Amber Brock
Azle,TX
Summary
I am highly-motivated with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Gifted at working with all types of clients. Adept at working effectively unsupervised and quick at mastering new skills sets. Organized and motivated.
Overview
11
11
years of professional experience
Work History
HomeHealth
CNA
08.2023 - 09.2024
- Prioritized and organized tasks to efficiently meet the needs of patients.
- Quickly identified healthcare needs of patients during emergency situations.
- Successfully adhered to time management strategies, resulting in the efficient completion of client responsibilities.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
Verizon
Customer Service Rep
03.2021 - 08.2023
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Installed, configured, and tested cellular phones to ensure proper operation.
- Provided technical advice to customers regarding the installation, configuration, maintenance, and repair of their cell phones.
- Diagnosed and resolved hardware and software issues on a variety of mobile devices.
- Assisted customers with troubleshooting data connection issues related to their cell phones.
Customer Service Rep WFH
Alorica (Verizon)
09.2018 - 02.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
CNA
Hendricks Medical Center In-patient Rehabilitation
03.2014 - 08.2018
- Assisted patients with daily living activities, promoting independence and dignity.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Documented patient information and care activities in electronic health record.
- Supported needs of 5-19 residents under long-term care.
Education
Some College (No Degree) - Nursing
Texas State Technical College - West Texas
Sweetwater, TX01-2017
High School Diploma -
Mabank High School
Mabank, TX05-2011
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Problem-Solving
- Inbound and Outbound Calling
- Data Entry
- Appointment Scheduling
- Microsoft Outlook
- Customer Service
- Report Preparation
- Multi-Tasking
- Proficient typing skills
- High-energy attitude
- Professional telephone demeanor
- De-Escalation Techniques
- Microsoft PowerPoint
- Documentation
- Adaptive team player
- Research
- Computer Proficiency
- Positive and professional
- Building rapport
- Prioritization
- Payment Processing
Timeline
HomeHealth
CNA
08.2023 - 09.2024
Verizon
Customer Service Rep
03.2021 - 08.2023
Customer Service Rep WFH
Alorica (Verizon)
09.2018 - 02.2021
CNA
Hendricks Medical Center In-patient Rehabilitation
03.2014 - 08.2018
High School Diploma -
Mabank High School
Some College (No Degree) - Nursing
Texas State Technical College - West Texas