LaJuana Thomas
Indianapolis,IN
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Allegion
2021.05 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Certified Nursing Assistant
The Cottages of Carmel
2018.03 - 2021.05
- 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.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Built rapport with patients and families, providing emotional support during difficult times.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Certified Nursing Assistant
The Hearth
2017.03 - 2018.04
- 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.
- 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.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
Certified Nursing Assistant
Miller's Merry Manor
2007.03 - 2017.03
- 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.
- 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.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
Education
GED -
T C Howe
Indianapolis, IN06.1990
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Brand representation
- Shipping procedures understanding
- Customer Order Management
- Complaint Handling
- Computer Proficiency
- Microsoft Outlook
- Building rapport
- Documentation
- [Software] CRM system proficiency
- Call triaging
Timeline
Customer Service Specialist
Allegion
2021.05 - Current
Certified Nursing Assistant
The Cottages of Carmel
2018.03 - 2021.05
Certified Nursing Assistant
The Hearth
2017.03 - 2018.04
Certified Nursing Assistant
Miller's Merry Manor
2007.03 - 2017.03
GED -
T C Howe
Similar Profiles
Daniel LedesmaDaniel Ledesma
NPI Manufacturing Engineer C at AllegionNPI Manufacturing Engineer C at Allegion
Douglas RichDouglas Rich
Commodity Management Leader - Mechanical at AllegionCommodity Management Leader - Mechanical at Allegion
KASSANDRA GONZALEZ ALVARADOKASSANDRA GONZALEZ ALVARADO
Project Engineer at AllegionProject Engineer at Allegion