Carol M Perna
Ocala,FL
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
Work History
Customer Care Representative
Lennar Homes
Ocala, FL
11.2023 - 07.2025
- Responded to customer inquiries via phone and email efficiently.
- Resolved customer issues by providing accurate product information and solutions.
- Maintained knowledge of product offerings and company policies for effective support.
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Private Care Giver
Patricia Wilken
The Villages, FL
06.2022 - 07.2023
- Administered medications as prescribed and monitored health conditions.
- Maintained clean and well-organized environment for client happiness and safety.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Provided companionship to elderly clients by engaging in conversation and accompanying them on errands or outings.
Care Giver in Memory Care
Highpoint At Stonecrest
01.2022 - 06.2022
- Assisting residents in Daily ADL’s and routines. Including but not limited to Bathing, dressing , meal assistance, and activities.
- Monitoring residents behaviors keeping in communication with Nursing and Memory Care Director.
- Ensuring quality of life for the residents by helping them to find purpose and keeping their independence for as long as possible. Helping them to maintain their dignity by offering them as much privacy when the situation calls for.
- Assisting current Director to update and find new Life Skill stations and ideas as well as activities to keep residents engaged.
Lead Care Manager
Sunrise Senior Living at Pinehurst
03.2006 - 06.2021
- Improving resident outlook and daily living through compassionate care.
- Observed Residents for changes in physical, emotional, mental or behavioral condition while keeping in constant communication with nursing.
- Assisted residents with all personal needs and ADL’s, including dressing, bathing, meal assistance, transferring, and basic housekeeping.
- Assisted in Memory Care Coordinator coverage when needed.
- Supervised staff performing daily activities.
- Coordinated adequate coverage for resident needs with organized staff schedules and assignments.
- Led and motivated 3-6 team members through supervision, training, and coaching on duties and daily operational activities.
- Facilitated peer-to-peer conflict resolutions.
- Assisted with building and maintaining Resident Care Plans.
- Assisted with Group and individual interviews for new Team Members.
- Helped residents and families feel comfortable during challenging and stressful situations by having a great relationship of communication and trust.
- Participated in Company’s DCIT Program. (department coordinator in training)
- Led monthly team training on various subjects as directed by the Community Executive Director.
Education
High School Diploma -
Woonsocket Senior High
Woonsocket, RI06-1995
Skills
- Multitasking
- Problem Solving
- Great Communication Skills
- Time Management
- Point Click Care knowledge
- Excel and Word
- Scheduling
- Knowledge with Dementia and Alzheimer’s
- Care plan development
- Team supervision
- Effective communication
- Computer skills
- Customer service
- Organizational skills
Timeline
Customer Care Representative
Lennar Homes
11.2023 - 07.2025
Private Care Giver
Patricia Wilken
06.2022 - 07.2023
Care Giver in Memory Care
Highpoint At Stonecrest
01.2022 - 06.2022
Lead Care Manager
Sunrise Senior Living at Pinehurst
03.2006 - 06.2021
High School Diploma -
Woonsocket Senior High
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