Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

Cortlyn Williams

Davenport

Summary

Compassionate CNA Supervisor known for high productivity and efficient task completion. Possess specialized skills in patient care management, staff training, and compliance with healthcare regulations. Excel in communication, leadership, and problem-solving to enhance team performance and patient care quality.

Patient-focused professional equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, referrals, and policy enforcement. Talented in finding balanced solutions and resolving conflicts.

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.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience
1
1
year of post-secondary education
1
1
Certification

Work History

CNA Supervisor

Jersey Ridge Place
Davenport
08.2017 - Current
  • Supervised daily activities of nursing assistants and support staff.
  • Coordinated patient care plans with healthcare team members.
  • Conducted training sessions for new CNA staff on procedures.
  • Monitored patient health and reported changes to nursing staff.
  • Facilitated communication between families and healthcare providers.
  • Ensured compliance with state regulations and facility policies.
  • Monitored the quality of care provided by CNAs to ensure compliance with standards.
  • Interacted with patients, families, physicians, nurses, social workers, therapists as needed.
  • Assisted in developing schedules for CNA staff ensuring adequate coverage during all shifts.

Customer Service Representative

Rhythm City Casino Resort
Davenport
07.2020 - 05.2025
  • Assisted customers with inquiries and resolved issues effectively.
  • Managed customer accounts and maintained accurate records.
  • Collaborated with team members to improve service processes.

Customer Service Representative

The Acri Company
Milan
03.2018 - 05.2020
  • Conducted surveys to gather customer feedback for service enhancement.
  • Trained new staff on customer service protocols and best practices.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Manager

Friendship Manor Nursing Home
Rock Island
07.2016 - 05.2018
  • Supervised daily operations of customer service team at nursing home.
  • Trained staff on effective communication and conflict resolution techniques.
  • Developed and implemented customer service policies to enhance resident satisfaction.
  • Facilitated regular meetings to address team performance and service improvements.
  • Coordinated schedules to ensure optimal coverage during peak hours.
  • Resolved resident concerns promptly to maintain a positive living environment.
  • Collaborated with healthcare staff to improve patient care through feedback channels.
  • Monitored service quality standards to ensure compliance with regulations and best practices.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Customer Service Representative

QCTAS
Davenport
01.2014 - 06.2016
  • Assisted customers with inquiries and resolved issues effectively.
  • Managed customer accounts and maintained accurate records.
  • Collaborated with team members to improve service processes.

Education

Cosmetology License - Cosmetology

La’James Cosmetology School
Davenport, IA
01.2025 - 09.2025

Penn Foster College Online
Scranton, PA

Eastern Iowa Community

Skills

  • Client consultation
  • Customer service
  • Team collaboration
  • Training and development
  • Time management
  • Health and safety regulations
  • Cosmetology techniques
  • Problem resolution
  • Compassionate leadership
  • Patient care coordination
  • Staff management
  • Clinical supervision
  • Basic life support
  • Healthcare regulations
  • Cultural history
  • HIPAA compliance
  • Budget development
  • Analytical thinking
  • Basic life support for health care providers (BLS)
  • Trauma nursing core course
  • Pharmacy operations management
  • Clinical operations
  • Staff supervision
  • Training and mentoring
  • Patient satisfaction
  • Manage records
  • Medical ethics
  • Organizational goal development
  • Medicare compliance
  • Written communication
  • Staff scheduling
  • Conflict resolution
  • Active listening
  • Communication
  • Patient care
  • Communication skills
  • Team leadership

Certification

  • Cna
    Cosmetology

Accomplishments

  • Academic excellence
  • Technical Skill
  • Professionalism

Affiliations

  • Business Owner
    Activist
    Organizing team snacks, Managing carpools, Cheering loudly, Washing muddy uniforms, and acting as a Vital communication link between coaches and parents.

Timeline

Cosmetology License - Cosmetology

La’James Cosmetology School
01.2025 - 09.2025

Customer Service Representative

Rhythm City Casino Resort
07.2020 - 05.2025

Customer Service Representative

The Acri Company
03.2018 - 05.2020

CNA Supervisor

Jersey Ridge Place
08.2017 - Current

Customer Service Manager

Friendship Manor Nursing Home
07.2016 - 05.2018

Customer Service Representative

QCTAS
01.2014 - 06.2016

Penn Foster College Online

Eastern Iowa Community
Cortlyn Williams