Jill Phelps
Leeds,MA
Summary
18 years experience certified CNA in short and long term care facilities specializing in dementia units. 1 year Restorative aide experience working closely with Physical Therapist’s and patients. Number of years working as a home health aide. 4 years experience in sales as a department supervisor in multiple departments in retail. 2 years experience as a door dash delivery driver.
Overview
21
21
years of professional experience
Work History
Door dash delivery driver
Self employed/door dash
Northampton, MA
09.2023 - Current
- Shopped for customer groceries/items in timely manor and delivered without damage.
- Picked up food orders and ensured all items were correct.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Stayed up-to-date on changing local roads and construction areas that may affect routes.
- Resolved customer complaints in a professional manner while maintaining positive relationships with clients.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Delivered goods in a timely fashion while adhering to speed limits and traffic laws.
- Provided excellent customer service by answering inquiries about products or services being delivered.
- Verified deliveries against shipping instructions prior to delivering to customers.
- Notified customers of delays to decrease calls to support.
- Transported and safely delivered items to prevent damage or loss.
- Navigated routes with relevant map programs and GPS systems.
- Utilized GPS and maps for efficient route planning.
- Contacted customers prior to delivery to coordinate delivery times.
- Promoted positive customer service by delivering on-time shipments and fully resolving issues.
Department Supervisor for Front End, Pro and Paint
Home Depot
Hadley, MA
11.2019 - 08.2023
- Developed and implemented departmental policies and procedures.
- Conducted performance reviews for staff members.
- Monitored department operations to ensure productivity standards were met.
- Oversaw the hiring process, including recruiting, interviewing, and onboarding new employees.
- Provided coaching and mentoring support to team members.
- Maintained detailed records of employee attendance and leave requests.
- Resolved customer complaints in a timely manner.
- Analyzed data to identify areas of improvement within the department.
- Ensured compliance with all safety regulations across the department.
- Facilitated communication between management, staff, and customers.
- Established goals for each team member and monitored progress towards those objectives.
- Trained employees on new processes or procedures as needed.
- Created reports summarizing daily operations for upper-level management review.
- Evaluated current systems and identified opportunities for streamlining processes.
- Participated in weekly meetings with senior leadership teams to discuss progress.
- Managed inventory levels of supplies required for daily operations.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Trained and mentored new associates on department policies and procedures.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Organized and completed weekly schedules to ensure each shift was adequately covered.
- Monitored sales performance through analysis of sales reports and comparison shopping.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Initiated service consultations by asking customers open-ended questions to learn personal preferences and needs.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained, managed and motivated employees to promote professional skill development.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Directed and supervised staff performance.
- Used Point of Sale register system to complete transactions.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Managed daily operations, client relations and IT.
- Researched out-of-stock items to find additional inventory in other store locations.
- Built lasting client relationships by organizing and planning sales events.
- Worked closely with sales associates to complete tasks.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Performed opening and closing duties as part of management team and handled cash management.
- Supervised 10-25 employees in Front End, Pro and Paint department and delegated each one with tasks and responsibilities.
CNA
CareOne @ Northampton
Florence, MA
03.2017 - 01.2020
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Monitored food intake and output as directed by nursing staff.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Participated in educational programs designed to improve knowledge of health care practices.
- Provided emotional support to family members during difficult times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Administered medications under supervision of a licensed nurse.
- Transported residents within the facility as needed.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Supported non-ambulatory residents in range of motion exercises.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Documented and reported observations of patient behavior, complaints or physical symptoms to nurses.
- Turned and repositioned bedridden patients to prevent bedsores.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Collected specimens from patients for laboratory testing purposes.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
Lead CNA
Wingate South Hadley
South Hadley, MA
05.2013 - 03.2017
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Assigned CNA’s to daily duties and assignments
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Monitored food intake and output as directed by nursing staff.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Participated in educational programs designed to improve knowledge of health care practices.
- Provided emotional support to family members during difficult times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Administered medications under supervision of a licensed nurse.
