Alex Hoover
Pinckneyville
Summary
Dynamic customer service professional with a proven track record at HCSC, excelling in problem-solving and active listening. Recognized for resolving conflicts with empathy, enhancing customer loyalty, and managing high-stress situations effectively. Detail-oriented in data management, ensuring accurate record-keeping while delivering exceptional service and support to clients.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
HCSC
03.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administrative Assistant
Residential Home Health and Hospice
08.2021 - 03.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Demonstrated excellent multitasking abilities while simultaneously handling various administrative tasks such as answering phones, greeting patients, and data entry.
- Assisted in training new staff members on office procedures, ensuring consistent quality of services provided.
Certified Nursing Assistant
Residential Home Health and Hospice
09.2017 - 08.2021
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Utilized proper body mechanics during transfers and positioning, ensuring patient safety while minimizing risk of injury.
- Maintained a clean and organized work area within the facility that adhered to all health and safety regulations set forth by state guidelines.
Certified Nursing Assistant
Hamilton Memorial Nursing & Rehabilitation Center
08.2015 - 09.2017
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Shift Manager
Mcdonalds
09.2012 - 08.2015
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
- Excelled in every store position and regularly backed up front-line staff.
- Monitored employee food handling, safety and uniform requirements.
Education
No Degree - Certified Nursing Assistant
Rend Lake College
Ina, ILHigh School Diploma -
West Frankfort Community High School
West Frankfort, IL05-2011
Skills
- Service excellence
- Focused listening
- Problem-solving
- Detail-oriented data management
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call management
- Product knowledge
Timeline
Customer Service Representative
HCSC
03.2023 - Current
Administrative Assistant
Residential Home Health and Hospice
08.2021 - 03.2022
Certified Nursing Assistant
Residential Home Health and Hospice
09.2017 - 08.2021
Certified Nursing Assistant
Hamilton Memorial Nursing & Rehabilitation Center
08.2015 - 09.2017
Shift Manager
Mcdonalds
09.2012 - 08.2015
No Degree - Certified Nursing Assistant
Rend Lake College
High School Diploma -
West Frankfort Community High School
Similar Profiles
Christopher ThomasChristopher Thomas
Senior Provider Access and Servicing Strategy Technician at HCSCSenior Provider Access and Servicing Strategy Technician at HCSC
Elzbieta GeorgeffElzbieta Georgeff
Nurse Case Manager at HCSCNurse Case Manager at HCSC
Noopur ShahNoopur Shah
Appeals Specialist at HCSCAppeals Specialist at HCSC
Kadie RidgewayKadie Ridgeway
Healthcare Student Worker at SIH Medical GroupHealthcare Student Worker at SIH Medical Group
Lucas ChapmanLucas Chapman
Equipment Operator at USNEquipment Operator at USN