Certified Nursing Assistant offering 26 years of experience in healthcare environments. Excellent time management abilities with compassionate bedside manner and astute observational skills.
Excellent customer service skills, with over 5 years experience in call centers as well as over 2 years in work at home setting. Have a strong work ethic, hard working, dependable and reliable. Can make even the most irate customers feel at ease and diffuse almost any volatile situation. I am skilled in multi tasking like looking up difficult answers to customers questions all the while making them feel like I am there to help them and that I understand what they are going through.
Strong computer skills. Able to navigate many open screens, troubleshoot PC's, MAC's, I-Phones and Androids phones alike. I always follow the company guidelines on absenteeism and confidentiality.
Skills
High-energy attitude
Schedule mastery
Adaptive team player
Promotional support
Microsoft Office expertise
Inbound and outbound calling
Problem-solving abilities
Retail sales customer service
Technologically savvy
Project management abilities
Conflict mediation
Clerical support
Active listening
Call center experience
Analytical thinking/Planning
Empathy showing expertise
Strong Communication
Adaptability
Accuracy and attention to detail
Strong work Ethic
Hard worker and Fast learner
Time Management
Work well under pressure
Proficient in using Microsoft Excel, PowerPoint and Word
Strong Organizational skills
Critical thinking
Navagating several open windows at a time
Product and tax support
Ability to smile while using only the tone of my voice to make customers feel more at ease
Ability to diffuse situations with angry callers
Credit card payment processing
In-store support
Customer relations
Stockroom procedures
Quality assurance controls
Freight operations
Quality control
Education and Training
Owsley County High SchoolBooneville, KYExpected in 04/1993 ā āHigh School Diploma: - GPA:
Hazard Community And Technical CollegeHazard, KYExpected in ā ā: - GPA:
Everest University - TampaTampa, FLExpected in ā ā: - GPA:
Dean's List Honoree 4 semesters.
President's List Honoree 2 semesters.
3.9 GPA
Ranked in Top 3% of class
Major in Criminal Justice
Breathitt County Vocational SchoolJackson KY, Expected in 05/1994 ā āCNA License: - GPA:
Certifications
CNA License 1994
First Aid/CPR
Salesforce
Experience
Avamere - CNA Sandy, OR, 11/2019 - Current
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.
Documented patient intake and dietary requirements and assisted with feeding.
Documented activities and recorded information in EMR system.
Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
Exhibited compassionate care and communication regarding issues surrounding death and dying.
Provided nursing assistance to residents in a 94 bed long term care facility (Nursing Home).
Examined and addressed lacerations, contusions and other physical symptoms in need of further attention.
Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing and floor coverage.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Provided hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
Consulted with nurses to develop patient care plans and evaluate treatment options.
Watermark Retirement Communities - Customer Service/Product Support Fairview, CA, 01/2019 - 04/2019
Educated customers on product and service offerings.
Answered 20 to 30 calls per day to answer customer questions.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Improved customer satisfaction by finding creative solutions to problems.
Earned reputation for good attendance and hard work.
Recognized by management for providing exceptional customer service.
Improved operations by working with team members and customers to find workable solutions.
Smith's Logging Company - Office Manager City, STATE, 01/2015 - 08/2018
Conducted monthly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.
Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
Oversaw daily functions.
Oversaw training and daily performance of 10 employees.
Managed office inventory by maintaining documentation of stock.
Drafted internal documents and memoranda.
Managed office inventory and placed new supply orders.
Completed billing, collections and reporting duties on daily basis.
Enhanced customer satisfaction ratings by resolving account issues efficiently.
Increased office organization by developing more efficient filing system and customer database protocols.
Trained 10 employees on best practices and protocol while managing teams to ensure optimal productivity.
Provided scheduling and ensured timely and effective allocation of resources and calendars.
Scheduled appointments and maintained master calendar.
Updated employee paperwork and records.
Saved costs by soliciting vendor quotes to ensure optimal material purchase pricing.
Maintained office supplies inventory by checking stock and ordering new supplies as needed.
Set up new files and assigned tracking numbers.
Managed financial documentations such as expense reports and invoices.
Coordinated office activities and operations to secure efficiency and compliance with company policies.
Hazard Community & Technical College - Customer Service Specialist/Financial Services Representative City, STATE, 04/2011 - 01/2015
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Resolved average of 50 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
Recommended improvements to products and services to mitigate complaints.
Answered students, as well as parents, questions relating to their financial aide or student loans.
Handled customer complaints promptly and effectively.
Reviewed account and service histories to identify trends and issues.
Automated office operations while managing client correspondence, record tracking and data communications.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
Confirmed delivery of orders, troubleshooting missed delivery dates, shortages and overages.
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Resume Overview
School Attended
Owsley County High School
Hazard Community And Technical College
Everest University - Tampa
Breathitt County Vocational School
Job Titles Held:
CNA
Customer Service/Product Support
Office Manager
Customer Service Specialist/Financial Services Representative