Isabel Quiles

• Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
• Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
• Listened to customers in actively to assess issues and provide accurate information.
• Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
• Contacted outside providers on behalf of customers to help solve problems.
• Researched and resolved account and service problems with friendly, knowledgeable support.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Responsibilities include: delivering Shelter and hotline services for Carbon and Luzerne Counties - crisis intervention, intake, supportive options, counseling, safety planning, information and referral, advocacy with other community resources; facilitating regular house meetings and support groups for Shelter guests; ensuring that clients are abiding by house rules; performing regular living area checks; providing counseling on life skills, social relationships and conflict resolution

• Supported development of standardized documents and templates.
• Printed and inserted documents and labeled tabs to complete binders for customers.
• Conducted careful analysis to design and write project documentation.

• 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.
• 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.
• Responded to patient requests for supplies and personal comfort items such as extra blankets.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Helped patients complete range of motion exercises to prevent loss of function during care.
• Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
• Transported patients between rooms and appointments or testing locations.
• Followed directions of licensed nurses to administer medications and treatments.
• Supported needs of Number+ residents under long-term care.
• 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.