Angela Poarch
Oklahoma City,OK
Summary
Proven caregiver and customer service specialist, adept in compassionate care and critical thinking, significantly enhanced client satisfaction at Candid Color Systems. Leveraged strong organizational skills and emotional support to improve operational efficiency and client well-being. Demonstrates a flexible schedule, ensuring high-quality care and service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Private Home Caregiver
Self Employed Services
2613 NW 58th Place
07.2022 - Current
- Enhanced client comfort by providing compassionate and attentive care in a private home setting.
- Delivered exceptional patient-centered care by responding promptly to emergencies providing timely assistance.
- Provided essential personal care services such as bathing, grooming, dressing, toileting assistance, ensuring dignity and respect at all times.
- Prepared nutritious meals according to individual dietary requirements while considering preferences for taste and presentation.
- Promoted independence and wellness for clients through personalized daily living assistance and support.
- Assisted clients with mobility challenges, utilizing adaptive equipment and techniques to promote safe movement within the home environment.
- Administered medications as prescribed, maintaining accurate records to ensure proper dosage and timely administration.
- Maintained clean and organized living spaces for clients'' well-being and peace of mind.
- Implemented therapeutic interventions or exercises under the guidance of healthcare professionals to support client recovery or maintenance of function.
- Facilitated effective communication between clients, family members, and healthcare providers to maintain continuity of care.
- Managed household tasks efficiently such as laundry, light housekeeping duties relating to the client''s immediate environment without compromising quality of care provided to the client.
- Improved overall quality of life for clients by addressing their physical, emotional, social, and cognitive needs in a holistic manner.
- Ensured safety of clients by diligently following care plans, monitoring health conditions, and reporting changes to healthcare professionals.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided safe mobility support to help patients move around personal and public spaces.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Associate
Amazon Fulfillment Centers
Oklahoma City, OK
10.2019 - 07.2022
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Analyzed customer data to identify trends and anticipate customer needs.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Utilized customer feedback to improve product offerings.
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
- Spearheaded process improvement initiatives that increased operational efficiency while maintaining high-quality output standards.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Championed a culture of continuous learning, fostering professional development opportunities for staff members to enhance their skills and knowledge.
- Contributed to risk mitigation efforts through careful analysis of potential threats to operations or profitability, recommending appropriate action plans when necessary.
- Implemented data-driven decision-making strategies, improving overall business performance.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Monitored customers for signs of security concerns and escalated issues to management.
Over the Phone Customer Service Representative
Candid Color Systems
Oklahoma City, OK
05.2016 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Bachelor Of Applied Arts And Science - Developmental Psychology
University of Oklahoma
Norman, OK05.2023
Masters - Developmental Psychology
University of Oklahoma
Norman, OK12.2018
Edmond Memorial High School
Edmond, OK05.1998
Skills
- Compassionate Caregiving
- Vital signs monitoring
- Dementia Care
- Personal Hygiene Assistance
- Emotional Support
- Meal Preparation
- Housekeeping Duties
- Medical appointment coordination
- Mobility Assistance
- Nutrition management
- Respectful and Compassionate
- Problem-Solving
- Time Management
- Elderly Care
- Multitasking and Organization
- Daily living assistance
- Dependable and Responsible
- Verbal and written communication skills
- Patient Care
- First aid and safety
- Strong Ethics
- Direct Patient Care
- HIPAA Compliance
- Compassionate Care
- Heavy Lifting
- Flexible schedule and availability
- Compassionate communication
- Housekeeping
- Patient Assessments
- COVID-19 Safety Policies
- Medication and Appointment Reminders
- Medication Administration
- Behavioral Management
- Documentation
- Client Transportation
- Nutrition knowledge
- Medical Records Management
- Fast Learner
- Attention to Detail
- Reliability
- Excellent Communication
- Critical Thinking
- Clear Communication
- Organizational Skills
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Ability to Lift
- Meal Planning and Preparation
- Household Cleaning
- Caring Companionship
Affiliations
Kappa kappa gamma sorority alumni
Volunteer for warriors for freedom
Volunteer March of Dimes
Volunteer meals on wheels
Certification
Medical terminology
Timeline
Private Home Caregiver
Self Employed Services
07.2022 - Current
Associate
Amazon Fulfillment Centers
10.2019 - 07.2022
Over the Phone Customer Service Representative
Candid Color Systems
05.2016 - 05.2019
Bachelor Of Applied Arts And Science - Developmental Psychology
University of Oklahoma
Masters - Developmental Psychology
University of Oklahoma
Edmond Memorial High School