Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

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.

  • Monitoring fluids
  • Respiratory equipment training
  • Infection control procedures
  • Performing patient intakes
12/2019 to Current
Certified Nursing Assistant Pih 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 Services Cvs 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 Representative Aetna 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

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Resume Overview

School Attended

  • Strayer University

Job Titles Held:

  • Certified Nursing Assistant
  • Program Manager of Residential Services
  • Call Center Customer Service Representative


  • Some College (No Degree)

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