Amber Breedlove

While working at Nova Center of the Ozarks as a Residential Assistant I was able to build the position from the ground up having written the standard of procedures as well as making effective Excel and Word documents that were adopted by the whole residential department. I made multiple proposals which have been approved to change our filing system and have fully integrated all filing into the residential assistant position. We do daily tracking of several different components such as log notes and outcomes, general event reports, health notes, schedules, overtime, and more. Being a residential assistant held elements of being a direct support professional, DDP, and administrator having a hand in aspects of those positions.

• Communicated with team members about resident concerns and needs each week and participated in the health and safety committee to implement company-wide adjustments.
• Performed administrative tasks such as filing paperwork and updating databases, such as Therap and HRST.
• Maintained accurate records of incidents involving residents documenting them in a monthly ATSC report for tiered supports.
• Assisted in the development and implementation of BSP programs to meet the needs of residents.
• Participated in departmental, organizational and community meetings.
• Covered late night shifts and On Call days to ensure continuous support.
• Developed strategies to address challenging behavior among residents in Tier One and Tier Two.
• Developed and deepened relationships with residents and fellow staff through cross training at all ISLs with both male and female residents of various ages.
• Created several Excel and Word documents to assist in daily documentation and upkeep for Residential Admin as well as making Excel tracking documents for HR and Training Coordinator.
• Keeping Physician Orders up to date, working with the Pharmacy regarding updates and meeting with a representative of the pharmacy for edits to the physician orders every three months, delivering and picking up Primary Care Physician signed orders.
• Tools of Choice comprehension checks.

At the beginning of working with Nova Center of the Ozarks, I was a Direct Support Professional doing one-on-one care and support for the ippndividuals. After six months I was promoted to a Residential House Manager. This position consisted of DSP work along with managing the staff of the ISL, checking all documentation on Therap and on paper. Doing supply and grocery shopping having to stay within the budget and work with different diets, along with attending all appointments.

• Managed daily operations of residential house for individuals with developmental disabilities.
• Supervised staff to ensure compliance with care plans and safety protocols.
• Coordinated scheduling and transportation for residents' medical appointments and activities.
• Trained new employees on policies, procedures, and best practices for care delivery.
• Monitored client behavior and reported changes to healthcare professionals.
• Maintained accurate documentation of client progress and incidents.
• Implemented safety procedures to ensure a secure environment for clients.
• Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
• Maintained clean and well-organized environment for client happiness and safety.
• Followed care plan and directions to administer medications.
• Assisted individuals in learning and developing new skills.
• Developed strong and trusting rapport with patients to facilitate smooth, quality care.
• Used approved crisis intervention techniques in emergency situations.
• Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
• Documented current patient information to update vital signs, behaviors, and eating habits.
• Tracked and reported clients' progress based on observations and conversations.
• Assisted clients with maintaining good personal hygiene.
• Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.

• Assisted customers with inquiries about products and services.
• Resolved technical issues related to mobile devices and service plans.
• Educated customers on billing procedures and payment options.
• Handled escalated customer complaints with empathy and professionalism.
• Provided feedback to management on common customer concerns.
• Participated in training sessions to enhance product knowledge and skills.
• Maintained high levels of professionalism while interacting with customers via phone or email.
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Navigated through computer systems to review information and respond appropriately to callers.
• Maintained strong call control and quickly worked through scripts to address problems.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Offered resolutions to de-escalate calls and solve customer issues.
• Utilized knowledge base to answer inquiries from customers quickly and effectively.

• Assisted customers with inquiries about products and services.
• Documented customer interactions using company CRM software.
• Handled escalated customer complaints with empathy and professionalism.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• Maintained high levels of professionalism while interacting with customers via phone or email.
• Updated customer accounts, addresses and contact information within call management databases.
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Navigated through computer systems to review information and respond appropriately to callers.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Offered resolutions to de-escalate calls and solve customer issues.
• Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
• Assisted customers with navigating the company's website to locate desired information or items for purchase.
• Participated in daily huddles with team members in order to discuss common goals and objectives.
• Stayed current on relevant product and service offerings as well as competitor pricing models.

Working with Easy Living Inc began my journey with direct support for disabled individuals and caring for people with several differences. This began my passion for helping people.

• Collaborated with families to support clients' daily living activities.
• Implemented community engagement strategies to promote independence.
• Trained clients in effective communication techniques and problem-solving skills.
• Assisted clients with daily living activities and personal care needs.
• Monitored client behavior and reported changes to healthcare professionals.
• Provided transportation and assistance for appointments and community outings.
• Maintained accurate documentation of client progress and incidents.
• Implemented safety procedures to ensure a secure environment for clients.
• Monitored individuals' behaviors, documented observations, reported any changes or concerns to the supervisor.
• Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
• Accompanied individuals on outings to promote independence and integration into the community.
• Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
• Maintained clean and well-organized environment for client happiness and safety.
• Followed care plan and directions to administer medications.
• Assisted individuals in learning and developing new skills.
• Aided with mobility and independence for disabled individuals and continually monitored safety.
• Developed strong and trusting rapport with patients to facilitate smooth, quality care.
• Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
• Reported changes in client condition to administrators, facilitating nursing intervention.
• Collaborated with other staff members to develop individualized service plans for each participant.
• Tracked and reported clients' progress based on observations and conversations.
• Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
• Enhanced patient wellbeing by supporting participation in recreational activities.
• Assisted clients with maintaining good personal hygiene.
• Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
• Organized oral medications for clients following dosage and schedule requirements.
• Helped clients get in and out of beds and wheelchairs.
• Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
• Monitored health and well-being of clients and reported significant health changes.
• Instructed family members on how to provide bedside care.
• Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
• Monitored clients' activity levels and helped prevent sedentary behavior.