Angela Cianfrano
Boonville,US
Summary
Providing superior patient care skills and over 20 years of healthcare experience. Have a vast knowledge of following individualized plans. Dedicated, organized, committed to assisting individuals in meeting their individual needs and collaborating with the system to assist people. Hardworking and committed to achieving the best possible results. Easy going, loyal, self-directed, excellent communication skills, reliable, disciplined, team player.
Empathetic Customer Care Advocate known for high productivity and efficiency in task completion. Skilled in conflict resolution, effective communication, and customer relationship management. Excel at leveraging active listening, empathy, and problem-solving skills to enhance customer satisfaction and foster loyalty. Committed to providing exceptional service and support with every interaction.
Overview
29
29
years of professional experience
Work History
Customer Care Advocate
Excellus BCBS
Utica, NY
04.2023 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Direct Support Professional
Central New York DDSO
Rome, US
04.2008 - 01.2023
- Helped disabled people gain independence while keeping a close eye on their safety at all times
- Worked in a supervised apartment setting and was in charge of making doctor appointments, ordering meds, keeping track of personal ledgers, monthly environmental checks of home, and maintaining a clean and safe environment for all
- Kept track of my interactions with prospects, their families, and advisors, as well as developing relationships with potential referral sources
- Was in charge of representing
- Organized fun individual and group activities to encourage residents to participate
- Communicated with patients frequently to offer assistance, support, and instructions
- Processed monthly department performance reports
- Scheduled and planned community outings along with documenting all interactions
- Developed a system-wide communication strategy for customer service excellence
- Administered medication as prescribed and checked all prescriptions to make sure they were up to date
- Double-checked and entered necessary information into the patient management system, such as behaviors and any medical concerns
- Day to day communication with programs, family, providers, and other staff
- Kept track of resident responses, progress with approaches, and reported any unusual signs or symptoms to the medical staff
Resident Counselor
Upstate Cerebral Palsy
Utica, US
02.2003 - 04.2008
- Ensuring the health and safety of individuals with special needs
- Following individualized plans
- Passing medications
- Tube feedings
- Proper documentation
- Keeping a clean and healthy environment for all
Certified Nursing Aide
Sunset Nursing & Rehab Center
Boonville, US
05.2002 - 02.2003
- Kept track of the patient's intake and dietary needs, as well as assisting with feeding
- Increased patient satisfaction by assisting with activities of daily living such as bathing, dressing, toileting, and exercising
- Cared for patients in a 40 bed unit, checking on their needs on a regular basis and maintaining high standards of patient care
- Assisted with daily living activities such as personal hygiene, feeding, and ambulation
- Carefully and safely lifted patients from chairs to beds using mobility devices and mechanical equipment
- Assisted nurses with a variety of tasks, including IV administration and catheter placement
Cashier
Walmart Supercenter
Rome, US
04.2001 - 05.2002
- Credit cards, checks, gift cards, and coupons were all processed by me
- Provide excellent customer service by scanning and bagging groceries quickly and courteously
- Used cash registers and POS systems to request and record customer orders and compute bills
Food and Beverage Cashier
Turning Stone Resort Casino
Verona, US
01.1999 - 04.2001
- Informed customers about the final bill tab and the accepted payment method
- Entered requested menu items into the POS terminal and customized orders with substitutions and add-ons
- Kept the customer and food preparation areas clean and well-organized for maximum efficiency
- Processed cash, checks, debit, and credit card payments quickly and accurately using a point-of-sale system
Waitress/Hostess/Cashier
Capri Pizzeria
Boonville, US
06.1996 - 08.1998
- Performed opening, closing, and shift change duties with precision to keep the restaurant running smoothly and ready to meet all customer needs
- Struck up a friendly conversation with guests
- Customers paid with credit cards, cash, and gift certificates, and I made proper change for cash transactions
- Delivered orders to tables in a timely manner and according to the specifications requested
- Addressed guest concerns and issues, taking steps to resolve issues and boost customer satisfaction
Education
High School -
Adirondack High School
Boonville, NY01.1999
Mohawk Valley Community College
Rome, NYSkills
- Patient care skills
- Individualized plans knowledge
- Dedicated
- Organized
- Collaborative
- Hardworking
- Easy going
- Loyal
- Self-directed
- Excellent communication skills
- Reliable
- Disciplined
- Team player
- Data entry
- Direct patient care
- Indirect Patient Care
- Care plan assessment
- State regulations knowledge
- EMR / EHR
- Medication administration
- Patient privacy and confidentiality
- Patient Assessments
- Charting and clinical documentation
- CPR/First aid and safety
- Behavioral Management
- Community integration
- Patient Management
- Customer service
- Problem resolution
- Scheduling appointments
- Scheduling and planning community outings
- Microsoft Office
- Email communication
- Medical records management
Timeline
Customer Care Advocate
Excellus BCBS
04.2023 - Current
Direct Support Professional
Central New York DDSO
04.2008 - 01.2023
Resident Counselor
Upstate Cerebral Palsy
02.2003 - 04.2008
Certified Nursing Aide
Sunset Nursing & Rehab Center
05.2002 - 02.2003
Cashier
Walmart Supercenter
04.2001 - 05.2002
Food and Beverage Cashier
Turning Stone Resort Casino
01.1999 - 04.2001
Waitress/Hostess/Cashier
Capri Pizzeria
06.1996 - 08.1998
High School -
Adirondack High School
Mohawk Valley Community College