Self-Driven Professional with 5+ Years of Experience Providing Quality Customer Service

SHAUNTAE ROSE

2016 Deraud St. Apt #1

Pittsburgh, PA 15219

412.330.7855

Summary

Self-driven professional with 5+ years of experience providing quality customer service in both home-based and public environments with an enhanced skillset in, 1st Call Resolution, multi-tasking, and prioritizing

Professional Experience

YMCAJanuary 1, 2017- Current

Welcome Center Sales Representative

• Make Directors aware of any issues.
• Resolve member account discrepancies
• Complete membership sign-ons
• Financial close-outs
• Answer phone inquires
• Create interpersonal relations with staff, members and prospects
• Manage multiple computer systems
• Promote programs and events

AfterCare Nursing Services TBI Service, Buffalo, NYDecember 2012- December 2015

PCA- Home and Community Services Specialist

• Delivered direct care to 4 clients recovering post brain injury on the weekly basis with activities of daily living including: assessment, training, supervision, and any assistance with self-care, task completion and communication
• Implemented Care Plan initiatives from the New York State Department of Health and on site as directed by RN’s and Supervisors
• Managed medication following all doctor prescribed instructions for each individual increasing self-sufficiency by overseeing that the consumer self-administer their medications properly
• Collaborated with community transportation services to assist consumers with safely commuting round trip to doctor appointments, shopping, and outings

Installs, Inc. Geek Squad, Buffalo, NY February 2010 – October 2011

Customer Service Representative

 Answered incoming inquiries for Geek Squad customers averaging 20-25 customers per hour via telephone or in person to educate customers on products or services

 Processed 40+ orders daily, documented in FMS, cancelled accounts, or obtained details of complaints.

 Managed complaints and grievances with quality control and escalated issues as needed

 confirmed appropriate solutions were made to resolve customers' issues

 Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

INTERNSHIP

Medical Assisting Intern Buffalo Medical Group,May-June 2004

Buffalo, NY

Clinical Duties:

 Assessed and recorded patient vitals,

 Performed physical assessments

• Documented patient histories, Performed EKGs and specimen collections.
• Administered vaccinations

Clerical: Greeted and checked-in patients, scheduled patient appointments, filed patient charts

SPECIAL PROJECT

Executive Producer artist singer song-writer of my EP. This project is composed of six original songs. It took 5 months to complete including recording time

VOLUNTEER

Promoter for music artist

Promoted local music artist music shows and venues generating revenue and familiarity of said artist