Alana Wallace
Rockford,MI
Summary
Results-driven professional skilled in direct patient care and relationship building. Proven ability to adapt communication styles to meet diverse client needs, ensuring safety and comfort while promoting independence.
Overview
11
11
years of professional experience
Work History
Direct Support Professional
Hope Network West Michigan
Grand Rapids, MI
08.2025 - 02.2026
- Assisted individuals with daily living activities, ensuring comfort and safety.
- Supported recreational and social activities, enhancing client engagement and well-being.
- Maintained accurate documentation of services provided and client behavior.
- Adapted communication styles to meet diverse client needs effectively.
- Participated in training sessions to enhance skills in direct support techniques.
- Maintained clean, safe, and well-organized patient environment.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Transported clients to medical and dental appointments to provide support.
- Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
Customer Service Representative
Farmers Insurance Agency
Caledonia, MI
06.2015 - 01.2024
- Resolved customer inquiries and claims with accuracy and efficiency.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed solutions for complex client issues, improving overall customer experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided comprehensive policy information to enhance customer understanding and satisfaction.
Education
High School Diploma -
Rockford High School
Rockford, MI05-1999
Skills
- Time management
- First aid and safety
- Client support
- Compassionate caregiving
- Behavioral management
- Housekeeping tasks
- Health and safety requirements
- Relationship building
- Direct patient care
- Client transportation
- Social skills development
Timeline
Direct Support Professional
Hope Network West Michigan
08.2025 - 02.2026
Customer Service Representative
Farmers Insurance Agency
06.2015 - 01.2024
High School Diploma -
Rockford High School