Twana Cochran
Cleveland
Summary
Diligent Customer Service/Scheduling Coordinator with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
17
17
years of professional experience
Work History
Direct Support Professional
Life Bridges, LLC
12.2024 - Current
- Provided direct support to individuals with disabilities, enhancing daily living skills and fostering independence.
- Assisted in implementing personalized care plans, ensuring alignment with individual needs and preferences.
- Facilitated recreational activities, promoting social interaction and engagement among clients.
- Monitored client progress, documenting observations and reporting changes to the supervisory team.
- Trained new staff on best practices for client care and safety protocols within the facility.
- Adapted quickly to changing client needs, demonstrating flexibility in providing tailored support services.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
Office Manager
TAG Construction
02.2014 - 03.2024
- Oversaw daily office operations, ensuring smooth workflow and adherence to policies.
- Managed vendor relationships, negotiating contracts to optimize service quality and cost efficiency.
- Developed and implemented office procedures, enhancing operational effectiveness and employee productivity.
- Coordinated project schedules and deadlines, facilitating communication between teams for timely completion.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Customer Service Representative
Heritage Insurance Agency
02.2009 - 02.2014
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Processed policy changes and claims accurately, ensuring compliance with company standards.
- Educated clients on insurance products, improving understanding and promoting informed decision-making.
- Trained new staff on customer service protocols, fostering a collaborative team environment.
- Handled all incoming calls for office.
Education
High School Diploma -
Bradley Central High School
Cleveland, TNSkills
- First aid and safety
- Client support
- Customer Service (Telephone)
- Administrative
Timeline
Direct Support Professional
Life Bridges, LLC
12.2024 - Current
Office Manager
TAG Construction
02.2014 - 03.2024
Customer Service Representative
Heritage Insurance Agency
02.2009 - 02.2014
High School Diploma -
Bradley Central High School