Wakita Bell

Universal Agent

June 2011 to Present

Responds to customer technical problems/issues related to hardware, software and networking via e-mail and phone.
Assists customers by diagnosing problems and providing resolutions for technical and service issues. Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Identifies and provides input on unique or recurring customer problems. Focuses on delivering a positive customer experience. Monitors and tracks issues to ensure accurate resolution. Reviews and distribute pertinent cross-functional information. Escalates more complex customer technical issues to senior level support. Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations). Solves problems for customers with challenging expectations (often escalated or irate). Maintains/builds relationships with other groups that impact the technical aspect for phone support. Participates with managers to determine focus areas for technical improvements. Excels at recognizing internal and external customer's needs and expectations. Learns the full range of technology, products, and services and is able to identify how these products and services align to customer needs. Information and computing Securrity.

Certified Nursing Assistant & Certified Home Health Aide

May 2010 to Present

Provide patient care in Hospitals, Nursing Homes, and their Private Homes. Assisting each individual in various types of care according to the care plan developed. Taking vital signs, Help with some medical procedures, Assist patients entering or leaving their beds, Assist patients walking, Tidy patient's rooms, Answer call lights, Make beds, Deliver messages, Monitoring patients and reporting changes, Collecting samples for testing, Provide patient hygiene, Feeding patients, Monitoring food and liquid input/output and entrusted to work under no direct supervision.

Certified Nursing Assistant & Monitor Tech

September 2009 to Present

Provide patient care in a Long Term Care Hospital setting. Taking vital signs, Help with some medical procedures, Assist patients entering or leaving their beds, Assist patients walking, Tidy patient's rooms, Answer call lights, Make beds, Deliver messages, Monitoring patients and reporting changes, Collecting samples for testing, Provide patient hygiene, Feeding patients, Monitoring food and liquid input/output

Habilitation Training Specialist & Medication Aide Tech

July 2010 to January 2011

Provide care to developmentally disabled consumers in the privacy of their own home. Immediately responsible to the Program Coordinator Assistant (PCA) in carrying out all job responsibilities associated with direct care to the Service Recipient(s) on a daily basis. The PCA, with the consent of the Program Coordinator, may delegate responsibilities to the Habilitation Training Specialist (HTS). Encourage and practice the following critical competencies: organization and priority setting, flexibility, two-way communication, teamwork, relationship building, valuing diversity, developing self and others, critical thinking and judgment, and technical expertise, Trains and documents habilitation goal as in the individual plan and in accordance with the implementation strategy. Assist in preparation of meals for the service recipient and follow diet plans if required by individual program. Administer the service recipient his/her medication in accordance with Medication Aide Technician (M.A.T) standards and as directed by a physician. Must follow Service recipients Behavior Support Plan (BSP) and complete the required documentation. Keep the home of the service recipient clean and free of any hazards at all times. Attend all meeting, in-services, and classes that are required by Evergreen Ministries and DDSD. Be an advocate for the service recipient and report any violations to the PCA. Participate with all staff in formulating and implementing all matters pertaining to the operation of the home and the Service Recipient(s) progress.

Advanced Technical Specialist & Team Leader

November 2007 to November 2008

Take all incoming calls, respond to customer requests. Identify, research, and resolve customer issues using the computer system, assist the team manager in supervising a crew of 10-15 individuals making sure they maintained 100% customer satisfaction stats. Sell product and place customer orders in computer system. Provide customers with product and service information. Upsell products and services. Follow-up on customer inquires not immediately resolved. Complete call logs and reports. Research billing issues. Research misapplied payments. Recognize, document and alert the supervisor of trends in customer calls. Other duties as assigned reports to the team managers and is responsible for helping customers with troubleshooting problems, understanding warranties and policies, replacing products, setting up service appointments, and explaining repair procedures on products ranging from computers, printers, fax machines, MP3 players to large home appliances.

Cashier & Customer Service Associate

March 2007 to June 2007

I was Responsible for talking to the customer, responding to questions and giving assistance while processing transactions. Responsible for handling guest complaints and compliments, returning merchandise to shelves, accepting returns and exchanges, refunding money and maintaining a balanced cash drawer.

Manager on Duty

April 2004 to September 2006

Daily Operations, Manage a Crew of 10, Reservations, Guest Services, Audits, Deposits, Sales, Shopping, Travel to various meetings and Trainings to assist the General Manager and work in conjunction with the Hotel management team in all aspects of managing the day to day operation of the Hotel in order to maximize profitability and to ensure superior service and product quality is maintained. Managing and maintaining a secure Hotel environment. Ensuring the Hotel's quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness. Providing first class customer service Duty staff management, discipline and motivation.

Cashier

May 2003 to April 2004

Customer check-out, and Stocking, Answer customers' questions, and provide information on procedures or policies. Compute and record totals of transactions. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners. Greet customers entering establishments. Issue receipts, refunds, credits, or change due to customers. Issue trading stamps, and redeem food stamps and coupons. Maintain clean and orderly checkout areas. Offer customers carry-out service at the completion of transactions. Process merchandise returns and exchanges. Receive payment by cash, check, credit cards, vouchers, or automatic debits. Resolve customer complaints. Sort, count, and wrap currency and coins. Weigh items sold by weight in order to determine prices. Calculate total payments received during a time period, and reconcile this with total sales. Cash checks for customers. Keep periodic balance sheets of amounts and numbers of transactions

Verifier

November 2000 to November 2001

Las Vegas, NV
Verifier Nov-00' to Nov-01'
Speak to customers to re-confirm the information previously given by appointment setting associate was correct and record agreements with customers protect businesses by providing an unbiased, third party to confirm (verify) a customer's understanding and agreement, to any changes the sales agent want to make to their service. The verifier, who enters the information accurately into the system does no selling, technical support, telemarketing or customer service.

Data Entry Clerk

November 1999 to November 2000

Handled clerical tasks (e.g., data entry, filing, research of vehicle information, and numbering for sale) as the assistant to the Manager of the Dispatching Department. Maintained database and ensured the vehicles had the correct numbering and information for sale.