent reputation out in the community and creating goodwill
  • Speak at school assemblies to educate children about oral health through dental presentations
07/2014 to 01/2017 Account Manager Savage Concepts | Houston, TX
  • Directly support CEO in managing project work flow such as scheduling, budgeting, accounts payable / receivable, data entry and reporting 
  • Maintain open communication with vendors to ensure project deadlines are met
  • Serve as account manager for completed projects to ensure continued client satisfaction
01/2013 to 01/2014 Travel Counselor Vacations To Go | Houston, TX
  • Travel agent specializing in planning and booking cruises for high volume inbound call center
  • Payment processing, invoicing and complete management of the customer's vacation
  • Proactive communication with vendors to maintain highest level of customer service and satisfaction
07/2012 to 11/2013 Licensed Insurance Agent Aflac | Katy, TX
  • B2B outside sales to promote Aflac voluntary benefits to business owners and acquire accounts
  • Conduct group work site presentations and individual consultative employee enrollments
  • Complete fiscal and operations management as an Independent Agent
12/2004 to 07/2012 Branch Manager - Assistant Vice President Wells Fargo Bank | Katy, TX
  • Manage all aspects of a multi-million dollar financial center operation including sales, customer service, staffing, and compliance 
  • Ensure compliance with federal and state regulations, as well as company policies and procedures
  • Supervise the hiring, staffing, training and coaching of a team of 13 employees
  • Oversee and exceed monthly, quarterly and annual sales goals, customer satisfaction ratings and fiscal performance
1994 High School Diploma Katy High School, Katy, TX

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Professional Summary
I am a experienced LPN. I have worked as a licensed practical nurse since 2004 and prior to that was a certified nursing assistant for 17 years. As you can see my experience ranges from acute care to hospice and long-term care as well as touching on some Management in an  Assisted Living environment. I am currently excited about a new opportunity to learn and grow.
Work History
Clinical Licensed Practical Nurse 01/2014 to Current
Nurse Staffing Clearwater, FL

  • Charge nurse on skilled and long term care. Oversaw average of 30 patients per shift.
  • Collected specimens for lab tests and communicated results.
  • Liaised between patients and physicians to ensure patient comprehension of treatment plans.
  • Instructed patients and family members on proper discharge care.
  • Ensured HIPAA compliance.
  • Developed and implemented nursing care plans.
  • Documented patient information in Point-Click Care, Matrix and Pharmscript.
  • Performed crisis care working in homes with hospice patients for crisis intervention.
  • Administered medications intravenous, oral, Sub-Q, intramuscular, rectal, transdermal and ocular.

Licensed Insurance Agent 04/2017 to 09/2017
AmeriLife and Health Services of Hernando County Spring Hill, Florida
  • Closed an average of 5 new sales and appoinments per week.
  • Calculated premiums and established payment methods for sales.
  • Identified and solicited sales prospects in agency databases.
  • Met with an average of 4 walk-in policyholders to address and resolve complaints.

Hospital Licensed Practical Nurse 01/2014 to Current
HealthTrust Workforce Solutions Sunrise, FL

  • Ensured proper staffing to area HCA hospitals in times of shortages.
  • Assisted doctors with bedside procedures and procedures and other non-invasive procedures.
  • Used critical thinking and advanced assessment skills.
  • Followed and updated patient focused individualized care plans.
  • Communicated between patients and doctors to assist in patient understanding of conditions and procedures as well as notifying doctor of change of condition.
  • Documented patient care following strict Hippa guidelines in MEDITECH EMR.
  • Administered medication via intravenous, oral, sub q, intramuscular, peg tub, transdermal, rectal and ocular.
  • Collected blood, tissue and other laboratory specimens and prepared them for lab testing.
  • Managed complex patients with chest tubes, ventilators, peg tubes and tracheostomies.

Wellness Director 10/2016 to 04/2017
Spring Haven Assisted Living Winter Haven, Florida

  • Directed the new hire  program. Recruited, hired, led training and assisted with ongoing communications between departments and new hires.
  • Effectively supervised approximately 20 non-clinical staff and effectively implementing new policies.
  • Processed monthly reports for department performance.
  • Authorized drug refills and provided detailed prescription information to pharmacies.
  • Scheduled patient admissions and discharges as well as performed new admission assessments within the community at private homes and hospitals.
  • Documented patient information in Quick mar and Real Page 
  • Liaised between patients and physicians to ensure patient comprehension of treatment plans and notified physicians of change of condition.
  • Effectively managed clinical oversight for 120-bed unit.
  • Followed infection control procedures.
  • Developed and produced all office flyer notifications for important policy changes, office news, resident meetings and staff meetings.
  • Assessed need for, ordered, obtained and interpreted appropriate lab tests.
  • Performed monthly inventory and maintained office and medical supply counts.
  • Attended morning management meetings and reported changes to Administrator.

Home Health Nurse 04/2010 to 04/2012
Maxim Healthcare Services Clearwater, FL
  • Instructed patients and family members on proper medication management and trach and peg tube care and management.
  • Performed all patient care including activitiesa of daily living, medication administration, peg tube care and management, trach and ventilator care and management. 
  • Documented all cares on paper documentation sheets and turned into office in expected time frame.

Charge Nurse 01/2011 to 09/2011
Ambassador Healthcare Omaha, Nebraska
  • Charge Nurse on long term floor. Oversaw average of 20 patients per shift.
  • Effectively supervised 3 CNAs and other non-clinical staff per shift.
  • Instructed patients and family members on proper discharge care.
  • Demonstrated ability to lead and motivate outstanding healthcare teams.
  • Administered medications, performed wound care, trach care, foley care and other care as needed.

Diploma: Practical Nursing 2004 Iowa Western Community College - Council Bluffs, Iowa

  • Acute care expertise including medical-surgical, ortho, and telemetry.
  • Hospice and palliative care experience
  • Advanced skills for foley insertion and removal, trach care, tube feeding management and care and experienced in-home ventilator care, maangement and cleaning.

  • Strong clinical judgment with advance assessment and critical thinking skills.
  • Advanced skills with Geriatrics, both Medicare(Skilled Care) and long term care
  • In-depth knowledge of intravenous therapy
  • Wimdows, Google, Word, Excel, Outlook and Power Point proficient
  • In-depth understanding of payor sources including rules and regulations as well as payor expectations.

This resume is created in 7 minutes.
Professional Summary

Career history of budget-minded resourcefulness in the scrupulous 

planning, coordination, and support of daily operational functions in 

highly confidential environments. 

  • Property, Operations, and Project management expertise
  • Interior design and staging / Wardrobe and Prop styling
  • Sales development (SDR), Account executive (AE)
  • Customer needs assessment / Process improvements
09/2003 - Current Short-Term Rental Owner/Property Manager REAL ESTATE INVESTOR | Los Angeles, CA


  • Utilizing expertise in customer service, purchasing, marketing, and advertising, while maintaining full occupancy in over 5,000 square feet since '03
  • Full-service tenant relations management from A-Z 
  • Operate profitable short-term rental business earning "Super Host" status after 6 months with no lapse in maintaining that foothold 
  • Interior design expertise consistently bolsters rental income by over 20% of competitors' going rates
06/2017 - 07/2018 Licensed Insurance Agent NEW YORK LIFE INSURANCE CO. | Glendale, CA

  • Established potential client base from zero to over 350 in one year utilizing expertise in: customer relations (networking), sales, marketing, and advertising all managed via Salesforce
  • Ran Child Safety ID / Information booths at various community events
  • Coordinated volunteer effort for million dollar fundraising gala through the New York Life Foundation