Connie Horton
Experience Patient Care Tech and CSR
Mesquite,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Compassionate Patient Care Technician with experience in both hospital and long-term care environments. Strengths include providing empathetic patient support, conducting vital sign measurements, and assisting with daily living activities. Have consistently received positive feedback from patients and healthcare team members for commitment to high-quality patient-centered care.
Compassionate Nursing Assistant with experience in providing support to nursing staff and delivering high-quality care to patients. Skilled in performing vital sign checks, assisting with daily living activities, and ensuring a clean and safe environment for all patients. Demonstrated ability to improve patient satisfaction through empathetic communication and efficient resolution of concerns.
Hardworking professional bringing proven direct support experience developed during healthcare career. Knowledgeable about paperwork procedures, mobility assistance and documentation requirements. Team-oriented and adaptable to changing needs.
Certified Nursing Assistant with experience serving chronically ill patients, including assisting with daily living activities and household tasks. Patient and highly compassionate. Skilled at operating within long-term care environments or outpatient centers.
Overview
26
26
years of professional experience
Work History
WFH Customer Service Representative
Employee Solutions For NTTA
Dallas, TX
03.2024 - 01.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Updated databases with new and modified customer data.
Patient Care Technician
Signature Healthcare St. Francis Hospit
Memphis, TN
09.2009 - 08.2022
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Notified senior staff of patient emergencies to optimize outcomes.
- Responded to bell or light signal calls to assist patients with needs.
- Conducted safety rounds regularly to ensure safe environment for patients.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Observed changes in patient's conditions and reported any abnormalities to the RN on duty.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Ensured that all medical equipment was properly maintained and sterilized.
- Reported any observed changes in behavior or physical condition to the nursing staff immediately.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Identified and reported observations and clinical symptoms to appropriate healthcare professionals, driving timely intervention.
- Provided direct patient care and assistance to healthcare team members.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
Package Sorter
Fed Ex Ground
Memphis, TN
09.2006 - 01.2009
- Scanned barcodes on packages to ensure accuracy of delivery.
- Assisted in loading delivery trucks with prepared packages.
- Stacked packages in designated areas for further processing.
- Sorted incoming shipments and separated packages by size, type and destination within warehouse.
- Handled undeliverable mail in accordance with established procedures.
- Sorted parcels according to postcode destinations.
- Ensured correct address labels were affixed to parcels.
- Unloaded incoming shipments from conveyor belts.
- Assisted with loading trucks when necessary before departure time deadlines.
- Recorded package information into computer system.
- Inspected packages for signs of damage or tampering.
Customer Service Team Leader
GMAC-General Motor Acceptance Corporation
Dallas, TX
01.1999 - 08.2006
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Motivated teams by recognizing and rewarding excellence.
- Applied best practices for problem resolution to improve turnaround time for each request.
- Provided daily direction to call center associates.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Assisted in developing policies and procedures related to customer services operations.
- Took special orders in person and over telephone, generating additional revenue every month.
- Maintained up-to-date knowledge about product information and pricing details.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Audited calls periodically to ensure adherence to company standards by all agents.
- Prevented key account losses by researching discrepancies and correcting problems.
- Cross-trained staff members, resulting in 100% increase in customer satisfaction ratings.
- Performed root cause analysis of systemic issues affecting customers' satisfaction levels.
- Contacted customers about potential service upgrades, new payment services and account changes.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Collected deposits or payments and arranged for billing.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Planned and completed group projects, working smoothly with others.
- Answered calls per shift to assist with customer questions and concerns.
Education
Certification - Patient Care Tech
Concord Career College
Memphis, TN05.2009
High School Diploma -
H Grady Spruce High School
Dallas, TX05.1987
Skills
- Upbeat and Outgoing Attitude
- Sales Proficiency
- Advertising and Marketing
- Purchase Recommendations
- Heavy Lifting
- Decision-Making
- Verifying Order Accuracy
- Online Order Processing
- Prioritizing Orders
- Documentation and Reporting
- Customer Service
- Merchandise Selection
- Product Knowledge
- Payment Processing
- Order Coordination
- Customer Relations
- Lift up to 50 Pounds
- Attention to Detail
- Account Updating
- Inbound and Outbound Calling
- Appointment Scheduling
- Data Entry
- Scheduling
- Complaint Resolution
- Data Collection
- Medical Terminology Knowledge
- Multi-Task Management
- Microsoft Excel
- Project Management Abilities
- Professional Telephone Demeanor
- Positive and Professional
- Office Equipment Proficiency
- Active Listening
- Team Development
- Technical Support
- Quality Control
- 10-Key
- Conflict Resolution
- Quality Assurance Controls
- Typing 25 t0 30 WPM
- Lead Generation
- Adaptive Team Player
- Problem-Solving Abilities
- High-Energy Attitude
- Staff Training
- Account Management
- Microsoft Office Suite
- Problem Resolution
- Order Processing
- Credit Card Payment Processing
- Mobility assistance
- Vital signs monitoring
- Infection prevention
- Patient hygiene management
- Basic nursing care
- Bed preparation
- Restocking supplies
- Data collection
- Infection control standards
- Physical therapy support
- Compassionate care
- Patient observation
- Feeding assistance
- Vitals documentation
- Blood glucose testing
- Body mechanics knowledge
- Hospice and palliative care
- Blood glucose monitoring
- End-of-life care
- Professional bedside manner
- Acute and rehabilitative care
- Medical laboratory procedures
- Specimen collection
- Patient positioning
- Patient assistance
Timeline
WFH Customer Service Representative
Employee Solutions For NTTA
03.2024 - 01.2025
Patient Care Technician
Signature Healthcare St. Francis Hospit
09.2009 - 08.2022
Package Sorter
Fed Ex Ground
09.2006 - 01.2009
Customer Service Team Leader
GMAC-General Motor Acceptance Corporation
01.1999 - 08.2006
Certification - Patient Care Tech
Concord Career College
High School Diploma -
H Grady Spruce High School
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