Summary
Overview
Work History
Skills
Certification
Languages
Timeline
Generic

Johnnese Allen

Vidalia,LA

Summary

Adept at enhancing customer experiences and patient care, I leveraged strategic thinking and empathy development at Teleperformance to streamline service processes, boosting efficiency. My background in nursing and customer service, combined with proficiency in CRM software and teamwork, underscores my ability to improve satisfaction and foster lasting relationships. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Experience Leader

Teleperformance
10.2023 - 01.2024
  • Streamlined customer service processes for increased efficiency and improved response times.
  • Initiated cross-functional collaboration between departments to better serve customers and deliver seamless experiences.
  • Enhanced customer satisfaction by implementing new strategies to address concerns and resolve issues promptly.
  • Acted as a trusted point of contact for key clients, providing personalized support and attention to detail that fostered long-lasting relationships.

Certified Nursing Assistant

Riverbridge Specialty Hospital
12.2021 - 10.2023
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.

Direct Service Worker

Immaculate Heart Of Mary
09.2019 - 11.2021
  • Promoted independence among clients through teaching life skills such as cooking, cleaning, and budgeting.
  • Enhanced client safety by diligently monitoring their well-being and reporting any concerns to supervisors.
  • Supervised daily activities and provided assistance to staff.
  • Coordinated recreational activities that promoted socialization among peers while also improving overall mental health for participating clients.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted disabled clients to support independence and well-being.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Supported clients in crisis situations by remaining calm under pressure and utilizing appropriate intervention techniques when necessary.

Certified Nursing Assistant

Heritage Manor Nursing Home
05.2017 - 08.2019
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.

Certified Nursing Assistant

Adams County Nursing Center
01.2015 - 02.2017
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.

Skills

  • Strategic Thinking
  • Team Management
  • Data-driven decision-making
  • Multichannel Integration
  • Empathy Development
  • Customer Journey Mapping
  • CRM Software
  • Teamwork and Collaboration
  • Customer Service
  • Calm and Professional Under Pressure
  • Computer Skills
  • Understanding Customer Needs
  • Problem Resolution
  • Data Entry
  • Complaint resolution

Certification

  • CNA - Certified Nurse Assistant

Languages

English
Native or Bilingual

Timeline

Customer Experience Leader

Teleperformance
10.2023 - 01.2024

Certified Nursing Assistant

Riverbridge Specialty Hospital
12.2021 - 10.2023

Direct Service Worker

Immaculate Heart Of Mary
09.2019 - 11.2021

Certified Nursing Assistant

Heritage Manor Nursing Home
05.2017 - 08.2019

Certified Nursing Assistant

Adams County Nursing Center
01.2015 - 02.2017

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Johnnese Allen