Destiny Mcclam Email and Phone Number

• Supervise, monitor, and coach to empower service users/patients to be as independent as possible and have• control over their own lives• Monitor progress and document patient health status changes to keep care team updated• Document residents’ mental status, sleep, and eating patterns in medical record book• Consult with supervisors to assess cases, assist with case management, and plan strategies for enhancing care• Perform social duties including but not limited to preparing and cooking meals, essential cleaning, shopping, billpayment and home maintenance• Consistently review compliance of home with established policies and procedures for the residence• Make assessments, provide physical care, administer medications, teach, and supported family members• Consult with relevant community agencies, the coordination of multi-agency services, and participation in• multi-agency support teams on behalf of consumers• Assist Patient with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities• Monitor and maintain cleanliness, sanitation, and organization of assigned station and service areas

• Ensured effective customer service by responding accurately, timely and courteously to calls, written (email), web (chat) inquiries while accurately documenting inquiries• Answered 40+ inbound calls daily assisting customers• Initiated or processed adjustments or performed other research as needed to resolve inquiries• Created and resolved escalation tickets via Zendesk ticketing system• Responded to priority inquiries and special projects as required by management• Provided feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments• Maintained knowledge of quality work instructions and company policies• Maintained all departmental productivity, quality, and timeliness standards• Identified and promptly reported suspected fraudulent activities and system errors to the appropriate departments• Provided basic technical troubleshooting for debtors using our portal. This included password resets, error messages, and service tickets• Entered confidential information about customers into CRM (customer relationship management tool)• Researched, recorded findings, and communicated effectively with Manager to achieve optimum performance• Established payment arrangements as requested and needed

• Calibrated the machine before the production began• Ensured the machines are regularly checked and cleaned• Monitored and controlled the machine performance and setting.• Regularly conducted tests of the machine’s performance and operating capacity• Inspected machinery with appropriate tools and procedures• Fed raw materials into semi-automated machines and helped the assembly line• Fixed any issues or malfunctions that may occur with the machinery and report to management • Checked the output of the machines and identified any known issues• Kept an updated database on all the machine’s information, defective units, and final products• Maintained a log of the activity and regularly submit performance reports

• Drove profitable customer and product strategies across Digital Platforms with the goal of acquiring, retaining,• and serving the right customers to drive meaningful engagement, profitable economics, and deliver key metrics• Interacted with customer via phone, email, and chat to assist with all questions, concerns, and inquiries regarding their financial account• Properly diagnosed customer needs and proactively educated them about the features and benefits of TD Bank products and services• Demonstrated a genuine interest in customers and asked questions to resolve the customers concern while understanding how TD Bank can help meet their financial needs• Presented options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first• De-escalated situations involving dissatisfied customers, offering patient assistance and support• Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service• Assisted in developing strategies to understand how the customers were engaging with us and opportunities to improve engagement• Created and resolved escalation tickets for customer inquiries that could not be resolved in a first call resolution• Created and resolved escalation tickets via ticketing systems such as Zendesk• Analyzed a customer’s service needs and referred them to other service or technical departments for follow up or additional information as needed