Joanne Lewis
Barriere,BC
Summary
Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Nurse Practitioner with expertise in management and staff supervision. Strong desire to focus on preventative care and health education.
Overview
8
8
years of professional experience
Work History
Nurse
Interior Health
Kamloops
03.2007 - 04.2013
- Delegated staff nurse duties.
- Applied and removed casts, sutured soft tissue injuries and changed dressings.
- Conducted screenings, diagnostic treatment and rehabilitative services on a primary health care team.
- Oversaw the training of 4 students annually.
- Trained 4 new LPNs annually.
- Supervised LVNs, NAs and non-clinical staff.
- Educated patients about reproductive health issues and dispensed contraceptives.
- Cared for 4-8 obstetrics and gynecological patients per shift.
Customer support call centre
Convergys
Convergys
08.2005 - 04.2007
- Managed high call volume with tact and professionalism.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Education
LPN diploma - Nursing
Sprott Shaw
2007
Skills
- Skilled in call center operations
- Customer interface expertise
- Adheres to customer service procedures
- Strong problem solving aptitude
- Completed telephone training seminar
- Laceration repair aptitude
- Strong clinical judgment
- Acute care expertise
- Disease prevention and intervention specialist
- Palliative care awareness
- Critical care nursing
- Superior verbal and written communication skills
- Composed
- Exceptional attention to detail
Timeline
Nurse
Interior Health
03.2007 - 04.2013
Customer support call centre
Convergys
08.2005 - 04.2007
LPN diploma - Nursing
Sprott Shaw
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