Hardworking and reliable focused on going above and beyond to support team and serve customers. Trained in and offering top-notch abilities. Motivated to continue to learn and grow as professional. Productive Call Center Representative with 2 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Compassionate Certified Nursing Assistant diligent about serving patient's medical and personal needs. Focused on delivering high-quality care to individuals from diverse backgrounds. Dedicated to protecting patient safety and promoting satisfaction with facility services. Kind and energetic professional with outstanding bedside manner and charting abilities.
Hi, I’m
LAKITA NOLEN
Tyler,TX
Summary
Overview
11
years of professional experience
Work History
ConcentrixJacksonville, TX
Call Center Representative
09.2021 - Current
Job overview
- Inbound calls, account verification, system navigator for NMLS for registration state companies and Federal institution
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Goodwill Industries of East Texas, WAT TrainerTyler
Trainer
03.2021 - 09.2021
Job overview
- Attend consumer staffing and prestaffings as needed, provide administrative support to WAT Coordinator, performs the functions of a WAT Trainer, develops an Individual Adjustment Plan (IAP) for each consumer, implements each IAP, including assignment of work station and any development of a behavior modification plan, monitors the IAP to determine progress toward identified goals
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Assisted with the development of online learning modules for remote learners.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
Bright Horizons Early Learning CenterTyler
Teacher
09.2019 - 02.2021
Job overview
- Communicated with parents via [Type] application to share current classroom information, assignments, and upcoming events, planned and implemented direct instructional strategies for full classes, small groups, and individual IEP support, built relationships with students and parents to improve learning, organized materials and classroom spaces to boost teaching efficiency and success, maintained detailed and accurate class and student documentation to keep records current
- Developed and implemented lesson plans based on curriculum objectives.
- Provided individualized instruction to meet the needs of all students.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
- Maintained a safe and orderly learning environment for all students.
- Monitored student behavior in classrooms, hallways, cafeteria, playgrounds.
- Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
- Utilized technology-based learning tools to enhance classroom instruction.
- Collaborated with colleagues to plan lessons that integrate various subject areas into a cohesive unit of study.
- Planned field trips to enrich students' educational experiences outside of the traditional classroom setting.
- Participated in professional development workshops related to teaching methods or curriculum changes.
- Organized parent conferences throughout the year to discuss student progress.
- Actively sought out opportunities for collaboration with other teachers within the district.
- Managed student behavior in classroom by establishing and enforcing rules and procedures.
- Supervised students throughout day, both in classroom and outside during breaks.
- Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.
- Established and enforced rules for behavior and procedures to maintain order among students.
- Scheduled and held parent-teacher conferences to keep parents up-to-date on children's academic performance.
- Participated in workshops, trainings and conferences to improve educational skills.
- Met with parents to discuss students' progress and review areas requiring improvement.
- Met with parents and guardians to discuss students' progress and areas requiring improvement.
Tyler
UT Health Northwest Hospital, Psych Technician
10.2014 - 11.2018
Job overview
- Monitored patient behaviors, vital signs, adherence to treatments, and response to medication to maintain health and safety, delivered care based on physical, psychosocial, educational, and safety-related criteria, applied sound judgment in emergency situations to protect staff and property and therapy compliance with current hospital, departmental, and regulatory requirements and care standards, established effective therapeutic relationships with mentally disordered patients, delivered first-rate care to mentally ill, emotionally disturbed and developmentally disabled patients, observed and documented the behaviors and conditions of the patients under care, used both verbal and physical techniques to restrain suicidal and violent patients, monitored patients to quickly identify issues with their physical or emotional wellbeing
Greenbrier Nursing HomeTyler, TX
Certified Nursing Assistant
09.2012 - 10.2014
Job overview
- Monitored patient condition by recording vitals including blood pressure, respiration rates, and body temperature, responded immediately to calls from patients for assistance or treatment and alerted medical staff to emergency situations, communicated with physicians, nurses, and other caregivers to exchange information about patient conditions, treatment plans, and activities, helped residents with daily living tasks including feeding, dressing, and personal hygiene, worked alongside dining room personnel to ensure that patients received the correct meals and that all residents were able to eat, supported patients with daily activities and attending to personal hygiene, transporting patients, and assisting them in walking and exercising, worked with patients to assure that they participated in exercises and therapeutic activities, performed light housekeeping, including cleaning patient rooms and changing sheets on beds, observed condition of patients by examining, including checking of existing conditions, such as open wounds or detecting blood in urine, monitored patient medications and encouraged them to take medications and nutritional supplements as prescribed, ensured complete documentation when entering data into the EMR system, supported the social and emotional needs of patients by providing caring companionship, exercised patients with limited or no mobility, including individuals with partial or total paralysis, helped patients with daily living requirements by bathing, dressing and assisting with mobility needs, transported patients by wheelchair or rolling bed between care and examination rooms, documented vital signs like temperature and blood pressure to track medical symptoms and the progress of treatments, maintained confidentiality concerning treatment and personal information, monitored intake of food and medication and alerted staff to deterioration in patient conditions
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Transported patients to treatment units, using wheelchair or strher.
