Aleisha Nicholson
Hammond,LA
Summary
Dedicated customer service representative with experience in training and mentoring staff. Skilled in critical thinking and effective communication, leading initiatives that improved service processes and team performance.
Dynamic customer service professional with proven skills in problem resolution, active listening, and conflict management. Committed to enhancing customer satisfaction and fostering strong relationships.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever
Work From Home
10.2024 - Current
- Delivered exceptional customer service through effective communication and problem-solving techniques.
- Resolved customer inquiries using CRM systems, ensuring timely and accurate responses.
- Collaborated with team members to improve service processes and enhance customer satisfaction.
- Trained new staff on company policies, procedures, and best practices in customer service.
- Implemented strategies to streamline operations, increasing efficiency in handling customer requests.
- Led initiatives to enhance team performance through mentorship and skill development sessions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Certfied Nursing Assistant
Prime Healthcare Staffing
Omaha, NE
07.2017 - Current
- Provided compassionate care to patients, ensuring comfort and dignity during daily activities.
- Assisted nursing staff with patient assessments and vital signs monitoring for optimal health outcomes.
- Implemented infection control protocols, enhancing safety standards within healthcare environment.
- Trained new staff on patient care techniques and facility policies to ensure quality service delivery.
- Collaborated with multidisciplinary teams to coordinate patient care plans, improving overall treatment effectiveness.
- Developed strong relationships with patients and families, fostering trust and open communication regarding care needs.
- Streamlined documentation processes for patient records, increasing accuracy and efficiency in reporting.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Mentored junior CNAs in best practices for caregiving, contributing to team development and performance improvement.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
Patient Care Technician
PAM Specialty Hospital
Miamisburg, OH
02.2025 - 08.2025
- Provided direct patient care, ensuring comfort and safety during daily activities.
- Assisted healthcare team with monitoring vital signs and documenting patient conditions.
- Administered prescribed treatments, medications, and therapies under nursing supervision.
- Collaborated with multidisciplinary teams to optimize patient care plans and outcomes.
- Evaluated patient feedback to refine service delivery and enhance overall satisfaction.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Led patient education initiatives to promote health literacy and self-management strategies.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Behavior Technician
Beacon Specializing Services
Dayton, Ohio
03.2020 - 09.2024
- Implemented individualized treatment plans to enhance client behavioral outcomes.
- Conducted data collection and analysis to track client progress and inform adjustments.
- Collaborated with interdisciplinary teams to ensure comprehensive care strategies.
- Trained new staff on best practices for behavior intervention techniques.
- Developed educational materials supporting client skill acquisition and generalization.
- Monitored and documented behavioral incidents to maintain accurate records for evaluation purposes.
- Led workshops on behavior management strategies for families and caregivers, promoting consistency in interventions.
- Utilized Applied Behavior Analysis (ABA) principles to modify challenging behaviors effectively.
- Adapted therapy materials as needed to meet the unique needs of each individual client, ensuring optimal engagement during sessions.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
Education
High School Diploma - Social Worker
Lakeland Community College
Willoughby, OH05-2027
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Scheduling
- Product knowledge
- Call management
- Follow-up skills
Certification
- Certified Nursing Assistant
- CPR
- MED TECH
Languages
English
Professional Working
Timeline
Patient Care Technician
PAM Specialty Hospital
02.2025 - 08.2025
Customer Service Representative
Foundever
10.2024 - Current
Behavior Technician
Beacon Specializing Services
03.2020 - 09.2024
Certfied Nursing Assistant
Prime Healthcare Staffing
07.2017 - Current
High School Diploma - Social Worker
Lakeland Community College