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CNA Resume Example

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CNA
Summary

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
High School DiplomaOwsley County High SchoolBooneville,KY,04/1993
Some College (No Degree)Hazard Community And Technical CollegeHazard,KY,
Some College (No Degree)Everest University - TampaTampa,FL,
  • 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
CNA LicenseBreathitt County Vocational SchoolJackson KY05/1994
Certifications
  • CNA License 1994
  • First Aid/CPR
  • Salesforce
Experience
Owsley County Health Care CenterCNA | Booneville, KY11/2019 to 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.
Intuit TurboTaxCustomer Service/Product Support | Work At Home, KY01/2019 to 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 CompanyOffice Manager | Booneville, KY01/2015 to 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 CollegeCustomer Service Specialist/Financial Services Representative | Hazard, KY04/2011 to 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.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Documented conversations with customers to track requests, problems and solutions.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Assisted customers in making payments on accounts, setting up payment plans when eligible.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Processed customer account changes.
  • Resolved customer issues and diffused situations by listening to concerns and developing solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
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Resume Overview

Companies Worked For:

  • Owsley County Health Care Center
  • Intuit TurboTax
  • Smith's Logging Company
  • Hazard Community & Technical College

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

Degrees

  • High School Diploma
    Some College (No Degree)
    Some College (No Degree)
    CNA License

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