Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emily Andre

Long Island,VA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Contact Center Representative

The Standard
09.2020 - Current
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Responded to customer calls to answer questions about products and services.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Submit claims for employees in regards to FMLA, Short Term Disability, SDI, PFL, PFML, and any employer based coverages.
  • Obtain pertinent information by asking complete interview questions courteously and professionally. Provides empathy and congratulations where needed.
  • Ensures all forms are properly filed and completed.
  • Communicates with other team members in order to reduce any conflict and enhance resolution of any issues at hand.
  • Respects employees' confidentiality and dignity.
  • Pays close attention to: policy client is enrolled in, any special instructions to follow from policy holder, and type of leave or claim needed per clients situation.
  • Ability to deescalate call within scopes.
  • Provide personal approach to call, as this seems to help call flow, as well as provide sense of calmness and security to client.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Responded proactively and positively to rapid change.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues

Contact Center Representative

Elyon International
05.2020 - 09.2020
    • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
    • Responded to customer calls to answer questions about products and services.
    • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
    • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
    • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
    • Boosted customer service satisfaction ratings through consistent quality control.
    • Attended telephone skills and program information training sessions to boost aptitude.
    • Responded proactively and positively to rapid change.
    • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Delivered prompt service to prioritize customer needs.
    • Promptly responded to inquiries and requests from prospective customers.
    • Maintained up-to-date knowledge of product and service changes.
    • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Inbound Call Center Representative

Concentrix
06.2019 - 05.2020
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Responded to customer inquiries via telephone.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Answer customer questions about basic banking services, such as account balances and interest rates and fees.
  • Help customers protect their accounts by reviewing suspicious activity, reversing transactions and reissuing compromised debit and credit cards.
  • Answer questions about account types and banking products, such as CDs, money market accounts, loans and credit cards.
  • Check on status of customer accounts and track checks and payments.
  • Review and explain account charges.
  • Assist banking customers who are victims of fraud, theft or identity theft.
  • Assist customers with replacing lost or stolen credit or debit cards.
  • Assist with address changes.

Cashier and Deli Associate

Apple Market
12.2018 - 06.2019
  • Prepared deli items per customer requests using proper bakery equipment.
  • Checked product quality for freshness before serving.
  • Fulfilled orders accurately and with correct portion size to prevent shrink.
  • Offered product samples to help customers discover new items.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Operated cash register to manage cash and credit card transactions, providing receipts for proof of transaction.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Listened to customer requests and suggested additional menu items as appropriate to upsell products.
  • Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
  • Delivered exemplary customer service to guests, even in peak business periods to promote retention.
  • Prepared and submitted weekly deli sales reports to highlight popular and fast-selling items and identify buying patterns.
  • Learned other teammates' work tasks to train as backup.
  • Offered product samples to customers, generating additional sales through taste-testing.
  • Monitored inventory levels to order new supplies and maintain consistent stock.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Performed cash, card and check transactions to complete customer purchases.
  • Checked personal identifications during alcohol and tobacco sales.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Learned duties for various positions and provided backup at key times.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Operated cash register to record transactions accurately and efficiently.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
  • Used POS system to enter orders, process payments and issue receipts.
  • Set up new sales displays each week with fresh merchandise.
  • Processed refunds and exchanges in accordance with company policy.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Monitored self-checkout systems and provided help in resolving complex problems.

Twisting Operator

BGF
11.2018 - 12.2018
  • Replaced empty supplies with full packages to maintain production levels.
  • Optimized machinery component alignment to meet specifications of each production run.
  • Evaluated completed products to identify errors and verify conformance with production tolerances.
  • Notified supervisors or mechanics of equipment malfunctions.
  • Stopped machines when specified amount of products had been produced.
  • Updated daily logs with production information and conferred with supervisor on improvement strategies to meet targets.
  • Reviewed specification data, production guides and product samples to determine correct machinery setup.
  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Proved successful working within tight deadlines and fast-paced environment.

