Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.
Skills
Monitoring fluids
Respiratory equipment training
Infection control procedures
Performing patient intakes
Experience
12/2019 to Current
Certified Nursing AssistantPih Health – Clifton, CA,
Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
Documented patient intake and dietary requirements and assisted with feeding.
Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
Responded to patient alarms and needs-assessment requests to identify course of treatment.
Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
Collected specimens, monitored vitals and maximized patient comfort.
Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing and floor coverage.
Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Used mobility and assistive devices to carefully transport patients.
Exhibited compassionate care and communication regarding issues surrounding death and dying.
08/2015 to 04/2020
Program Manager of Residential ServicesCvs Health – Palm Beach Gardens, FL,
Advocated for placement of patients into community-based treatment settings
Assessed each resident's psychosocial needs.
Coordinated referrals to community services by advocating for individual needs and addressing roadblocks.
Produced and updated organizational records and reports, including organizing budgets and documentation.
Developed and incorporated community-based programs to meet various needs and monitored each program's effectiveness.
Presented talks at community groups to promote organizational mission and programs.
Identified and hired talented individuals bringing valuable skills and great experience to team.
Collaborated with team members to identify and accomplish agency objectives.
Ensured each member of staff received development opportunities by implementing workshops, seminars and regular training.
Organized volunteer schedules and assignments to maximize efficiency and program effectiveness.
Analyzed data from surveys, referrals and follow-up services on financial, legal, crisis intervention, community referrals and outreach services.
Improved customer satisfaction by finding creative solutions to problems.
Attended departmental meetings, providing feedback to enhance future performance.
Collaborated with others to discuss new training opportunities.
Utilized excel, word and Microsoft office to compile data gathered from various sources.
Performed site evaluations, customer surveys and team audits.
Created agendas and communication materials for team meetings.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Collaborated in development of agency procedures.
03/2007 to 06/2015
Call Center Customer Service RepresentativeAetna Life Insurance Company – City, STATE,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Evaluated customer account information to assess current issues and determine potential solutions.
Helped company maintain exceptional client service ratings on external audits.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Prepared, completed and processed customer account forms and database changes.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Coordinated group meetings with life tech teammates to carry out customer requests.
Reviewed life and disability policies to establish and enforce rules when customers request coverage.
Documented conversations with customers to track requests, problems and solutions.
Provided detailed monthly departmental reports and updates to senior management.
Worked under strict deadlines and responded to service requests and emergency call-outs.
Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
Answered 250+ inbound calls per day and directed to designated individuals or departments.
Achieved top satisfaction, retention and referral rankings on consistent basis.
Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
Mentored junior team members and managed employee relationships.
Evaluated benefits for each caller to determine service needs and address concerns.
Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Increased customer satisfaction ratings 20% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Worked with managers to develop service improvement initiatives.
Cross-trained on life claims and disability claim roles in order to provide skilled back-up for customer-facing teams.
Achieved high customer satisfaction scores by de-escalating complaints quickly.
Trained 5 new employees each quarter in procedures and policies in order to maximize team performance.
Education and Training
Expected in
: Criminal Justice Strayer University - Washington, DC GPA:
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