Erica Smith
Bedford,IA
Summary
Results-driven professional with extensive experience in patient care at Clearview Nursing Home, excelling in vital signs monitoring and compassionate communication. Proven ability to enhance patient satisfaction and streamline processes, while maintaining HIPAA compliance. Recognized for training staff and fostering a collaborative environment, ensuring high-quality care and operational efficiency.
Overview
15
15
years of professional experience
Work History
CNA
Clearview Nursing Home
Mount Ayr, IA
07.2022 - Current
- Assisted with daily living activities, enhancing patient comfort and dignity.
- Monitored vital signs, ensuring timely reporting of changes to nursing staff.
- Maintained cleanliness and safety standards in patient care areas.
- Documented patient progress accurately in electronic health records.
- Trained new staff on best practices for patient care and safety protocols.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Customer Service Representative
H&r Block
Maryville, MO
01.2016 - 01.2019
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Resolved client inquiries by leveraging knowledge of tax services and software tools.
- Monitored team performance, providing mentorship to optimize workflow and achieve operational goals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Harts Insurance
Hopkins, MO
01.2016 - 01.2019
- Assisted customers in understanding tax processes, ensuring clarity and compliance with regulations.
- Trained new team members on customer service protocols and H&R Block systems for improved performance.
- Streamlined client onboarding process, enhancing efficiency and satisfaction rates among clients.
- Collaborated with cross-functional teams to identify service improvements based on customer feedback.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
Bookkeeper
Zebs Smokehouse
Bedford, IA
01.2011 - 01.2015
- Managed accounts payable and receivable processes, ensuring timely and accurate financial transactions.
- Reconciled monthly bank statements, identifying discrepancies and implementing corrective measures.
- Streamlined bookkeeping procedures, enhancing efficiency and reducing processing time for financial reports.
- Prepared detailed financial reports for management review, supporting strategic decision-making initiatives.
- Maintained meticulous records of all transactions, ensuring compliance with regulatory standards.
- Trained junior staff on bookkeeping practices and software tools, fostering a knowledgeable team environment.
- Maintained and processed invoices, deposits, and money logs.
Education
No Degree - Nursing
Iowa Western Community College
Council Bluffs, IAHigh School Diploma -
Bedford Community School
Bedford, IA05.2010
Skills
- Time management
- Patient care
- Vital signs monitoring
- Compassion and empathy
- HIPAA compliance
- Maintaining confidentiality
- Compassionate communication
Timeline
CNA
Clearview Nursing Home
07.2022 - Current
Customer Service Representative
H&r Block
01.2016 - 01.2019
Customer Service Representative
Harts Insurance
01.2016 - 01.2019
Bookkeeper
Zebs Smokehouse
01.2011 - 01.2015
No Degree - Nursing
Iowa Western Community College
High School Diploma -
Bedford Community School