Las Vegas, Nevada, United States
I recently obtained my Google IT Support Specialist Certification through Merit America. I am also currently a full-time Tier 3 Process Assistant at an Amazon Fulfillment Center. As part of the leadership team, I work closely with our managers to promote a safe workplace and encourage associates to follow standard work. I have more than 5 years of experience in customer service. I was a Certified Nursing Assistant for many years and also worked as a call center agent where I was tech support to customers with Apple products such as iPhone, iPods, iPads, Apple Watches, and iMacs. After having experienced the technicality of devices, my passion for technology grew. I took some computer classes in colleges such as Introduction to Computer Information Systems, Introduction to Web Design, and Introduction to Microsoft Office. I enjoy traveling and trying out new dishes.
-Lead over 20+ associates to successfully process assigned duties such as palletizing packages and inducting orders from customers while following company safety standards and protocols -Support daily management of department duties, including allocating labor, leading meetings, assigning job duties, and communicating with internal and external suppliers. -Ensure successful area performance through tracking, reporting, and feedback of associate performance. -Emphasize the importance of safety to all associates. -Meeting planned volume for the shift and exceeding to over 15% -Monitor, set goals and provide appropriate training to associates.
-Supported 40-60 inbound and outbound technical calls daily from customers in North America and Canada -Answered customer calls and provided accurate, satisfactory answers to their queries and concerns -De-escalated situations involving dissatisfied customers, offering patient assistance, and guided callers through troubleshooting -Collaborated with other call center professionals to improve customer service -Trained new employees and informed them about the company’s customer management policies
-Helping patients with activities of daily living (ADLs -Serving meals and helping patients eat -Lifting and moving patients -Taking vital signs -Maintaining a clean and sanitized environment -Facilitating patient care -Communicating with healthcare team and family members -Providing companionship and friendship