ANGELA THOMAS
Murfreesboro,TN
Summary
Dynamic Care Partner at Vanderbilt Medical Center with a proven track record in patient care and emotional support. Skilled in documentation accuracy and compassionate communication, I effectively collaborated with interdisciplinary teams to enhance patient outcomes. Committed to delivering exceptional service while promoting independence and dignity for clients.
Overview
29
29
years of professional experience
Work History
Care Partner
Vanderbilt Medical Center
Nashville, Tennessee
06.2024 - Current
- Supported patients with daily living activities and personal care needs.
- Assisted nursing staff with medication administration and treatment procedures.
- Communicated effectively with patients to understand their needs and concerns.
- Monitored patient conditions and reported changes to healthcare team members.
- Maintained a clean and safe environment for patients and staff.
- Collaborated with interdisciplinary teams to provide comprehensive patient care.
- Documented patient interactions and care provided in electronic health records.
- Provided companionship and emotional support to elderly patients.
- Educated patients and families on health management and wellness practices to empower self-care.
- Assisted with ambulation utilizing proper body mechanics techniques when transferring from bed, chair, wheelchair.
- Encouraged independence while providing necessary support for activities of daily living.
- Respected the rights of clients by maintaining confidentiality of all information related to their personal lives.
- Observed changes in behavior or physical condition that may indicate a need for intervention or adjustment in treatment plan.
- Maintained accurate records of patient care, condition, progress and concerns for review by medical staff.
- Collaborated with other team members to ensure quality care was delivered consistently across shifts.
- Monitored vital signs and reported any changes to medical staff.
- Adhered to infection control guidelines while providing direct patient care services.
- Responded promptly to emergency situations using appropriate interventions.
- Transported patients to appointments or outings with wheelchair assistance.
- Fostered positive interactions among patients, families, and healthcare personnel to enhance overall care experience.
- Organized games and other activities to engage clients and offer mental stimulation.
- Improved patient outlook and daily living through compassionate care.
- Facilitated safe and positive living situations for clients through effective communication with family and staff regarding concerns.
- Reported concerns to nurse supervisor to promote optimal care.
Contact Center Agent
Fortera Credit Union
06.2023 - 2024
- Resolved customer complaints through effective communication and problem-solving.
- Resolved customer complaints regarding sales and service.
- Assisted members with account inquiries and service requests.
- Answered incoming customer inquiries via telephone and email.
- Processed transactions accurately and efficiently in a high-volume environment.
- Educated members on financial products and services offered by the credit union.
- Explained products or services to customers ensuring they fully understood benefits being offered.
- Identified opportunities to upsell additional products or services based on individual customer needs.
- Collaborated with team members to enhance customer service strategies.
- Maintained up-to-date knowledge of credit union policies and procedures.
- Documented member interactions in the customer relationship management system.
- Adhered to quality assurance standards when handling calls.
- Trained new staff on contact center operations and best practices.
- Monitored performance metrics such as average handle time and first call resolution.
- Participated in team meetings providing updates on progress towards goals.
- Followed up with customers to ensure their issues were resolved satisfactorily.
Sales Manager
Harbor Freight Tools
03.2022 - 05.2023
- Led sales team to consistently exceed daily and weekly sales targets.
- Coordinated promotional events to significantly boost customer engagement and brand visibility.
- Fostered relationships with key customers to increase repeat business.
- Collaborated with cross-functional teams to improve customer service processes.
Utility Bank Clerk
Commercial Bank & Trust
04.2012 - 03.2022
- Processed customer transactions efficiently and accurately.
- Assisted clients with account inquiries and service requests.
- Maintained up-to-date records of customer accounts and transactions.
- Collaborated with team members to ensure smooth branch operations.
- Handled cash deposits, withdrawals, and transfers securely.
- Resolved customer complaints with professionalism and care.
- Educated customers on banking products and services available.
- Monitored compliance with bank policies and procedures consistently.
- Assisted customers with opening new accounts and completing account maintenance activities.
- Managed incoming calls from customers regarding account issues while providing solutions quickly.
- Verified customer identification documents and entered data into the banking system.
- Maintained accuracy of all financial records within the bank.
- Tracked changes in client information such as address or contact details.
- Provided excellent customer service to clients by responding to inquiries in a timely manner.
- Generated monthly reports detailing customer activity, transaction trends, and potential fraud cases.
- Advised customers on various products offered by the bank such as savings plans or investments.
- Processed deposits, withdrawals, loan payments, and other transactions accurately and efficiently.
- Researched discrepancies on accounts for resolution or referral to management or other departments as necessary.
- Performed daily balancing of cash drawers and ATM machines.
- Analyzed credit histories and approved and denied applications for loans or credit cards.
