Summary
Overview
Work History
Education
Skills
Timeline
Generic

Felicia Zales-Mens

Endicott,NY

Summary

Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety and wellness while serving patients of all backgrounds.

Overview

10
10
years of professional experience

Work History

Nursing Assistant

UHS
09.2022 - Current
  • Expedited response times to call lights, boosting overall patient satisfaction levels during their stay at the facility.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Documented patient information and care activities in electronic health record.
  • Transported patients between rooms and appointments or testing locations.
  • Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.

Customer Service Representative

National Grid USA
04.2021 - 09.2022
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Delivered prompt service to prioritize customer needs.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Direct Support Professional

Racker Centers
03.2014 - 03.2021
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Organized recreational events that encouraged relationship building among clients and increased their sense of belonging within the group home setting.
  • Completed regular check-ins and progress report for each client.
  • Maintained clean, safe, and well-organized patient environment.
  • Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
  • Implemented individualized behavior management plans, reducing incidents of challenging behaviors within the residence.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Transported clients to medical and dental appointments to provide support.
  • Assisted disabled clients to support independence and well-being.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Replaced bandages, dressings, and binders to care for wounds and encourage healing.
  • Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Was medication certified and was able to pass all medications except IM medications.

Education

High School Diploma -

Austin High School
Austin, MN

Skills

  • Medical Equipment Operation
  • CPR Certification
  • Patient Care Technician/Assistant (CPCT/A)
  • Patient evaluations
  • Recording vital signs
  • Electronic Recordkeeping
  • Dementia and Alzheimer's knowledge
  • Specimen Collection
  • HIPAA Compliance

Timeline

Nursing Assistant

UHS
09.2022 - Current

Customer Service Representative

National Grid USA
04.2021 - 09.2022

Direct Support Professional

Racker Centers
03.2014 - 03.2021

High School Diploma -

Austin High School

Similar Profiles

CREATE PROFILE
Felicia Zales-Mens