Carlette Brown
Lancaster,PA
Summary
Skilled CNA and Virtual Customer Service Representative, adept in vital signs monitoring and compassionate communication. Proven track record at Masonic Villages of Elizabethtown and Nordstrom, enhancing patient and customer satisfaction through diligent care and efficient problem-solving. Demonstrates strong adherence to confidentiality and a reliable team player, consistently exceeding performance benchmarks.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Cna
Masonic Villages of Elizabethtown
06.2019 - Current
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- 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.
Virtual Customer Service Representative
Nordstrom
02.2023 - 03.2024
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Contributed to company growth by consistently meeting or exceeding performance benchmarks in key metrics.
- Conducted thorough research on customer inquiries, providing comprehensive answers that addressed all aspects of the issue at hand.
- Managed sensitive information discreetly while adhering strictly to data protection protocols.
- Streamlined the virtual support process for increased efficiency and improved response times.
Education
High School Diploma -
Mccaskey East
Lancaster, PA06-2007
Skills
- Vital signs monitoring
- Dressing assistance
- Maintaining confidentiality
- Compassionate communication
- Toileting assistance
- Reliable team player
- Recording vital signs
- Collecting vital signs
Certification
- Cardiopulmonary Resuscitation (CPR) - American Red Cross.
- Certified Hospice and Palliative Nurse Assistant (CHPNA) - Hospice and Palliative Credentialing Center.
- Microsoft Office Specialist (MOS) - Microsoft.
- Verint Workforce Optimization Advanced User Verint Systems.
Languages
English
Full Professional
Timeline
Virtual Customer Service Representative
Nordstrom
02.2023 - 03.2024
Cna
Masonic Villages of Elizabethtown
06.2019 - Current
- Cardiopulmonary Resuscitation (CPR) - American Red Cross.
- Certified Hospice and Palliative Nurse Assistant (CHPNA) - Hospice and Palliative Credentialing Center.
- Microsoft Office Specialist (MOS) - Microsoft.
- Verint Workforce Optimization Advanced User Verint Systems.
High School Diploma -
Mccaskey East
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