Amy Heredia
Churchville,NY
Summary
Proven leader and compassionate caregiver, I leveraged interpersonal skills and technical troubleshooting expertise at Genesee Region Home Care to enhance patient well-being and streamline operations. Excelled in conflict resolution and CRM navigation, achieving significant improvements in customer satisfaction and operational efficiency.
Overview
18
18
years of professional experience
Work History
Phone Representative
Reliance Collections
03.2023 - 04.2024
- Managed challenging situations by effectively using conflict resolution strategies to achieve positive results.
- Streamlined customer communication methods by providing valuable input on call scripts.
- Navigating specialized software with confidence, I maintained smooth transactions and achieved record-keeping accuracy.
- Displayed a strong work ethic and professionalism in all interactions with clients and staff members.
- Developed and delivered training modules to ensure seamless knowledge transfer of company operations, policies, and services for new employees.
Team Leader
Speedway Gas Station
02.2022 - 07.2022
- Defined performance expectations for the team, monitored progress towards objectives, and delivered timely constructive feedback.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Home Health Aide
Center For Disability Rights
01.2011 - 08.2014
- Maintained clean and safe living environment for patients to minimize accidents and infections
- Assisted patients in maintaining personal hygiene by executing tasks like bathing, grooming, and dressing to foster dignity and self-confidence.
- Enhanced patient comfort through compassionate and attentive care in daily activities.
- Safely transported patients to various destinations, guaranteeing punctuality and a pleasant journey.
- Regularly monitored and promptly reported any abnormalities or concerns in vital signs to supervising medical professionals.
- Managed household chores, including laundry, meal preparation, and light cleaning for clients' convenience while prioritizing their health and wellbeing.
- Informed patients, families, and healthcare providers about the client's progress and needs to enhance communication.
- Prevented bedsores in immobile clients by consistently repositioning and administering proper skin care.
- Collaborated with healthcare team to create custom care plans that catered to unique patient requirements.
- Delivered compassionate care and built meaningful connections with patients and families facing adversity.
- Administered medications accurately and on time, ensuring optimal treatment effectiveness.
- Ensured safe and reliable transportation for clients to various destinations, including medical visits and recreational activities.
- Contributed to the upkeep of Tracheotomy through assistance in suctioning and cleaning.
Home Health Aide
Genesee Region Home Care
02.2006 - 03.2010
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Provided mobility assistance such as walking and regular exercising.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Followed nutritional plans to prepare optimal meals.
- Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts minimizing injury risks.
- Provided transportation and appointments management.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
- Transported clients for medical and personal outings.
- Assisted with end-of-life care.
- Improved patients' comfort with massage and application of topical treatments.
- Trained new staff members on best practices for home health care.
- Delivered top-notch care for children with developmental disabilities, acquired illnesses or injuries.
Education
Certified Nursing Assistant - Certified Nursing Assistant
Bold Vision of Rochester
919 Culver Rd Rochester NY 1460908.2024
GED -
Family Learning Center
30 Hart St Rochester NY1451407.2014
Skills
- Goal-Oriented
- Complaint Handling
- De-Escalation Techniques
- CRM Navigation
- Customer Service
- Problem-solving skills
- Call Center Customer Service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Cash Handling
- Answering questions
- Customer Support
- Communicating with clients
- Gathering information
- Data Entry
- Customer service optimization
- Technical Troubleshooting
- Interpersonal Skills
- Appointment Scheduling
- Documentation And Reporting
- Training experience
- Payment Processing
- Complaint resolution
- Sales closing
- Technical Support
- Account Management
- Data Gathering
- Sales expertise
- Logging call information
- Knowledge of State Regulations
- Goal-Oriented
- Care Plan Assessment
- Clinical Quality Program Standards
- Behavior Redirection
- Household Chores
- First Aid and Safety
- Quality Program Protocols
- Personal Care Assistance
- ADL Support
- Patient Care
- Range of Motion Exercises
- Mobility Support
- Compassionate Client Care
- Medical Terminology and Equipment
- Activities of Daily Living (ADLs)
- Recording Vital Signs
- Companionship and Emotional Support
- Bathing and Dressing
- Patient Transport
- Dietary Needs
- Schedule Management
- Patient and Family Interaction
- Interpersonal Communications
- Light Housekeeping
- Community Activities
- Patient Rapport
- Clinical Documentation and Reporting
- Medical Charting
- Mobilization Support
- Administering Medicines
- Report Observations
- Sanitizing Surfaces
- Alcohol Rubs
- Bed Transfers
- Special Needs Care
- Home Health and Hospice
- Assisted Living
- Oral Hygiene
- Patient Massage
- Wellness Support
Certification
Certified Nure Assistant
Timeline
Phone Representative
Reliance Collections
03.2023 - 04.2024
Team Leader
Speedway Gas Station
02.2022 - 07.2022
Home Health Aide
Center For Disability Rights
01.2011 - 08.2014
Home Health Aide
Genesee Region Home Care
02.2006 - 03.2010
Certified Nursing Assistant - Certified Nursing Assistant
Bold Vision of Rochester
GED -
Family Learning Center