Shipping Supervisor

J Crew Distribution Warehouse
08.2017 - 11.2018
  • Pulled, verified, and packaged items for shipment.
  • Supervised shipping team of 11 employees.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Inspected loading operations for improvements in efficiency and safety.
  • Merchandise Processor, Inspections, Control Clerk, and Induction.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Organized storage areas to optimize materials movements and minimize labor hours.
  • Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
  • Lead team of about 11 employees packaging, palletizing and shipping thousands of boxes per day.
  • Stacked and stored pallets at end of shift to keep warehouse clean and organized.
  • Packed and labeled boxes with maximum efficiency.
  • Inspected merchandise and sent damaged pieces for repair before shipment.
  • Checked bills of lading, outgoing package paperwork, and other documentation for accuracy.
  • Assisted staff in shipping processes such as proper handling and storage.
  • Verified transactions, product orders and shipping dates and entered information into databases and reports.
  • Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
  • Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
  • Reviewed order data to verify transactions and shipping dates.
  • Completed basic mathematical calculations to check weights and dimensions of shipments.
  • Processed invoices and order forms for goods received and shipped for proof of transactions.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
  • Analyzed data to prepare reports and identify process improvements.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.
  • Moved shipment materials to and from designated areas using lift and hand trucks.
  • Verified orders by comparing names and quantity of items packaged with shipping documents.
  • Sorted and delivered materials to different work areas and staff.
  • Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.

Certified Nursing Assistant

Westminster Canterbury
05.2017 - 10.2017
    • 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.
    • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
    • 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.
    • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
    • Helped clean and prepare patient consultation rooms to maintain hygiene standards
    • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
    • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
    • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
    • Supported ambulation and physical therapy needs by conducting planned exercise routines.
    • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
    • Educated patients and family members on best home care practices for healing and recovery.
    • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
    • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
    • Documented patient information and care activities in electronic health record.
    • Helped patients with self-feeding and assisted feeding, based on individual needs.
    • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
    • Facilitated personal hygiene management, feeding and ambulation.
    • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
    • Responded to patient requests for supplies and personal comfort items such as extra blankets.
    • Helped patients complete range of motion exercises to prevent loss of function during care.
    • Upheld infection control and prevention policies across different patient-facing areas.
    • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
    • Transported patients between rooms and appointments or testing locations.
    • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
    • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.

Certified Nursing Assistant

Summit Health And Rehab
05.2016 - 05.2017
    • 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.
    • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
    • 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.
    • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
    • Helped clean and prepare patient consultation rooms to maintain hygiene standards
    • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
    • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
    • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
    • Supported ambulation and physical therapy needs by conducting planned exercise routines.
    • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
    • Educated patients and family members on best home care practices for healing and recovery.
    • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
    • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
    • Documented patient information and care activities in electronic health record.
    • Helped patients with self-feeding and assisted feeding, based on individual needs.
    • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
    • Facilitated personal hygiene management, feeding and ambulation.
    • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
    • Responded to patient requests for supplies and personal comfort items such as extra blankets.
    • Helped patients complete range of motion exercises to prevent loss of function during care.
    • Upheld infection control and prevention policies across different patient-facing areas.
    • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
    • Transported patients between rooms and appointments or testing locations.
    • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
    • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.

Tax Preparer

H&R Block
12.2015 - 02.2017
    • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
    • Completed and filed returns with tax departments at local, state, and federal levels.
    • Maintained complete records of client tax returns and supporting documentation in secured areas.
    • Assessed client tax situations to determine best filing options.
    • Prepared tax returns for clients in various industries according to government regulations and requirements.
    • Maintained compliance by adhering to current tax laws and regulations.
    • Offered clients recommendations to reduce tax liabilities.
    • Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
    • Researched tax implications for various deductions and credits.
    • Facilitated communication between clients and tax authorities.
    • Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
    • Collaborated with clients to answer questions and provide advice on tax matters.
    • Analyzed financial documents to accurately reflect client information on tax returns.
    • Calculated estimated tax payments for clients.
    • Utilized tax software to prepare returns and meet deadlines.
    • Identified potential audit red flags to minimize risk of IRS audits.
    • Researched complex tax issues utilizing online resources and professional tax software.
    • Communicated with clients regarding tax situations, providing guidance on financial decisions.