- Transported residents within the facility as needed.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Supported non-ambulatory residents in range of motion exercises.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Documented and reported observations of patient behavior, complaints or physical symptoms to nurses.
- Turned and repositioned bedridden patients to prevent bedsores.
- Collected specimens from patients for laboratory testing purposes.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
CNA
Linda Manor Extended Care Facility
Leeds, MA
08.2010 - 05.2013
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Monitored food intake and output as directed by nursing staff.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Participated in educational programs designed to improve knowledge of health care practices.
- Provided emotional support to family members during difficult times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Administered medications under supervision of a licensed nurse.
- Transported residents within the facility as needed.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Supported non-ambulatory residents in range of motion exercises.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Turned and repositioned bedridden patients to prevent bedsores.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Collected specimens from patients for laboratory testing purposes.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
CNA Restorative Aide
Shell Point retirement and skilled nursing
Fort Myers, FL
05.2009 - 03.2010
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Made and maintained schedule for new and existing patients for restorative therapy
- Exercised patient’s according to physical therapy instructions on a daily basis
- Applied and removed braces for contractions
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Participated in educational programs designed to improve knowledge of health care practices.
- Provided emotional support to family members during difficult times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Administered medications under supervision of a licensed nurse.
- Transported residents within the facility as needed.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Turned and repositioned bedridden patients to prevent bedsores.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Collected specimens from patients for laboratory testing purposes.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
- Provided restorative exercises and activities to patients in accordance with established protocols.
- Performed range of motion exercises with patients to improve mobility and flexibility.
- Observed patients while they completed daily living activities such as eating, bathing, grooming.
- Organized restorative supplies and equipment for use by nursing staff or physical therapists.
- Helped residents navigate stairs safely using appropriate assistive devices such as walkers or canes.
- Administered basic first aid when needed due to injuries sustained during restorative activities and exercises.
- Assisted certified nurses in providing medical treatments such as wound care or administering medications.
- Ensured that all necessary supplies were available before beginning a therapy session.
- Demonstrated safe lifting techniques when transferring or repositioning patients from bed to chair and wheelchair.
- Participated in team meetings regarding patient care plans and goals set forth by physicians.
- Collaborated with other healthcare professionals such as physical therapists to ensure optimal outcomes for each resident's treatment plan.
- Modified exercise routines according to individual needs of each resident based on physician orders.
- Studied treatment plans and adjusted exercises periodically to maximize benefits.
- Worked with physical therapist and other disciplines to provide adaptive equipment for improving patient function.
- Designed home exercise programs to support continuation of therapeutic plan.
CNA
Linda Manor Extended Care Facility
Leeds, MA
03.2004 - 03.2009
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Participated in educational programs designed to improve knowledge of health care practices.
- Provided emotional support to family members during difficult times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Administered medications under supervision of a licensed nurse.
- Transported residents within the facility as needed.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Supported non-ambulatory residents in range of motion exercises.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Turned and repositioned bedridden patients to prevent bedsores.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Collected specimens from patients for laboratory testing purposes.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
Skills
- Communication between departments
- Sales
- Team building skills
- Development and skill building of employees
- Problem solving under pressure
- Compassion and patience when dealing with delicate matters
- Excellent Customer service
- Dementia training
- Ability to provide patient care in demanding surroundings without loosing any quality or compassion for care of patient
- Excellent driving record
Timeline
Door dash delivery driver
Self employed/door dash
09.2023 - Current
Department Supervisor for Front End, Pro and Paint
Home Depot
11.2019 - 08.2023
CNA
CareOne @ Northampton
03.2017 - 01.2020
Lead CNA
Wingate South Hadley
05.2013 - 03.2017
CNA
Linda Manor Extended Care Facility
08.2010 - 05.2013
CNA Restorative Aide
Shell Point retirement and skilled nursing
05.2009 - 03.2010
CNA
Linda Manor Extended Care Facility
03.2004 - 03.2009