jessica putnam

• Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
• Utilized knowledge of customer experience to create specialized plans for customer retention.
• Analyzed customer behavior and data to identify trends and develop customer retention strategies.
• Evaluated current customer retention strategies and recommended improvements.
• Built constructive customer relationships to improve loyalty and recommendations.

• Applied de-escalation and limit-setting techniques to promote patient cooperation.
• Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
• Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
• Performed scheduled patient safety checks and documented results to establish patients' well-being.
• Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
• Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
• Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
• Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
• Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes.
• Facilitated group therapy sessions to help clients develop coping strategies and social skills.
• Developed and maintained positive relationships with clients to create safe and supportive environment.
• Answered daily office phone calls for appointments, questions and visitation rules.
• Worked with detoxing patients to provide emotional support and closely monitor potentially dangerous changes to behavior.
• Supervised safety, behavior and relapsing actions during scheduled and emergency trips off campus.
• Quickly identified problematic changes in patient behavior and progress by closely monitoring patients and keeping detailed records.
• Assisted staff members during emergency situations while maintaining professionalism and observational skills.

• Built strong relationships with clients to deliver emotional support and companionship.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Assisted patients with self-administered medications.
• Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
• Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
• Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
• Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
• Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
• Recognized and reported abnormalities or changes in patients' health status to case manager.
• Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
• Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
• Transported individuals to events and activities, medical appointments, and shopping trips.
• Provided safe mobility support to help patients move around personal and public spaces.
• Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
• Monitored clients' overall health and well-being and noted significant changes.
• Recorded status and duties completed in logbooks for management.
• Transported clients to and from medical appointments with safety and efficiency.
• Cooked meals and assisted patients with eating tasks to support healthy nutrition.
• Assisted with daily living activities, running errands, and household chores.
• Laundered items, changed sheets and made bed to keep patients' bedroom clean.
• Maintained entire family's schedule and organized events.
• Entrusted to handle confidential and sensitive situations in professional matter.
• Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
• Replaced bandages, dressings, and binders to care for wounds and encourage healing.
• Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
• Maintained strong connections within caregiver community to gain continuous knowledge.
• Scheduled daily and weekly care hours for client caseload.
• Provided compassionate and patient-focused care to cultivate well-being.
• Handled incoming mail, bills and invoices and completed appropriate actions.
• Guided patients to restroom to support bladder and bowel relief requirements.
• Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.

• Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service.
• Developed understanding of client's business and supported procedures and adherence to service agreements.
• Maintained contact with customers to request referrals.
• Attended training to stay up to date with new products and service offerings.
• Leveraged scripts and other resources to answer questions and direct to appropriate resources.
• Recognized and documented trends in customer calls to facilitate process improvements.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.

September 2001 - August 2016

• Marketing Services, Tampa Fl — Shift Leader/Assistant Manager

I started with this AMS at the age of eighteen as a floor representative, quickly climbing my way to top sales rep. After two years as a sales/scheduling representative I began to move into other positions throughout the company such as : confirmation department, initial trainer for new hires also retrained for any production necessary, offences or quota goals. Lastly, into the position of assistant manager where I managed a staff or 30 plus employees I was often used as a swing shift or clean up on whichever shift needed the most attention. My responsibilities were to upkeep production and hours to keep company overhead cost and liability at minimum, upload and assign leads, research and inform of lead source, data, script writing/rebuttals for both new and existing campaigns. Customer relations new and existing also company/ customer complaints. “The customer is always right,when the company and loyal customer work to understand each other there is always a happy middle.”

• Kept employees operating productively and working on task to meet business and customer needs.
• Cooperated with coworkers to improve customer experience and manage storefront.
• Excelled in every store position and regularly backed up front-line staff.
• Exercised composure under pressure and in escalated customer service scenarios.
• Exercised composure under pressure and in escalated customer service scenarios.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Trained and mentored new employees to maximize team performance.
• Coached crew members to optimize performance and motivate toward more efficient work.
• Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
• Created and implemented strategies for improving operational efficiency and accuracy.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Managed staff hiring, training and supervision.
• Collaborated with other leaders and executives to direct workflow and support operations.
• Built relationships with customers and managed accounts to drive revenue and profit.
• Supervised ongoing daily production phases.
• Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
• Increased customer satisfaction and grew business by maintaining close relationships with customers.
• Located and resolved problems with team production and performance to maintain consistent quality levels.
• Monitored daily and weekly key performance indicators to maintain on-track status.
• Cultivated professional working relationships with peers and supervisors.
• Implemented policies and standard operating procedures for continuous improvement.