Johnnese Allen
Vidalia,LA
Summary
Reliable, caring certified nursing assistant with 8+ years of experience caring for elderly and vulnerable adults. Work well with bedridden, physically challenged, and memory-impaired residents. Friendly and compassionate, with excellent interpersonal and communication skills. Discreet and confidential in all dealings with patients and staff. I also have proven customer support experience, track record of over-achieving quota, strong phone contact handling skills, active listening, and familiar with CRM systems and practices. Customer orientation and ability to adapt and respond to different types of characters, excellent communication and presentation skills. Ability to multitask, prioritize and mange time effectively. I am also a work from home data entry clerk and some of my duties include but not limited to creating spreadsheets to track important customer information and orders, transfer data from hard copy to a digital database, update customer information in a database, organize existing data in a spreadsheet, and verify outdated data and make any necessary changes to records.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Leader
Teleperformance
Remote
10.2023 - Current
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone or email
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Advise on company information
- Take pertinent information such as addresses and phone numbers
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Handle product recalls
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Read from scripts.
CNA - Certified Nursing Assistant
Riverbridge Specialty Hospital
Vidalia, LA
12.2021 - 10.2023
- Provide high-quality patient care as a CNA within rehabilitation, home-healthcare and nursing-home settings
- Preserve patient dignity and minimize discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing
- Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care
- Assisted residents with activities of daily living including helping with meals, transferring using assistive devices, bathing, dressing and grooming
- Displayed strong clinical skills in assessing vital signs
- Complied with HIPAA standards in all patient documentation and interactions
- Assist 10+ residents each shift with daily living activities, ensuring they're on time for all meals and activities
- Provide social and emotional support to improve residents' morale
- Establish rapport with team members, residents, and families
- Help residents with daily hygiene, including showering; oral and peri care; incontinence care; and minimizing rashes, sores, and soiling.
Direct Service Worker (DSW)
IMMACULATE HEART OF MARY
Ferriday, LA
09.2019 - 11.2021
- Provide high-quality patient care as a CNA within rehabilitation, home-healthcare and nursing-home settings
- Preserve patient dignity and minimize discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing
- Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care
- Assisted residents with activities of daily living including helping with meals, transferring using assistive devices, bathing, dressing and grooming
- Displayed strong clinical skills in assessing vital signs
- Complied with HIPAA standards in all patient documentation and interactions
- Assist 1 resident each shift with daily living activities, ensuring they're on time for all meals and activities
- Provide social and emotional support to improve residents' morale
- Establish rapport with team members, residents, and families
- Help residents with daily hygiene, including showering; oral and peri care; incontinence care; and minimizing rashes, sores, and soiling
- Light housekeeping
- Medication reminders
- Assist with shopping
- Accompany to medical appointments.
Certified Nursing Assistant
Heritage Manor
Baton Rouge, LA
05.2017 - 08.2019
- Provide high-quality patient care as a CNA within rehabilitation, home-healthcare and nursing-home settings
- Preserve patient dignity and minimize discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing
- Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care
- Assisted residents with activities of daily living including helping with meals, transferring using assistive devices, bathing, dressing and grooming
- Displayed strong clinical skills in assessing vital signs
- Complied with HIPAA standards in all patient documentation and interactions
- Assist 10+ residents each shift with daily living activities, ensuring they're on time for all meals and activities
- Provide social and emotional support to improve residents' morale
- Establish rapport with team members, residents, and families
- Help residents with daily hygiene, including showering; oral and peri care; incontinence care; and minimizing rashes, sores, and soiling.
Certified Nursing Assistant
Adams County Nursing Center
Natchez, MS
02.2016 - 02.2017
- Provide high-quality patient care as a CNA within rehabilitation, home-healthcare and nursing-home settings
- Preserve patient dignity and minimize discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing
- Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care
- Assisted residents with activities of daily living including helping with meals, transferring using assistive devices, bathing, dressing and grooming
- Displayed strong clinical skills in assessing vital signs
- Complied with HIPAA standards in all patient documentation and interactions
- Assist 10+ residents each shift with daily living activities, ensuring they're on time for all meals and activities
- Provide social and emotional support to improve residents' morale
- Establish rapport with team members, residents, and families
- Help residents with daily hygiene, including showering; oral and peri care; incontinence care; and minimizing rashes, sores, and soiling.
Babysitter/Caregiver
Ferriday, LA
01.2015 - 01.2016
- Provides care to children inside and outside the home
- Prepares healthy meals
- Maintains daily schedule
- Performs light housework
- Leads children in fun activities
- Keeps children's living and play areas tidy
- Helps with homework and tutoring as needed
- Cares for infants, including feeding, diapering, and dressing
- Meets the physical, social, and emotional needs of children in their care
- Provides structure and communicates consistent behavioral expectations
- Encourages healthy habits and hygiene, and helps with toilet training
- Transports children, including school pickup and drop-off, play dates, and activities.
Education
Some College (No Degree) - Nursing
Central Louisiana Technical Community College
FerridaySkills
- Assisted Living
- CNA
- Cna Certified
- Home Health
- Certified Nursing Assistant
- HHA
- Babysitting
- Meal Preparation
- Caregiving
- Hospice Care
- Laundry
- Senior Care
- Dementia Care
- Alzheimer's Care
- Patient Care
- Hospital Experience
- Vital Signs
- Customer service
- Customer service skills
- Product knowledge
- Quality focus
- Documentation skills
- Listening skills
- Phone skills
- Resolving conflict
- Multitask
- Patience
- Positive attitude
- Attention to Detail
- People oriented
- Problem solving
- Organizational skills
- Adaptability
- Ability to Work Under Pressure
- Computer skills
Certification
- Certified Nursing Assistant (CNA), 09/01/23, 09/01/25
- CPR Certification
- First Aid Certification
- BLS Certification, 12/01/21, 12/01/23
Willing To Relocate
- Vidalia, LA
- Natchez, MS
- Ferriday, LA
Assessments
Home health aide skills, Proficient, 08/01/20
References
References available upon request.
Timeline
Customer Experience Leader
Teleperformance
10.2023 - Current
CNA - Certified Nursing Assistant
Riverbridge Specialty Hospital
12.2021 - 10.2023
Direct Service Worker (DSW)
IMMACULATE HEART OF MARY
09.2019 - 11.2021
Certified Nursing Assistant
Heritage Manor
05.2017 - 08.2019
Certified Nursing Assistant
Adams County Nursing Center
02.2016 - 02.2017
Babysitter/Caregiver
Ferriday, LA
01.2015 - 01.2016
Some College (No Degree) - Nursing
Central Louisiana Technical Community College