Ivy Carroll

• Provide direct patient care, assisting patients with activities of daily living.

• Obtain and document vital signs and report changes to nursing staff.

• Performed phlebotomy, blood glucose testing, EKG's and other labs testing.

• Maintain accurate documentation and comply with HIPAA and infection-control standards.

• Handled a high volume of inbound customer calls
• Maintained composure and professionalism while handling difficult and escalated customer calls, effectively de-escalating situations to achieve positive outcomes.
• Educated customers on products, services, and policies, enhancing their understanding and ensuring a positive customer experience.

• Order Fulfillment: Accurately select and purchase items from a variety of stores based on customer in-app orders, ensuring product quality and freshness.
• Customer Communication: Proactively communicate with customers regarding order updates, potential substitutions for out-of-stock items, and special requests via the app's messaging system.
• Delivery & Logistics: Plan efficient delivery routes and ensure timely delivery of orders to customer doorsteps using a reliable vehicle

• Delivered excellent customer service by adapting to diverse passenger needs and preferences (e.g., assisting with luggage, adjusting ambiance, providing local recommendations).
• Utilized GPS and real-time traffic monitoring tools to optimize routes, resulting in 95% on-time arrivals and minimized travel time.
• Maintained a flawless driving record and ensured high standards of vehicle cleanliness and safety for every passenger.

• Participated in quality calibration sessions to ensure consistency in quality scoring and a shared understanding of performance expectations across departments
• Provided comprehensive, objective feedback and coaching to operations teams based on quality review findings, successfully contributing to improved performance metrics.
• Analyzed audit results to identify error trends, root causes, and areas for process improvement, collaborating with management to implement corrective actions and enhance operational efficiency

• Ensured data integrity for prescription orders within Cigna's pharmacy management systems, achieving a [Percentage]% accuracy rate.
• Utilized multiple software systems and databases to access and manage patient records and prescription details in fast-paced, high-volume environment.
• Maintained adherence to HIPAA and federal/state regulations governing patient data privacy and prescription processing, safeguarding confidential information.