Delilah Marc
Fredericksburg,VA
Summary
Award-winning customer service employee with strong written and oral communication skills. Trained and experienced in resolving customer complaints and promoting conflict resolution. Highly organized, with great attention to detail and follow-through. 11 years of experience providing customer support in a retail and medical center environment. Independent and hard-worker who presents with a professional and enthusiastic attitude.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Care Technician - CCHT
DaVita
Fredericksburg, VA
09.2021 - Current
- Administered patient care, including vital sign monitoring and assistance with daily activities.
- Documented patient progress and communicated effectively with healthcare teams regarding care plans.
- Ensured compliance with safety protocols and infection control standards within clinical settings.
- Led training sessions on equipment handling and emergency response procedures for staff members.
- Provided individualized care to patients, constantly monitoring their condition and reporting any changes to the nursing team.
- Administered intravenous therapy under supervision of registered nurses, adhering strictly to protocol for optimal results without complications.
Dialysis Technician CCHT
Fresenius Medical Care
Fredericksburg, VA
07.2018 - Current
- Rendered nursing care and administered hemodialysis treatments to patients in renal failure, end stage and acute.
- Provided medical care to patients with renal failure as directed by the medical staff and nephrologists.
- Reported to supervisor immediately, if any, abnormal changes noticed in patient condition.
- Initiated and terminated dialysis according to clinic protocol.
- Maintained a safe environment for patients and staff by following clinic procedures and policies.
- Initiated and terminated dialysis treatment with permanent fistula or grafts document treated information
- Setup, operated, cleaned and disinfected dialysis machines and other equipment
- Prepared, administered and recorded medications allowed by state regulations
Clinical Technician/Lab Assistant
Inova Fairfax Hospital
Falls Church, VA
10.2016 - 12.2018
- Assist with direct patient care
- Phlebotomy
- Analyzed and recorded data for 75 urine samples per week on average.
- Prioritized a high volume of test requests to ensure all tests were completed by end of shift, multi-tasking procedures with varying time requirements to complete several projects concurrently
- Helped with general laboratory maintenance
- Take patient vitals
- Get patient room ready before admission
- Insert IV therapy
- Insert and remove foley catheter
- Unit secretary (when needed)
- Provide excellent customer service to patient and family members
Kitchen & Appliances Assistant Manager
Home Depot
10.2013 - 05.2016
- Ensure that Sales Associates are able to complete all tasks successfully
- Train, coach and mentor associates
- Scheduling associates
- Manage department needs: sales signs, in-stock, deliveries
- Completing personnel performance reviews
- Resolve Associate and Customer issues
- Evaluated performance metrics to identify areas for improvement in operations management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Dental Assistant/Receptionist
Northern Virginia Dental Clinic
Falls Church, VA
04.2014 - 12.2014
- Volunteer
- X-Ray certified
- Performed delegated tasks unique to individual dental specialties.
- Greeted patients, scheduled appointments and provided clerical support
- Assisted in the collection and sterilization of dental instruments
- Took impressions for temporary crowns and dentures.
- Expose and process dental X-rays
- Teeth Cleaning
Soft Line Team Leader
Target
04.2009 - 08.2013
- Provide team with company's vision and objectives.
- Manage, train, and help with the development of 12 team members.
- Resolve any concerns/issues presented by team members and guests.
- Recognized by manager for outstanding customer service and identified by multiple customers as being helpful, and professional.
Customer Service Associate
Lowe's
11.2005 - 03.2009
- Performing as head cashier, scheduling break times for workers, and monitoring staff coverage, ensuring appropriate cash drawers.
- Staffed the customer service desk responding to customer complaints or concerns.
- Trained and mentored cashiers, enhancing team performance and customer service quality.
- Resolved customer disputes effectively, fostering positive relationships and improving satisfaction ratings.
- Conducted regular performance evaluations for cashiers, providing constructive feedback to help them grow professionally.
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
Education
High school or equivalent - General Studies
Thomas Edison High School
Alexandria, VA01-2006
Associate of Science - General Studies
Northern Virginia Community College
Annandale, VA05-2015
Skills
- Customer service
- HIPAA compliance
- Catheter care
- IV insertion
- Phlebotomy techniques
- Dialysis support
- Direct patient care
- Data entry
- Certified in CPR/AED
- Dialysis equipment operation
- Teamwork and collaboration
- Problem-solving abilities
- Management (8 years)
- Dental X-Ray Experience (1 year)
- Dental Assisting (1 year)
Certification
- BLS/CPR July 2019 to July 2022
- X-Ray Certification Present
Timeline
Patient Care Technician - CCHT
DaVita
09.2021 - Current
Dialysis Technician CCHT
Fresenius Medical Care
07.2018 - Current
Clinical Technician/Lab Assistant
Inova Fairfax Hospital
10.2016 - 12.2018
Dental Assistant/Receptionist
Northern Virginia Dental Clinic
04.2014 - 12.2014
Kitchen & Appliances Assistant Manager
Home Depot
10.2013 - 05.2016
Soft Line Team Leader
Target
04.2009 - 08.2013
Customer Service Associate
Lowe's
11.2005 - 03.2009
High school or equivalent - General Studies
Thomas Edison High School
Associate of Science - General Studies
Northern Virginia Community College
Additional Information
- Skills
- Good interpersonal and active listening skills
- MS Word, Power Point, Excel, access
- CPR and First Aid certified
- Dentrix software
- Customer Service
- Call center service operations
- Data entry/Records management
- Multiline phone use