Kelshya Thomas
Orlando,FL
Summary
Driven professional with extensive experience in patient care and customer service. Excelled in medication administration and fostering positive behavior changes, demonstrating patience and safety awareness. Achieved significant improvements in client well-being and customer satisfaction through effective problem-solving and empathetic communication. Passionate about improving well-being of others and providing compassionate treatment to patient community.
Overview
8
8
years of professional experience
Work History
Direct Service Provider
Windermere Home Care
Winter Garden, FL
07.2022 - Current
- Maintained clean, safe, and well-organized patient environment.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted disabled clients to support independence and well-being.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Monitored medication storage area to maintain medication security and control.
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
Behavior Technician
Developmental and Behavioral Specialist
Ocoee, FL
05.2023 - 12.2023
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Maintained detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
Customer Service Representative
West Gate Resorts
Orlando, FL
05.2020 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Inktel Contact Solutions
Orlando, FL
04.2020 - 12.2020
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced call resolution time through efficient problem-solving and communication skills.
Counselor
ASP
Orlando, FL
04.2017 - 08.2018
- Worked with children of varying age, interest, skill, and developmental levels.
- Ensured camper safety by enforcing camp rules, supervising group activities, and responding promptly to incidents or concerns.
- Led groups of children safely through variety of camp activities.
- Collaborated with other camp counselors to design fun and enriching learning activities for campers.
Team Member
McDonald's
Orlando, FL
04.2016 - 08.2018
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Displayed excellent teamwork skills while working alongside fellow team members in a fast-paced environment.
- Performed opening and closing duties as needed, ensuring the restaurant was prepared for efficient operation each day.
Education
Bachelor of Science - Health And Exercise Science Pre-Clinical Health
Bethune Cookman University
Daytona Beach, FL05.2022
High School Diploma -
West Orange High School
Winter Garden, FL07.2018
Skills
- Activities of daily living assistance
- Patience and Tolerance
- Daily living activities
- Medication monitoring
- Patient Care
- Safety awareness
- Personal Hygiene Assistance
- Client documentation
- Medication Administration
Timeline
Behavior Technician
Developmental and Behavioral Specialist
05.2023 - 12.2023
Direct Service Provider
Windermere Home Care
07.2022 - Current
Customer Service Representative
West Gate Resorts
05.2020 - 01.2021
Customer Service Representative
Inktel Contact Solutions
04.2020 - 12.2020
Counselor
ASP
04.2017 - 08.2018
Team Member
McDonald's
04.2016 - 08.2018
Bachelor of Science - Health And Exercise Science Pre-Clinical Health
Bethune Cookman University
High School Diploma -
West Orange High School