Kirstie Parris

• I am currently working in the service booking/frontline role as well as a Customer Relations agent dealing with escalated customers and assisting new operators with queries
• I have also recently been trained to deal with MSD calls and WINZ clients and their deliveries
• I am proficient using Salesforce, JDE, CBW and Go Fish
• I also occasionally assist in floor walking duties.

• Responsible for up to 10 agents) Responsibilities: I was an administrator responsible for pulling several daily reports into for the verification team and addressing any problems with the reports such as low performance
• I am also responsible for handling the team roster (Excel) and answering calls when needed
• I have also cross trained in Quality Assurance.

Provide customer service to incoming calls as well as enter customer data into the system to set them up for billing and service purposes. Day to day work with technicians to ensure that scheduled were full and ensure there was productivity. Also raised purchase orders for various vendors for our technicians in the field. Assist with customer invoicing queries and provide credit notes where required.

• Managed time efficiently in order to complete all tasks within deadlines.
• Passionate about learning and committed to continual improvement.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
• Processed claim paperwork and followed up on missing information to complete processing.
• Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
• Generated, posted and attached information to claim files.
• Maintained detailed service and customer records.
• Checked documentation for accuracy and validity on updated systems.
• Modified, updated and processed existing policies.
• Communicated effectively with staff members of operations, finance and clinical departments.

• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
• Communicated with management about trends in customer calls to help team efficiency and success.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
• Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
• Responded to customer requests for products, services, and company information.
• Answered constant flow of customer calls with minimal wait times.
• Handled customer inquiries and suggestions courteously and professionally.
• Processed customer service orders promptly to increase customer satisfaction.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided primary customer support to internal and external customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Analyzed problematic areas to provide recommendations and solutions.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.

• I was previously responsible for a team of 5 agents within the activations team who take incoming calls from customers regarding the activation of their mobile phones
• I handle most escalations that come through this team and monitor the SLA
• Also help out with the data entry and activation of sales in the portal that is used.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Mentored and guided employees to foster proper completion of assigned duties.
• Promoted high standerds through personal example to help each member understand expected behavious and standards.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Collected, arranged, and input information into database system.

• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Helped customers locate products and checked store system for merchandise at other sites.
• Prepared merchandise for sales floor by pricing or tagging.
• Rotated stock and restocked shelves to maintain product availability and store appearance.

• As customer service we were responsible for helping people in the dressing rooms as well as directing them to correct areas of the store
• As a cashier we were responsible for getting them through the lines as quickly as possible and answering any inquiries they had.

• Motivated and led sales team to achieve performance targets for initial prospect interaction, scheduling, engagement during sales process and closing.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Trained personnel on policies, procedures and communications for in-person and telephone etiquette.
• Conducted performance reviews, handle employee matters relating to job performance, grievances, promotions, transfers and terminations.
• Led staff meetings to discuss customer service and sales goals, operational problems or procedural changes.
• Recruited and hired new sales staff by coordinating advertisement of open positions and conducting interviews.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
• Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.

• As a manager I accounted for the inventory of the store as well as scheduling and training of 8 employees
• I also handled the inputting of data for payroll for my store
• Handled the daily paperwork to balance the tills and counted and put together the daily deposits
• Finally took care of customers both in the store and at the gas pumps.

• Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
• Supervised patients on commodes, in toilets, and bathrooms and assisted patients with hygiene needs.
• Lifted patients using appropriate equipment in accordance with moving and handling policy.
• Communicated effectively with patients and families to provide information about care and treatment.
• Arranged bedding and cushions to enhance patient comfort in bed and chairs.
• Maintained clean environment with due consideration to health and safety issues and infection control policy.
• Assisted with taking vital signs and documenting blood pressure and temperature for proper tracking.
• Observed patient skin conditions and reported findings to registered nurse.
• Administered prescribed medications and monitored patient reactions to address contraindications.
• Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
• Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
• Documented patient information and care activities in electronic health record.
• Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
• Helped patients with self-feeding and assisted feeding, based on individual needs.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Facilitated personal hygiene management, feeding and ambulation.
• Responded to patient requests for supplies and personal comfort items such as extra blankets.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Followed directions of licensed nurses to administer medications and treatments.
• Supported needs of 10+ residents under long-term care.

• Helped Residents with their daily living including bathing, eating, and transport to and from the dining area
• Also sat as companionship with bed bound residents
• Also responsible for medication passes and accounting for all narcotics on the medication cart at the beginning and end of shift.

• Travelled to different residences and helped clients with their daily living needs, including: bathing, shopping, cooking and laundry
• Usually spending from 2-8 hours with them depending on the client needs.

• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
• Communicated with management about trends in customer calls to help team efficiency and success.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Took 1000+ calls per 8 hour shift from customers requiring telephone numbers or addresses
• As well as assist with any other information they required such as movie listings or horoscopes
• Also was expected to meet the company's goals for call times.

• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
• Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
• Cared for residents in assisted living facility and delivered high-quality support to meet needs.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
• Documented patient information and care activities in electronic health record.
• Helped patients with self-feeding and assisted feeding, based on individual needs.
• Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
• Facilitated personal hygiene management, feeding and ambulation.

• Travel to different facilities to assist regular employees in patient care
• This included bathing, eating, and transfers using 2 aides or Hoyer lifts.

• Long term Care Facility for children)

• Term Care Facility for children, Responsible for up to 10 patients ranging in age from infant up to middle age
• All or most had tracheotomies so was responsible for tracheotomy care as well as bathing, feeding (orally or by tube), dressing and transfers using two person assist or Hoyer lifts.

• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Connected callers with appropriate professional, department, or business.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Collected and verified telephone numbers, addresses, and proper spelling of names.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Maintained accurate records of calls placed and received.
• Followed up on customer inquiries to confirm issues were adequately addressed.
• Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
• Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
• Handled customer complaints using strong engagement, research and issue-resolution skills.
• Gathered customer information and promptly input data into computer system.
• Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
• Collected personal information from customers to accurately document requests.
• Handled calls from drivers on radio

• Responsible for taking multiple calls from customers to assist them in getting roadside assistance
• Also was responsible for dispatching up to 15 tow trucks through a radio to customers
• Finally responsible for reading and responding to customer complaints or commendations.