Angela Oaks
Jackson
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
15
15
years of professional experience
2005
2005
years of post-secondary education
Work History
Customer Service Representative
Foundever
Chavies
06.2021 - 11.2023
- Assisted customers with inquiries via phone and email communication.
- Resolved customer complaints effectively and efficiently to ensure satisfaction.
- Collaborated with team members to streamline service processes and workflows.
- Assisted customers with card updates, card troubleshooting and fraudulent transactions.
- Educated customers on product features and service offerings regularly.
- Documented customer interactions accurately in the company CRM system.
- Maintained up-to-date knowledge of company policies and procedures.
- Provided feedback to management on common customer issues for improvement.
Direct Support Professional
Lifetime Potentials
Jackson
03.2009 - 06.2017
- Supported individuals with disabilities in daily living activities and personal care.
- Assisted clients in developing social skills and building relationships with others.
- Collaborated with healthcare professionals to create individualized support plans.
- Provided transportation to appointments, community events, and recreational activities.
- Monitored client progress and reported changes to the care team promptly.
- Facilitated skill-building exercises to promote independence and self-sufficiency.
- Maintained a safe and clean environment for clients and staff at all times.
- Trained new staff on company policies, procedures, and best practices in care delivery.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Accompanied individuals on outings to promote independence and integration into the community.
- Maintained clean and well-organized environment for client happiness and safety.
- Followed care plan and directions to administer medications.
- Assisted individuals in learning and developing new skills.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Used approved crisis intervention techniques in emergency situations.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Assisted with planning and coordination of activities and outings based on individual needs.
- Documented current patient information to update vital signs, behaviors, and eating habits.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Collaborated with other staff members to develop individualized service plans for each participant.
- Tracked and reported clients' progress based on observations and conversations.
- Facilitated social interactions between participants and their peers in the community.
- Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Developed relationships with families of those receiving services to ensure continuity of care.
- Encouraged and reassured clients throughout transitions to facilitate smooth discharge.
- Assisted clients with maintaining good personal hygiene.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Maintained detailed records of services performed on clients.
- Organized oral medications for clients following dosage and schedule requirements.
- Helped clients get in and out of beds and wheelchairs.
- Monitored health and well-being of clients and reported significant health changes.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
Customer Service Manager
IGA Supermarket
Jackson
09.2011 - 10.2013
- Managed customer service team to enhance service quality and efficiency.
- Resolved customer complaints and inquiries through effective communication.
- Trained new staff on customer service protocols and operational procedures.
- Maintained orders for deli/bakery
- Coordinated with inventory management to address product availability issues.
- Implemented feedback systems to gather customer insights and improve services.
- Conducted regular team meetings to discuss performance and share updates.
- Monitored service standards to maintain compliance with company policies.
- Developed schedules for team members to ensure adequate coverage.
Education
Office Technology - Administrative Assistant
Breathitt Co ATC
JACKSON, KY 08.1996 - 08.2000
Breathitt Co. High School
JACKSON, KYSkills
- Customer service
- Product knowledge
- Call handling
- Team collaboration
- Customer support strategies
- Data documentation
- Staff training
- Effective communication
- Problem solving
- Time management
- Active listening
- Typing proficiency
- Quality control
- Call management
- Coordination
- Computer proficiency
- Decision-making
- Multi-line phone talent
- Documentation
- Customer relations
- Grammar
- Email management
- Dispute resolution
- Empathy and patience
- Office equipment proficiency
- Adaptability and flexibility
- Client relations
References
- Can share upon interview
Timeline
Customer Service Representative
Foundever
06.2021 - 11.2023
Customer Service Manager
IGA Supermarket
09.2011 - 10.2013
Direct Support Professional
Lifetime Potentials
03.2009 - 06.2017
Office Technology - Administrative Assistant
Breathitt Co ATC
08.1996 - 08.2000
Breathitt Co. High School