Shaqwendolyn Faine
Memphis
Summary
Dedicated customer service professional with 8+ years of experience in retail, call center, healthcare, and caregiving environments. Experienced in handling high-volume customer interactions, resolving concerns, maintaining accurate documentation, and providing compassionate support. Certified Medical Assistant with strong communication, organizational, and multitasking skills. Seeking a remote customer service, call center, healthcare support, or administrative position.
Overview
11
11
years of professional experience
Work History
Caregiver
Shaqwendolyn’s Home Health
Germantown, TN
03.2024 - Current
- Assisted clients with daily living activities, enhancing overall well-being and independence.
- Monitored clients' health conditions, promptly reporting changes to healthcare professionals.
- Administered medication according to prescribed schedules, ensuring compliance with safety protocols.
- Developed personalized care plans in collaboration with families and healthcare teams.
- Maintained accurate documentation of client progress and care provided for quality assurance.
- Fostered strong relationships with clients, contributing to a supportive and trusting environment.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
Call Center Representative
Amazon
Memphis, TN
01.2020 - 12.2024
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Adapted quickly to new procedures and technologies to enhance service delivery efficiency.
- Collaborated with team members to improve call handling processes and elevate customer satisfaction.
- Managed high-volume inbound calls while maintaining professionalism under pressure.
- Contributed to team performance goals by consistently meeting or exceeding key performance indicators (KPIs).
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Customer Service Representative
Kohl's
07.2015 - 01.2018
- Assisted customers with product inquiries and issue resolution, enhancing overall shopping experience.
- Processed transactions efficiently using POS systems, ensuring accuracy during high-volume periods.
- Maintained knowledge of current promotions and sales to provide relevant information to customers.
- Collaborated with team members to ensure store presentation met company standards and customer expectations.
- Handled escalated customer complaints, providing effective solutions while maintaining composure under pressure.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Certified Medical Assistant -
Concorde Career College
10.2019
Skills
- Customer Service & Client Support
- Inbound & Outbound Calls
- Call Documentation & Data Entry
- Appointment Scheduling
- Patient & Customer Relations
- Conflict Resolution
- Active Listening
- Electronic Record Management
- HIPAA Compliance
- Microsoft Office Suite
- CRM System
- Multitasking
- Problem Solving
- Professional Communication
- Time Management
- Remote Work Readiness
Timeline
Caregiver
Shaqwendolyn’s Home Health
03.2024 - Current
Call Center Representative
Amazon
01.2020 - 12.2024
Customer Service Representative
Kohl's
07.2015 - 01.2018
Certified Medical Assistant -
Concorde Career College