Jheneil Kelly
McDonough,GA
Summary
Dependable and observant professional with strong communication and interpersonal skills, experienced in patient safety, behavioral support, and customer service. Skilled in maintaining secure, therapeutic environments through continuous monitoring, de-escalation, and collaboration with healthcare teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Alorica
04.2023 - Current
- Provide high-quality customer support for insurance-related inquiries, including claims, benefits, and coverage.
- Navigate multiple systems to verify and update member information while maintaining confidentiality.
- Handle a high volume of inbound calls with professionalism, empathy, and accuracy.
- Collaborate with internal teams to resolve complex issues efficiently and in compliance with HIPAA standards.
- Remote
Assistant Manager
Epic Long Island
08.2019 - 03.2020
- Managed daily operations including purchasing, inventory, and scheduling to improve workplace efficiency.
- Facilitated communication among staff, management, and customers to promote a positive and safe environment.
- Implemented and monitored safety protocols within the residence to ensure compliance with company policies.
- Handled incoming service requests through multiple channels, including phone, email, and online systems.
Direct Support Professional Lead
Developmental Disabilities Institute
06.2014 - 05.2019
- Provided individualized care and behavior monitoring for residents with developmental disabilities.
- Assisted with personal hygiene, meal support, and community integration activities.
- Maintained detailed documentation of daily activities and behavioral progress to support treatment plans.
- Utilized crisis prevention and de-escalation techniques while ensuring patient safety and dignity.
Care Giver
Care Giver to Children with Attention Deficit Disorder
09.2012 - 06.2014
- Supported children with ADHD in daily routines and academic tasks to promote self-sufficiency and structure.
- Organized therapeutic and recreational activities in a safe, nurturing home environment.
- Managed household tasks and coordinated care plans to align with family and medical recommendations.
Live-in Aide
Senior Health Care
11.2011 - 08.2012
- Assisted with daily living needs, meal preparation, and transportation to medical appointments.
- Ensured client comfort, safety, and emotional well-being through consistent, compassionate support.
- Maintained a clean, organized, and safe living environment.
Direct Support Professional
Family Residence & Essential Enterprises, Inc.
03.2011 - 10.2011
- Monitored and recorded daily activities and behaviors to assist in treatment and diagnostic processes.
- Provided care to individuals with behavioral challenges, employing restraint techniques when necessary to ensure safety.
- Supported residents in achieving daily living goals and maintaining personal independence.
Education
High School Diploma -
Deer Park High School
Deer Park, New York01.2009
Skills
- Technical Skills:
- Patient Observation & Continuous Monitoring
- EMR Documentation & Data Entry
- Video Monitoring Systems
- HIPAA & Patient Confidentiality Compliance
- Basic Computer & Windows Proficiency
- Basic Life Support (BLS) – Pending/Within 30 Days
- Safety & Restraint Policy Awareness
- Non-Technical Skills:
- Strong Verbal & Written Communication
- De-escalation & Crisis Prevention
- Compassionate Patient Interaction
- Attention to Detail & Observation Accuracy
- Team Collaboration & Dependability
- Cultural Sensitivity & Professionalism
Certification
Basic Life Support (BLS) – To be obtained within 30 days of employment
Timeline
Customer Service Representative II
Alorica
04.2023 - Current
Assistant Manager
Epic Long Island
08.2019 - 03.2020
Direct Support Professional Lead
Developmental Disabilities Institute
06.2014 - 05.2019
Care Giver
Care Giver to Children with Attention Deficit Disorder
09.2012 - 06.2014
Live-in Aide
Senior Health Care
11.2011 - 08.2012
Direct Support Professional
Family Residence & Essential Enterprises, Inc.
03.2011 - 10.2011
High School Diploma -
Deer Park High School