Ariel Cook
Laurens,SC
Summary
Dynamic and empathetic professional with a diverse background in healthcare and customer service, including a pivotal role at Whitten Center. Excelled in patient care, demonstrating exceptional active listening and patient advocacy skills. Proficient in HIPAA compliance and vital signs monitoring, I significantly enhanced patient satisfaction and safety. Achieved a notable improvement in patient engagement through innovative care strategies.
Overview
7
7
years of professional experience
Work History
CNA
Whitten Center
Clinton, SC
07.2024 - Current
- Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Documented patient care services by charting in designated areas.
- Facilitated communication between patients, family members, and healthcare professionals.
Customer Care Representative
Included Health
Greenville, SC
04.2023 - 07.2024
- Ensured compliance with data protection regulations when handling customer information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Provided accurate, valid, and complete information to customers.
- Researched medical claims for validity to resolve discrepancies.
Mental Health Assistant
Springbrook Behavioral Health System PRTF
Travelers Rest, SC
01.2022 - 12.2023
- Maintained detailed records of patient progress and treatment outcomes.
- Maintained accurate records of all client interactions and activities in accordance with HIPAA regulations.
- Assisted in developing and implementing treatment plans for patients with various mental health disorders.
- Supported patients during hospitalizations or residential stays to provide structure throughout the day and assist with daily living tasks as needed.
- Facilitated group therapy sessions, providing a supportive environment for patient interaction.
- Assisted patients in setting and achieving personal and therapeutic goals.
- Led individual and group therapy supporting prescribed procedures.
- Recorded patients' health metrics using thermometers or blood pressure gauges.
- Provided emotional support and guidance to individuals struggling with mental health issues.
- Monitored patient behaviors and reported significant changes to supervising mental health professionals.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Assisted patients improve social relationships and engagement.
- Documented patient interactions in compliance with HIPAA requirements.
- Advocated for patient rights and provided guidance on navigating mental health systems.
- Engaged patients in therapeutic activities designed to enhance mental wellness and social skills.
- Contacted patients' relatives to coordinate family visits and conferences.
- Restrained violent or suicidal patients using approved verbal or physical techniques.
- Employed motivational interviewing techniques to encourage patient engagement in treatment.
- Developed basic strategies to promote patient safety, wellness and independence.
- Collaborated with doctors, psychologists or therapists in working with patient treatments.
- Ensured a safe and secure environment for patients, adhering to facility safety protocols.
- Utilized a variety of techniques including Applied Behavior Analysis therapy when working with children on the autism spectrum.
- Advised instructor on student behavior or issues requiring immediate attention.
- Demonstrated appropriate behaviors using behavior modeling and positive reinforcement techniques.
Collections Representative
TD Bank
Greenville, SC
05.2021 - 01.2022
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Implemented collection strategies to reduce outstanding account balances.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Accepted and processed customer payments and applied toward account balances.
- Performed reconciliation of accounts to ensure accurate billing and collections records.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Infant Teacher
Sunshine House Early Learning Academy
Greenville, SC
06.2019 - 05.2021
- Supervised circle time, free play, outside play, and learning and developmental activities.
- Helped develop gross motor skills through playtime activities such as crawling, walking, running, jumping.
- Facilitated group activities that encouraged cooperation and positive interactions among children.
- Developed and enforced positive strategies to encourage good behavior.
- Communicated with children's parents and guardians about daily activities, behaviors and problems.
- Implemented behavior management techniques when needed to ensure safety of all children in the classroom.
- Collaborated with colleagues to develop and refine curriculum that meets state and national standards.
- Changed diapers, used bibs and monitored behaviors to maintain good hygiene for each child.
- Provided individualized care and attention to each infant in the classroom.
Customer Service Cashier
Walmart
Laurens, SC
08.2017 - 08.2018
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Addressed customer questions and concerns regarding products and services.
- Greeted customers and provided friendly customer service.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Assisted customers with locating merchandise within the store.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Processed credit card transactions accurately and efficiently.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Collected credit card and cash payments to complete transactions for customer orders.
- Resolved customer complaints in a professional manner.
- Received payment by cash, check, credit cards, vouchers or automatic debits.
Education
High School Diploma -
Laurens District 55 High School
Laurens06-2015
Skills
- Active listening
- Toileting assistance
- Patient hygiene assistance
- Multitasking and organization
- Medication administration
- Vital signs monitoring
- End-of-life care
- HIPAA compliance
- Bathing assistance
- Attention to detail
- Problem-solving
- Patient advocacy
- Dressing assistance
- Emotional support
- Feeding assistance
- Infection control practices
- Wound care
- Patient care
- Compassion and empathy
- 10-key
- Critical thinking
- Technical support
- Call escalation
- Child and infant CPR certified
- First and CPR instruction
- CPR and BLS certification
- Typing 60 wpm
Timeline
CNA
Whitten Center
07.2024 - Current
Customer Care Representative
Included Health
04.2023 - 07.2024
Mental Health Assistant
Springbrook Behavioral Health System PRTF
01.2022 - 12.2023
Collections Representative
TD Bank
05.2021 - 01.2022
Infant Teacher
Sunshine House Early Learning Academy
06.2019 - 05.2021
Customer Service Cashier
Walmart
08.2017 - 08.2018
High School Diploma -
Laurens District 55 High School
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