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cna resume example with 10+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Career Overview
  • Highly enthusiastic customer service professional with almost 10 years client interface experience.
  • Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
  • Skilled customer service agent committed to addressing customer concerns with speed, accuracy and professionalism.
  • Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
  • Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
  • Certified Nursing Assistant with experience serving chronically ill patients, including assisting with daily living activities and household tasks. Patient and highly compassionate.
  • Current CNA certification valid
  • Successfully completed one semester of clinical
Educational Background
GED: Regents, Expected in to Amherst High School - Amherst, NY
GPA:
: General Studies - Nursing Concentration, Expected in to Erie Community College - Williamsville, NY
GPA:
Completed pre-requisites for nursing program.
Associate of Applied Science: Nursing, Expected in 2018 to Trocaire College - Buffalo, NY
GPA:
Began Jan 2017
Core Strengths
  • High customer service standards
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Strong problem solving ability
  • Strong organizational skills
  • Courteous demeanor
  • Adaptive team player 
  • Service solutions expert
  • Employee relations specialist
  • Troubleshooting skills
  • Proficient with Microsoft Office Suite
  • Customer Relationship Management software (CRM)​
  • Active listening skills
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  • Sharp problem solver
Achievements
 
  • Managed call flow with up to 60 calls in queue per minute.
  • Top sales referrals for many weeks
  • Helped patients by serving meals, feeding as necessary, ambulating, turning, and positioning in bed.
  • Ensured charting accuracy through precise documentation.
Work Experience
CNA, 04/2016 to 07/2016
Marquis CompaniesKlamath Falls, OR,
  • Observed and documented patient status and reported patient complaints to the case manager.
  • Read and recorded temperature, pulse and respiration.
  • Assisted with adequate nutrition and fluid intake.
  • Directed patients in prescribed range of motion exercises and in the use of braces or artificial limbs.
  • Provided transportation, assistance and companionship to clients.
  • Positioned residents for comfort and to prevent skin pressure problems.
  • Assisted with transferring residents in and out of wheelchairs and adaptive equipment.
  • Tended to patients with chronic illnesses.
  • Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs.
  • Recognized and reported abnormalities and/or changes in patients' health status to nursing staff.
  • Assisted with ADLs.
  • Provided patients and families with emotional support.
  • Promoted personal and co-worker safety.
Specialized Services Representative, 2014 to Current
Florida East Coast RailwayMiami, FL,

Assisting customers with multiple login issues. Walking customers through the process of downloading new browsers and setting up online banking. Also general bank operations, transfers, check orders, taking payments for auto and mortgage loans. Back end research for bill payment related inquires.


  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
Licensed Reissue Agent, 02/2011 to 10/2013
GeicoCity, STATE,

Taking payments from policyholders, coverage counseling, creating and finalizing endorsements some of which are difficult. Retaining customers, changing between multiple computer systems while on the phone in an efficient manner.


  • Top agent multiple times.
  •  Received license for CT and NY for property and casualty lines
  • Developed effective relationships with all call center departments through clear communication.
  • Trained staff on how to improve customer interactions.
Dispatcher, 07/2010 to 03/2011
Amherst AlarmCity, STATE,

Dispatching proper authorities to residential and commercial locations. Filing incident reports based on alarm activity. Answering phone calls from clients who need assistance with their systems. Entering in new alarm codes for new and existing clients.


  • Verified that information in the computer system was up-to-date and accurate.
  • Immediately reported fires, accidents and other safety hazards.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
Interests

  • Horseback Riding
  • Spending time with my daughter
  • Arts and Crafts
  • Reading
Technical Skills
Microsoft Word Expert 8 Today
Windows Expert 10 Today
Microsoft Office Expert 5 Today
Skills
  • Cash handling
  • Shipping and receiving
  • Careful and active listener
  • Professional and friendly
  • Multi-tasking
  • Patient-focused care
  • Detail-oriented
  • Compassionate and trustworthy caregiver
  • Medical terminology
  • Charting and record keeping
  • Excellent interpersonal skills
  • Time management

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Resume Overview

School Attended

  • Amherst High School
  • Erie Community College
  • Trocaire College

Job Titles Held:

  • CNA
  • Specialized Services Representative
  • Licensed Reissue Agent
  • Dispatcher

Degrees

  • GED
  • Associate of Applied Science

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