Shirley Rabenold
ALLENTOWN
Summary
Dynamic Customer Support Specialist with a proven track record at Sequential Technologies International, excelling in client relationship development and effective problem resolution. Recognized for enhancing customer satisfaction through empathetic communication and technical troubleshooting, while leading initiatives that improved team productivity and service quality. Committed to delivering exceptional customer experiences.
Overview
27
27
years of professional experience
Work History
Customer Support Specialist
Sequential Technologies International
02.2022 - 07.2025
- Developed strong relationships with clients, resulting in positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Led project to integrate chat support, offering customers additional, convenient contact channel.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound chats/calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
CNA
Valley Manor Health And Rehabilitation
05.2011 - 03.2016
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
CNA
Cedarbrook Nursing Home
09.1998 - 04.2011
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
Education
No Degree -
Lehigh Carbon Community College
Schnecksville, PASkills
- Effective problem resolution
- Customer complaint resolution
- Client relationship development
- CRM software
- Detail-oriented data management
- User support and troubleshooting
- Telecommunications support expertise
- Effective conflict resolution
- Live chat support
- Quality assurance
- Comprehensive understanding of products
- Active listening
- Sales support
- Customer response
- Technical troubleshooting
- Organizational time strategies
- Effective multitasking
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Proficient in remote support tools
- SLA compliance
- Customer service
- Online chat support
- Telecommunications support
Timeline
Customer Support Specialist
Sequential Technologies International
02.2022 - 07.2025
CNA
Valley Manor Health And Rehabilitation
05.2011 - 03.2016
CNA
Cedarbrook Nursing Home
09.1998 - 04.2011
No Degree -
Lehigh Carbon Community College