Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dawn M. Hamm

Victoria,Texas

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Self Employed

Self
01.2020 - Current

EMT

Forsyth Township
Gwinn, MI
05.2017 - 03.2020
  • Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
  • Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
  • Conducted equipment and vehicle checks to maintain continuous and safe operation.
  • Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
  • Communicated with patients about pain, comfort and needs during transportation and preliminary medical care.
  • Restocked ambulance with proper equipment such as vents, ET tubes, medication and IV pump tubing to maintain optimum inventory.
  • Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
  • Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
  • Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
  • Communicated with lucid patients to gather incident and medical history information.
  • Administered tests and medication to stabilize patients in field or in transit.
  • Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
  • Served as principal liaison between emergency medical response department and other city departments, public organizations and private agencies.
  • Used to administer treatments in situations with accuracy, safety and speed.
  • Responded to over 30 daily emergency calls to provide quick and compassionate medical assistance and care for patients.

CNA

Marquette County Medical Care Facility
Ishpeming, MI
01.2014 - 01.2020
  • 1
  • ADLS 2
  • Personal Care Dementia Training 3
  • Charting 4
  • Physical Therapy Food Diets Data Entry
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
  • Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
  • Transported patients between rooms and appointments or testing locations.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.

DSP

Bay Human Services
Gwinn, MI
01.2010 - 01.2014
  • PCM
  • Recipients Rights
  • Gentle Teachings
  • Care Taking of the Mentally/Physically Disabled
  • Assisted with home care
  • Daily Functions of the home
  • Personal Care
  • Housekeeping
  • Meal planning
  • Transportation
  • Medical Appointments
  • Med Passer
  • G-Tube feeding
  • Assisted disabled clients to support independence and well-being.
  • Maintained clean, safe and well-organized patient environment.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Administered medication as directed by physician.
  • Updated patient files with current vitals, behaviors and other data relevant to treatment planning.
  • Supervised daily activities and provided assistance to staff.
  • Led patient or group recreational activities for enhanced patient outcomes.
  • Minimized injuries to staff or patients through support or restraint to control patient movements.

Home Agent, Independent Contractor

West Work At
01.2005 - 05.2011
  • Taking In Bound calls for Misc
  • Products
  • Data entry
  • Collaborated closely with clients to better understand entire project scope.
  • Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action.

Wait Staff/Bartender Trainer

Tailwinds Restaurant
01.2008 - 01.2011
  • Taking correct orders
  • Phone orders
  • Training
  • Delivery
  • Kitchen help
  • Also assisted at the motel
  • Experience
  • Practiced safe, sanitary food handling for preparation and service to maximize pleasant dining experience.
  • Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.
  • Set up dining room to promote welcoming environment and meet or exceed hospitality and service standards.
  • Assisted in food preparation as directed while following instructions to meet specific dietary needs.
  • Cultivated warm relationships with regular customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Increased sales significantly by upselling higher-end products to customers.

Survey Interviewer

Westat
01.2008 - 01.2010
  • Social Science Firm
  • Data entry
  • Interviewing skills
  • Doing outbound calls
  • NNTS refusal conversions
  • Reviewed collected data obtained from interviews for completeness and accuracy.
  • Explained survey objectives and procedures to interviewees.
  • Convinced unwilling individuals by using logical, persuasive rebuttals.
  • Followed scripted questionnaires verbatim to collect research data.
  • Used specified forms to compile, record and code results or data from interviews and surveys.
  • Conducted interviews with participants to assess eligibility.

Customer Service Associate

Voice Log LLC
01.2006 - 01.2008
  • Take in coming, calls
  • Data entry
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Store Manager

Payless Shoes
Marquette, MI
01.2003 - 01.2005
  • Experience in managing entire store teams during shift
  • Develop & promote teammates
  • Customer Service
  • Managing Payroll
  • Cash handling
  • Bank Deposits
  • Plan O Grams
  • Displays
  • Resets
  • POP
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Approved regular payroll submissions for employees.
  • Rotated merchandise and displays to feature new products and promotions.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.

Call Center Supervisor

ACN Gwinn
, Mi
01.2002 - 01.2003
  • Monitor Customer services reps
  • Handle escalated calls
  • Payroll
  • Manage up to 150 employees
  • Develop and promote employee
  • Writing employee monthly reviews
  • Monitor calls for coaching and quality
  • Voice recordings for Prompts for incoming calls
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Created team rotations to man center effectively during peak hours.
  • Established and oversaw performance targets for call center associates.
  • Developed quality employees within call center to take over leadership positions.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Assisted in gathering facts and documents utilized during sales process.

Debt Collector

Collection Resources
St.Cloud, MN
01.1999 - 01.2001
  • Worked with Clients to recover debts
  • Customer Assistance
  • Skipped Traced to locate debtors
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Achieved performance goals on consistent basis.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Trained new team members on scripts, company services and collection strategies.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Initiated repossession process or service disconnection upon failure of other collection methods.

Education

Emergency Management

EMT School
Marquette, MI
05.2017

Business Administration

Michigan Tech University
Houghton, MI
1997

Skills

  • Promoted three times in the past ten years
  • Managed top performing store in district
  • Interviewing skills
  • Successful completion of several Leadership seminars
  • Won several district contests for customer service
  • Microsoft Office, Excel, Word, PowerPoint
  • Local and State Laws
  • Security Management and Enhancement
  • Performance Assessment
  • Administrative Leadership

Certification

  • Certified Nursing Assistant Training
  • EMT License


Timeline

Self Employed

Self
01.2020 - Current

EMT

Forsyth Township
05.2017 - 03.2020

CNA

Marquette County Medical Care Facility
01.2014 - 01.2020

DSP

Bay Human Services
01.2010 - 01.2014

Wait Staff/Bartender Trainer

Tailwinds Restaurant
01.2008 - 01.2011

Survey Interviewer

Westat
01.2008 - 01.2010

Customer Service Associate

Voice Log LLC
01.2006 - 01.2008

Home Agent, Independent Contractor

West Work At
01.2005 - 05.2011

Store Manager

Payless Shoes
01.2003 - 01.2005

Call Center Supervisor

ACN Gwinn
01.2002 - 01.2003

Debt Collector

Collection Resources
01.1999 - 01.2001

Emergency Management

EMT School

Business Administration

Michigan Tech University

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Dawn M. Hamm