Shanti Lama
Richmond,CA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Elmwood healthcare center
Berkeley, CA
05.2023 - 06.2024
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
Certified Nursing Assistant
Lake Merrit healthcare center
Oakland, CA
08.2022 - 08.2023
Certified Nursing Assistant
Elmwood Nursing Home
Berkeley, CA
06.2019 - 07.2022
- Cleaned and sanitized patient rooms according to established protocols.
- Observed patients for any changes in their physical or mental condition.
- Participated in educational programs related to nursing assistant skills development.
- Responded quickly to emergency situations involving sudden illness or injury.
- Provided comfort measures such as back rubs and positioning pillows for added comfort.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Took temperature readings orally or rectally as instructed by the RN or MD.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Answered call lights promptly and responded to patient needs accordingly.
- Reported changes in patient condition to registered nurse or physician.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Assisted residents in preparing for activities and social programs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted residents with bathing and dressing to promote personal hygiene.
Consular Assistant
Embassy of Germany
Nepal, Kathmandu
10.2008 - 12.2016
- Reviewed visa application documents for accuracy and completeness before submitting them for processing.
- Processed passport applications, renewals, and other documents related to travel abroad.
- Responded to inquiries from foreign nationals regarding visa requirements and procedures.
- Provided translation services when necessary during interviews with foreign nationals applying for visas.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Typed, formatted and edited correspondence and other documents.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Communicated with customers, employees and vendors to answer questions and address complaints.
Education
Bachelor of Science - Healthcare Management
South University
Savannah, GA07-2024
GED -
Berkeley Adult School
Berkeley, CA10-2019
Skills
- Product Knowledge
- Inbound and Outbound Calling
- Account updating
- Complaint resolution
- Data Entry
Languages
German
Limited
Hindi
Limited
Nepali
Native/ Bilingual
Tibeten
Limited
Timeline
Customer Service Representative
Elmwood healthcare center
05.2023 - 06.2024
Certified Nursing Assistant
Lake Merrit healthcare center
08.2022 - 08.2023
Certified Nursing Assistant
Elmwood Nursing Home
06.2019 - 07.2022
Consular Assistant
Embassy of Germany
10.2008 - 12.2016
Bachelor of Science - Healthcare Management
South University
GED -
Berkeley Adult School