- Monitored security cameras around the premises of the bank.
- Issued debit cards, checks, and other banking materials to customers upon request.
- Prepared wire transfers according to instructions provided by customers.
- Reconciled accounts receivable ledgers against bank statements on a regular basis.
- Processed returned items received from other banks in accordance with established policies.
- Maintained confidentiality of customer information at all times.
- Ensured compliance with federal banking regulations including Bank Secrecy Act requirements.
- Conducted research for internal audits related to compliance with regulations and procedures.
- Reviewed documentation for loan applications before submitting them for approval.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Opened new checking, savings and lines of credit for customer accounts.
- Trained employees on cash drawer operation.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Identified and reported suspicious behavior to security personnel.
- Built and maintained client relationships through quality, personalized interactions.
- Adhered to financial services security and audit procedures.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Directed specific questions to appropriate branch personnel.
- Counted drawers and reconciled remaining cash to account for deposits and dispersals.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Identified transaction errors when debits and credits did not balance.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Received and counted daily inventories of cash, drafts and checks.
- Prepared official checks for customer and internal bank needs.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
- Performed special services for customers, ordering bank cards and checks.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Reported daily averages and shortages to operations department.
- Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
- Liaised between bank branches regarding best practices and operations.
- Transmitted orders to supply cash to meet daily needs.
Robotic Technician
Dana Plumley
04.1997 - 04.2012
- Operated and maintained robotic systems for automated assembly processes.
- Programmed automated processes to improve production efficiency and accuracy.
- Assisted in the installation of new robotic machinery and software updates.
- Trained personnel in the use of robots and provided technical guidance.
- Maintained robotic systems to ensure optimal performance.
- Monitored system performance to identify areas for process improvement.
- Resolved safety-related issues associated with robots by performing risk assessments.
- Conducted routine inspections to ensure compliance with safety standards.
- Calibrated sensors, drives, motors, encoders, switches, actuators, vision systems used in robotics applications.
- Identified opportunities to optimize existing robotics systems with advanced technologies.
- Provided technical support to customers regarding installation and operation of robotic systems.
- Collaborated with engineering teams to develop innovative solutions for complex automation challenges.
- Assisted in the design and development of new robotic systems.
- Integrated industrial control systems into robot setups ensuring proper functionality.
- Evaluated mechanical designs for potential improvements related to robotics applications.
- Developed software programs for robots using various programming languages.
- Created documentation for each robot installation process and procedure.
- Trained new technicians on safety protocols and equipment operation.
- Built prototypes of new robots based on customer specifications.
- Monitored robot operations to detect malfunctions or other irregularities.
- Performed corrective actions on robot programming errors.
- Analyzed customer feedback about robotic products and services for improvement purposes.
- Followed design specifications when installing wiring and other electrical components to complete, upgrade, or repair systems.
- Followed design specifications when installing wiring and other electrical components to complete, upgrade, or repair systems.
Education
Associate of Science - Nursing
Nashville State Community College
Nashville, TN04-2027
Associate of Science - Business Administration
Bethel University
McKenzie, TN05-2012
Skills
- Patient-centered care
- Patient assessment
- Crisis intervention
- Documentation accuracy
- Emergency response
- Health record management
- HIPAA compliance
- Patient management
- Patient companionship
- Compassion and empathy
- Elderly care
- Dementia care
- Incapacitation care
- End-of-life care
- Personal care assistance
- Mobility support
- Daily living assistance
- Assistance with ADLs
- Personal hygiene assistance
- Nutritional support
- Social support
- Cultural competence
- Communication skills
- Compassionate communication
- Empathetic listening
- Conflict resolution
- Critical thinking
- Problem-solving
- Time management
- Multitasking and organization
- Stress management
- Flexible schedule
- Reliability and trustworthiness
- First aid and safety
- Basic housekeeping
- Transportation services
- Patient education
- Medication and appointment reminders
- Incident documentation
- Environmental safety
- Resident empowerment
- Indirect patient care
- Call Center
- CSR
- Customer Support
- Customer Service
- Account Management
- Client documentation
- Resident empowerment
- Patient companionship
- Incident documentation
- Environmental safety
- Patient management
- Compassion and empathy
- Care plan adherence
- Patient-centered care and companionship
- Adaptability and flexibility
Timeline
Care Partner
Vanderbilt Medical Center
06.2024 - Current
Contact Center Agent
Fortera Credit Union
06.2023 - 2024
Sales Manager
Harbor Freight Tools
03.2022 - 05.2023
Utility Bank Clerk
Commercial Bank & Trust
04.2012 - 03.2022
Robotic Technician
Dana Plumley
04.1997 - 04.2012
Associate of Science - Nursing
Nashville State Community College
Associate of Science - Business Administration
Bethel University