- Answered call lights promptly and responded to patient needs accordingly.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Observed patients for any changes in their physical or mental condition.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Cleaned and sanitized patient rooms according to established protocols.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Provided emotional support to family members regarding end-of-life decisions.
- Provided comfort measures such as back rubs and positioning pillows for added comfort.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Participated in educational programs related to nursing assistant skills development.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Observed and reported unusual symptoms and changes to charge nurse.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Distributed drinking water and nourishment to residents.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Supported non-ambulatory residents in range of motion exercises.
- Documented activities and recorded information in EMR system.
- 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.
- Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
- Turned and repositioned bedridden patients to prevent bedsores.
- Planned and served meals and snacks to patients according to prescribed diets.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Reminded patients to take prescribed medications or nutritional supplements.
Education
John Tyler High SchoolTyler, TX
High School Diploma
05.1997
University Overview
Jarvis Christian College
Bachelor Business Administration from Business
University Overview
Skills
- Creative Problem-Solving
- Interpersonal communication
- Prepare materials
- Problem-solving
- Teamwork
- Customer relations
- Patient relationship building
- Electronic charting
- Client documentation
- Family communication
- Monitor vitals
- Transport patients
- First aid and CPR
- Behavior redirection
- Research
- Planning
- Motivation
- Quality Assurance
- Answering Questions
- Problem-Solving Skills
- Documentation and Reporting
- Proficient in [Software]
- Data Gathering
- Providing Customer Support
- Customer Support
- Product Knowledge
- Quality Assurance Controls
- Customer Communications
- Call Center Customer Service
- Professional Phone Voice
- Gathering Information
- Cash Handling
- Creative Problem-Solving
- Call Control Skills
- System Documentation
- Call Documentation Skills
- Call Center Operations
- Technical Troubleshooting
- Resolving Issues
- Electronic Charting
- Mobility Assistance
- Transporting Patients
- Collecting Specimens
- Monitoring Fluids
- Direct Patient Care
- Light Housekeeping
- Collecting Vital Signs
- Preparing Meals
- Assisting With Personal Grooming
- Compassionate
- General Housekeeping Ability
- Responding to Emergencies
- Quick Problem Solver
- Family Support and Assistance
- Able to Lift [200] Pound
- 40 WPM
- Creative problem solving
- Money handling abilities
- Technical Support
- Professional telephone demeanor
- Staff education and training
References
References
References available upon request.Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Representative
Concentrix
09.2021 - Current
Trainer
Goodwill Industries of East Texas, WAT Trainer
03.2021 - 09.2021
Teacher
Bright Horizons Early Learning Center
09.2019 - 02.2021
UT Health Northwest Hospital, Psych Technician
10.2014 - 11.2018
Certified Nursing Assistant
Greenbrier Nursing Home
09.2012 - 10.2014
John Tyler High School
High School Diploma
Jarvis Christian College
Bachelor Business Administration from Business
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