Certified Nursing Assistant

Autumn Care
03.2016 - 05.2016
    • 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.
    • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
    • 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.
    • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
    • Helped clean and prepare patient consultation rooms to maintain hygiene standards
    • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
    • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
    • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
    • Supported ambulation and physical therapy needs by conducting planned exercise routines.
    • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
    • Educated patients and family members on best home care practices for healing and recovery.
    • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
    • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
    • Documented patient information and care activities in electronic health record.
    • Helped patients with self-feeding and assisted feeding, based on individual needs.
    • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
    • Facilitated personal hygiene management, feeding and ambulation.
    • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
    • Responded to patient requests for supplies and personal comfort items such as extra blankets.
    • Helped patients complete range of motion exercises to prevent loss of function during care.
    • Upheld infection control and prevention policies across different patient-facing areas.
    • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
    • Transported patients between rooms and appointments or testing locations.
    • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
    • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.

Barista

Starbucks
06.2015 - 10.2015
    • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
    • Controlled line and crowd with quick, efficient service.
    • Cleaned counters, machines, utensils, and seating areas daily.
    • Maintained regular and consistent attendance and punctuality.
    • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
    • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
    • Memorized recipes for specialty coffee beverages and seasonal offerings.
    • Made and served brand-specific café beverages with focus on speed, quality and consistency.
    • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
    • Recommended products based on solid understanding of individual customer needs and preferences.
    • Trained new team members with positive reinforcement and respectful, encouraging coaching.
    • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
    • Operated espresso machines and commercial coffee brewers to create beverages.
    • Monitored supply levels at counter and maintained customer areas to meet typical demands.
    • Used POS system to accurately enter orders and process payments.
    • Elevated customer loyalty by using strong communication abilities to resolve customer problems.
    • Sanitized equipment and wiped down counters and tables to prevent spread of germs.
    • Prepared specialty drinks such as cappuccinos, lattes and mochas.
    • Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
    • Helped management keep adequate supply on hand by notifying of shortages.
    • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
    • Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
    • Followed exact recipes for mixing and preparing beverage and food items.
    • Learned special recipe items and seasonal offerings to best meet customer needs.
    • Explained beverage preparation and offered samples to help customers choose ideal items.
    • Promoted additional items with beverages, increasing store sales.
    • Minimized spoilage with proper use of first-in-first-out stock procedures.
    • Packaged bagels, muffins and other food items for customer purchase.

Cashier

Walmart
08.2012 - 06.2015
    • Greeted customers entering store and responded promptly to customer needs.
    • Built relationships with customers to encourage repeat business.
    • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
    • Worked flexible schedule and extra shifts to meet business needs.
    • Welcomed customers and helped determine their needs.
    • Helped customers complete purchases, locate items, and join reward programs.
    • Restocked and organized merchandise in front lanes.
    • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
    • Stocked, tagged and displayed merchandise as required.
    • Assisted customers with returns, refunds and resolving transaction issues.
    • Answered questions about store policies and addressed customer concerns.
    • Worked closely with shift manager to solve problems and handle customer concerns.
    • Addressed customer needs and made product recommendations to increase sales.
    • Tallied cash drawer at beginning and end of each work shift.
    • Performed cash, card and check transactions to complete customer purchases.
    • Operated cash register to record transactions accurately and efficiently.
    • Handled cash with high accuracy and took care to check bills for fraud.
    • Used POS system to enter orders, process payments and issue receipts.
    • Learned duties for various positions and provided backup at key times.
    • Worked with floor team and managers to meet wide range of customer needs.
    • Responded promptly to requests for assistance, spills and customer inquiries.
    • Maintained current knowledge of store promotions and highlighted sales to customers.
    • Processed refunds and exchanges in accordance with company policy.
    • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
    • Checked personal identifications during alcohol and tobacco sales.
    • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
    • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
    • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
    • Identified and resolved discrepancies and errors in customer accounts.

