Heather Creed
Heritage Hall Nursing Home
Rowe,VA
12
years of professional experience
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Work History
Residential Support Staff Member
2 Years 7 Months- Assisted individuals in daily living activities, promoting independence and personal growth.
- Developed positive relationships with clients to foster trust and open communication.
- Implemented individualized care plans, ensuring adherence to best practices and client needs.
- Monitored behavioral patterns, documenting changes to inform treatment strategies and interventions.
- Ensured the timely completion of all required documentation, including incident reports, progress notes, and service logs.
- Maintained accurate documentation of residents'' progress, communicating updates with families and other relevant parties as necessary.
- Ensured a safe living environment for residents by adhering to safety protocols and conducting regular safety checks.
- Ensured medication compliance by administering prescribed medications in accordance with established guidelines.
- Helped maintain a clean and comfortable living environment by assisting with household chores, meal preparation, and laundry duties.
- Upheld resident privacy by maintaining confidentiality in all interactions involving sensitive information.
- Improved residents'' overall well-being through careful monitoring of their physical and emotional health, promptly addressing any concerns.
- Helped patients move in and out of beds, baths, wheelchairs, and automobiles.
- Assisted residents with basic activities of daily living.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
Certified Nursing Assistant
6 Months- Oversaw daily living activities for residents, prioritizing their comfort and dignity.
- Evaluated vital signs and relayed significant changes to nursing personnel without delay.
- Managed cleanliness of resident rooms and communal areas to uphold hygiene protocols.
- Collaborated with healthcare professionals to formulate individualized care plans for residents.
- Supported mobility by assisting residents with ambulation and transfers safely.
- Documented patient information accurately in electronic health records systems.
- Provided emotional support to residents, enhancing their overall well-being and engagement.
- Trained new staff on best practices for resident care and safety protocols.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- 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.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
Special Needs Paraprofessional
7 Years 3 Months- Assisted teachers in implementing individualized education plans for students with special needs.
- Supported classroom management by reinforcing positive behavior and promoting social skills among students.
- Adapted instructional materials to meet diverse learning styles and capabilities of students.
- Collaborated with educational staff to monitor student progress and modify strategies as needed.
- Maintained accurate documentation of student performance and behavioral incidents for review.
- Provided one-on-one support to enhance learning experiences and academic success for assigned students.
- Communicated effectively with parents and guardians regarding student needs and progress updates.
- Served as a liaison between general education teachers and special education staff, ensuring consistent communication and collaboration.
- Supported students'' social-emotional development by promoting positive interactions and addressing behavioral concerns promptly.
- Promoted a safe and inclusive classroom environment where all students felt respected and valued for their unique abilities.
- Actively participated in professional development opportunities to stay current on best practices for supporting students with special needs.
- Aided teachers in modifying assignments and assessments based on each student''s strengths, challenges, and goals.
- Maintained detailed documentation on student performance and progress, facilitating data-driven decision making for interventions or accommodations.
- Assisted in the implementation of behavior management plans, resulting in improved classroom dynamics and reduced disruptions.
Customer Service Representative
1 Year 3 Months- Assisted customers with inquiries and issues, ensuring prompt resolution of concerns.
- Utilized CRM software to document customer interactions and track service requests efficiently.
- Provided product information and support during sales processes, enhancing customer satisfaction.
- Collaborated with team members to improve service workflows and reduce response times.
- Developed troubleshooting guides for common issues, streamlining support efforts for staff.
- Conducted follow-up communications to ensure customer needs were met post-interaction.
- Participated in training sessions to enhance product knowledge and service techniques regularly.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Certified Nursing Assistant
GED
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Customer satisfaction measurement
Complaint resolution
Microsoft outlook
Call center operations
Professional telephone demeanor
Documentation
Data collection
Customer relationship management (CRM)
Prioritization
De-escalation techniques
Technical support
Quality control
Customer education
Account updating
Recordkeeping strengths
Office equipment proficiency
Conflict mediation
Timeline
Certified Nursing Assistant
Heritage Hall Nursing Home
06.2016 - 12.2016Read More
Residential Support Staff Member
Cumberland Mountain Community Services
06.2013 - 01.2016Read More
Special Needs Paraprofessional
Buchanan County Public Schools
08.2008 - 11.2015Read More
Customer Service Representative
Cingular Wireless
05.2005 - 08.2006Read More
Southwest Virginia Community College
Certified Nursing Assistant
Read More
Richlands High School
GED
Read More