Ashley Laureano
Tampa,FL
Summary
Compassionate Certified Nursing Assistant diligent about serving patient's medical and personal needs. Focused on delivering high-quality care to individuals from diverse backgrounds. Dedicated to protecting patient safety and promoting satisfaction with facility services. Kind and energetic professional with outstanding bedside manner and charting abilities.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Mental Health Technician
North Tampa Behavioral Health
Wesley Chapel, FL
07.2022 - Current
- Collaborated with other healthcare professionals such as social workers, psychiatrists, counselors and nurses to coordinate quality care for each client.
- Developed positive relationships with patients while maintaining professional boundaries.
- Implemented therapeutic techniques such as art therapy, recreational therapy or music therapy.
- Established trusting relationships with clients by demonstrating empathy and understanding towards them.
- Created activities that promoted physical wellness, emotional stability, cognitive functioning, independent living skills and social interaction among patients.
- Ensured safety of all clients through continuous observation and monitoring during shift hours.
- Facilitated group therapy sessions under supervision of a mental health professional.
- Monitored vital signs, including pulse, respiration and temperature, of psychiatric patients.
- Documented patient interactions in compliance with HIPAA requirements.
- Modeled appropriate communication and problem-solving skills in crisis situations involving patients, family or staff.
Call Center Representative
Florida Medical Clinic Orthopaedics
Lutz, FL
11.2020 - 07.2022
- Maintained records of customer interactions, transactions, comments and complaints.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Maintained detailed records of customer interactions and transactions for future reference.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Conducted regular follow-ups with patients who had missed their scheduled appointments to reschedule them at another time.
- Created and maintained accurate patient appointment records.
- Resolved any scheduling conflicts or issues in an efficient manner.
CNA
Advent Health Wesley Chapel
Wesley Chapel, FL
05.2017 - 11.2020
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Provided emotional support to family members during difficult times.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Educated patients on self-care techniques that would help them maintain their independence.
Education
High School Diploma -
Zephyrhills High School
Zephyrhills, FL05-2017
Associate of Science - Nursing
Hillsborough Community College
Tampa, FLSkills
- Knowledge of medical terminology
- Documentation expert
- Understands medical procedures
- Bedside manner
- Clinical Documentation
- Complex Problem-Solving
- Patient Care
- Maintaining confidentiality
- Compassionate communication
- Patient-focused care
- Direct Patient Care
- Quality Assurance
- Call Control
- Customer Service
- Customer Support
- Communicating with clients
- Call documentation skills
Certification
- Certified Nursing Assistant
- Telemetry Technician
Languages
Spanish
Elementary
Accomplishments
- Team Lead
References
References available upon request.
Timeline
Mental Health Technician
North Tampa Behavioral Health
07.2022 - Current
Call Center Representative
Florida Medical Clinic Orthopaedics
11.2020 - 07.2022
CNA
Advent Health Wesley Chapel
05.2017 - 11.2020
High School Diploma -
Zephyrhills High School
Associate of Science - Nursing
Hillsborough Community College
- Certified Nursing Assistant
- Telemetry Technician
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