Serenity B.

Handle inquiries via phone call, email and chat from current and former Company employees with flexibility throughout the day and week Conduct exit interviews Displaying good judgment, decision making and confidentiality Meet all Key Performance Indicators (KPIs) Open and maintain cases in the Salesforce case management system Assist the Company's HR Partners as required to resolve errors and maintain or update accurate information in Workday Solve problems and share solutions to resolve incoming inquiries Understand when the incoming request should be forwarded to the next tier or should be handled by immediate supervisor or team lead Navigate Pulse or other help center resources to locate required information Demonstrated customer service skills, attention to detail and decision making skills Excellent written and verbal communication skills Maintain high level of integrity related to Associate Personal Information Perform other duties as assigned Regular attendance is required to be successful in this role and overtime may be required as business needs dictate. This role will require flexibility to work shifts that will vary between 7am-6pm Monday to Friday

* Ensured that US Citizens received the most up to date information so that they were able to schedule and obtain their COVID-19 Vaccinations. This was done by taking ownership of every interaction to partner with each caller to relay locations, ande details in order for the completion of the task. * Remained responsible for following CDC Guidance and information to assist callers who questions regarding COVID-19 and the Vaccinations available and the process and information they needed to resolve concerns regarding the vaccines and requirements. * Took responsibility of putting forward a Customer Conscious attitude on the phones in an effort to assist the callers; as well as meet the Key Performance Indicators that the Project Manager put in place ranging from Talk Time, Hold Rate and Dead Air Policy and Quality Call Monitor. * Successfully worked remotely; with little need for immediate supervision; remaining in Adherence with my Schedules as well as using my resources to resolve issues through both Calls and Systems concerns rapidly and effectively.

Companionship Listen carefully to complaints and resolved issues in a professional and accommodating manner. Maintained a safe, secure, and healthy environment for the patient and staff personnel by following accepted standards and procedures Gravity feeding Answer calls, schedule appointments, book appointments Communicate with various people daily Problem solving in different situations and coming up with effective ways to deal with any situation at hand

Customer interactions every day Performed numerous administrative tasks as necessary, including organizing meetings, interacting with patients as well as their families, and answering phone calls and emails. Monitored the condition of patients by observing their physical and mental health, their feeding habits, as well as, their exercise routines. Supported patients by providing housekeeping and laundry services. Assisted patients by providing personal services, such as bathing and grooming.