Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brianna Zavala

Avondale,AZ

Summary

Attentive caregiver passionate about offering expert support for emotional, physical and mental needs. Caring, vigilant and devoted to patients. Bringing top-notch multitasking, and conflict management skills. Organized and dependable candidate successful at managing multiple priorities with positive attitude. Willingness to take on added responsibilities to meet team goals. Dependable employee establishes rapport and trust with patients and helps complete daily living tasks to enhance quality of life. Driven to prioritize individual needs with attention to important details. Valued as accommodating, kind-hearted team player dedicated to expanding knowledge and responsibilities.

Overview

11
11
years of professional experience
1
1
Certification

Work History

DSP (Direct Support Professional)

The Mentor Network
01.2022 - Current
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Assisted disabled clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Transported clients to medical and dental appointments to provide support.
  • Developed rapport to create safe and trusting environment for care.
  • Developed and implemented individualized care plans to meet individual needs of each client.
  • Supervised daily activities and provided assistance to staff.
  • Educated clients and family members on relevant topics to support independent living.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted with daily living activities, running errands, and household chores.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Guided patients to restroom to support bladder and bowel relief requirements.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Recorded status and duties completed in logbooks for management.
  • Completed regular check-ins and progress report for each client.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Replaced bandages, dressings and binders to care for wounds and encourage healing.
  • Scheduled daily and weekly care hours for client caseload.
  • Identified needs and coordinated plans for travel and out-of-town functions.

Patient Care Technician

Buckeye Surgery Center
05.2021 - 12.2021
  • Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
  • Answered patient assistance calls, assessed needs, and offered qualified support.
  • Maintained clean and safe environment to promote patient safety and comfort.
  • Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
  • Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
  • Organized and replenished unit supplies to maintain team readiness for expected demands.
  • Supported patient admissions, discharges, and transfers to promote team productivity.
  • Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
  • Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
  • Educated patients and families on proper care and treatment to facilitate successful home care.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Transported patients between rooms and appointments or testing locations.

CSR - Customer Service Representative

Pete and Mac's Pet Resort
09.2016 - 03.2021
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • 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.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Developed and updated databases to handle customer data.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.

Kennel Attendant

Camp Bow Wow
12.2014 - 07.2016
  • Monitored and maintained food and water of boarded animals according to animal dietary health guidelines.
  • Mixed and administered special food formulas to individual animals based on unique dietary needs.
  • Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
  • Provided top-notch customer service to every customer and exceptional care to animals.
  • Collected animal waste produced on walks and discarded in trash or approved receptacles.
  • Kept animals clean and free of contaminants to promote optimal health.
  • Maintained animal health and wellbeing by brushing coat, trimming nails, cleaning ears, and providing other types of basic care.
  • Cleaned and maintained kennel areas for optimized hygiene, including cages, runs and yards.
  • Trained new staff on kennel maintenance, animal care and feeding protocols.
  • Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
  • Performed pet intake to gain necessary information concerning health, behaviors, potential allergies, and other details to provide complete records and methods of owner contact.
  • Recorded dogs' intake and output, physical condition and behavior for updated kennel logs.
  • Checked kennel temperature, humidity and ventilation for optimal animal safety and well-being.
  • Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites, and hair mats.
  • Monitored animal behavior and completed examinations to identify illnesses, injuries, or potential diseases.
  • Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
  • Led basic obedience training with dogs to promote positive, healthy behaviors.
  • Coordinated timely, appropriate animal transfers with shelters, rescue organizations and animal centers.
  • Kept cages, kennels, play yards, and grooming areas neat and clean.
  • Followed pet care instructions for dietary needs and medication regimens.
  • Monitored animals for behavioral problems and signs of health issues.
  • Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
  • Washed, trimmed and brushed animals to maintain good grooming standards.
  • Prepared and administered medications and treatments as prescribed by veterinarian.
  • Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
  • Developed and implemented enrichment plans to keep animals healthy and stimulated.
  • Managed inventory, ordered new supplies and maintained optimal storage to meet expected needs.
  • Reset procedure rooms between appointments and disinfected equipment.
  • Kept animal coats clean and healthy with regular washing, grooming, and trimming.
  • Educated visitors and staff on proper animal care and handling.
  • Cared for sick or injured animals by seeking out veterinary care and notifying owners.
  • Assisted with development of animal behavior modification plans.
  • Documented animals' weight, size and condition in computer system for review by senior staff.
  • Trained animals in behavioral compliance or other special routines or commands.

Caregiver

Everlasting Services (Traumatic Brain Injury)
10.2012 - 12.2016
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Assisted patients with self-administered medications.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted with daily living activities, running errands, and household chores.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Guided patients to restroom to support bladder and bowel relief requirements.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Recorded status and duties completed in logbooks for management.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Completed regular check-ins and progress report for each client.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Replaced bandages, dressings and binders to care for wounds and encourage healing.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
  • Scheduled daily and weekly care hours for client caseload.
  • Maintained entire family's schedule and organized events.
  • Identified needs and coordinated plans for travel and out-of-town functions.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Liaised with key accounts to deliver targeted administrative household support.

Education

GED -

Rio Salado College
Avondale, AZ
2010

Skills

  • Customer Service
  • Developmental Disabilities Experience
  • Behavioral Management
  • First Aid and Safety
  • Patient Care
  • Medication Administration
  • Behavior Redirection
  • ADL Support

Certification

  • CPR Certification
  • First Aid Certification
  • BLS Certification
  • NCPCT - Patient Care Technician

Timeline

DSP (Direct Support Professional)

The Mentor Network
01.2022 - Current

Patient Care Technician

Buckeye Surgery Center
05.2021 - 12.2021

CSR - Customer Service Representative

Pete and Mac's Pet Resort
09.2016 - 03.2021

Kennel Attendant

Camp Bow Wow
12.2014 - 07.2016

Caregiver

Everlasting Services (Traumatic Brain Injury)
10.2012 - 12.2016

GED -

Rio Salado College

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Brianna Zavala