Certified Nursing Assistant

Touch Of Grace
01.2012 - 08.2012
    • 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.
    • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
    • 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.
    • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
    • Helped clean and prepare patient consultation rooms to maintain hygiene standards
    • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
    • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
    • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
    • Supported ambulation and physical therapy needs by conducting planned exercise routines.
    • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
    • Educated patients and family members on best home care practices for healing and recovery.
    • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
    • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
    • Documented patient information and care activities in electronic health record.
    • Helped patients with self-feeding and assisted feeding, based on individual needs.
    • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
    • Facilitated personal hygiene management, feeding and ambulation.
    • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
    • Responded to patient requests for supplies and personal comfort items such as extra blankets.
    • Helped patients complete range of motion exercises to prevent loss of function during care.
    • Upheld infection control and prevention policies across different patient-facing areas.
    • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
    • Transported patients between rooms and appointments or testing locations.
    • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
    • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
    • Followed directions of licensed nurses to administer medications and treatments.
    • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
    • Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.

Certified Nursing Assistant

Fauquier Health And Rehab
06.2011 - 12.2011
    • 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.
    • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
    • 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.
    • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
    • Helped clean and prepare patient consultation rooms to maintain hygiene standards
    • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
    • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
    • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
    • Supported ambulation and physical therapy needs by conducting planned exercise routines.
    • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
    • Educated patients and family members on best home care practices for healing and recovery.
    • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
    • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
    • Documented patient information and care activities in electronic health record.
    • Helped patients with self-feeding and assisted feeding, based on individual needs.
    • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
    • Facilitated personal hygiene management, feeding and ambulation.
    • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
    • Responded to patient requests for supplies and personal comfort items such as extra blankets.
    • Helped patients complete range of motion exercises to prevent loss of function during care.
    • Upheld infection control and prevention policies across different patient-facing areas.
    • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
    • Transported patients between rooms and appointments or testing locations.
    • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
    • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.

Education

High School Diploma -

Fauquier High School
Warrenton, VA
06.2011

Skills

  • Product Knowledge
  • Customer Communication
  • Customer Service Optimization
  • Call Documentation Skills
  • Calm and Professional Under Pressure
  • Policy and Procedure Adherence
  • Problem-Solving Skills
  • Customer Support
  • Resolving Issues

Timeline

Contact Center Representative

The Standard
09.2020 - Current

Contact Center Representative

Elyon International
05.2020 - 09.2020

Inbound Call Center Representative

Concentrix
06.2019 - 05.2020

Cashier and Deli Associate

Apple Market
12.2018 - 06.2019

Twisting Operator

BGF
11.2018 - 12.2018

Shipping Supervisor

J Crew Distribution Warehouse
08.2017 - 11.2018

Certified Nursing Assistant

Westminster Canterbury
05.2017 - 10.2017

Certified Nursing Assistant

Summit Health And Rehab
05.2016 - 05.2017

Certified Nursing Assistant

Autumn Care
03.2016 - 05.2016

Tax Preparer

H&R Block
12.2015 - 02.2017

Barista

Starbucks
06.2015 - 10.2015

Cashier

Walmart
08.2012 - 06.2015

Certified Nursing Assistant

Touch Of Grace
01.2012 - 08.2012

Certified Nursing Assistant

Fauquier Health And Rehab
06.2011 - 12.2011

High School Diploma -

Fauquier High School

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Emily Andre