Certified Nursing Assistant
Laura O'Brien
Family Life Care
Gainesville,FL
Summary
Diligent Certified Nursing Assistant with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
1
Certification
10
Years of experience
Work History
Certified Nursing Assistant
1 Year 4 Months- Administered personal care and daily living assistance to improve patient comfort and well-being.
- Monitored vital signs regularly, ensuring accurate documentation of patient health information.
- Coordinated transportation and scheduling of medical appointments for patients to ensure timely care access.
- Conducted regular assessments to identify changes in patient condition, reporting findings to nursing staff promptly.
- Developed strong rapport with patients by demonstrating empathy, compassion, patience, professionalism at all times.
Certified Nursing Assistant
5 Months- Monitored vital signs and reported changes to nursing staff promptly.
- Assisted patients with daily living activities, ensuring comfort and dignity.
- Maintained cleanliness and safety of patient environments to prevent infection.
- Documented patient care accurately in electronic health records.
- Advocated for patient needs, facilitating communication between families and medical personnel.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- 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.
Customer Service Rep
11 Months- Processed customer payments promptly, conflict mediation, and technical issues
- Maintained and updated customer accounts in C4C to ensure accurate information and service continuity
- Documented customer interactions to streamline onboarding process and improve customer experience
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Analyzed common customer issues, contributing to the development of FAQs and support materials.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Rep
1 Year 6 Months- Updated customer accounts, and resolved customer issues for 90% satisfaction rate
- Updated customer accounts and resolved issues, achieving 90% satisfaction rate
- Maintained high customer satisfaction through effective verbal and written communication
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Rep
1 Year 3 Months- Displayed courteous and empathetic attitude to enhance customer experience
- Handled 30 customer inquiries and complaints daily to ensure timely resolutions
- Documented customer interactions to streamline follow-up processes for future representatives
Front Desk Concierge
1 Year- Customer Liaison
- Greeted guests warmly, ensuring positive first impressions and exceptional service.
- Managed check-in and check-out processes efficiently, enhancing guest experience.
- Coordinated reservations and special requests, providing personalized assistance to guests.
Customer Service Manager
1 Year- Advanced from cashier to stocking to customer service to customer service manager
- Cinema Holdings Theater - Floor supervisor
- 2014 - 2016 Bradenton FL
- Audited registers nightly
- Provided sales and service support to customers
- Corporate standards checklist and protocols
Education
- Medical Billing
Certified Nursing Assistant - CNA
Skills
Patient Care Coordination
Health Record Management
Patient Monitoring
Compassionate Care
Patient Advocacy
Safety Protocols
Electronic Health Records
Patient Interaction
Patient Documentation
Data Entry
Care Plan Development
Team Collaboration
Patient Education
Professional Networking
Certification
- CNA - Certified Nurse Assistant
- Certified in CPR & AED
Timeline
Certified Nursing Assistant
Family Life Care
04.2025 - Current
Certified Nursing Assistant
Terrace Health & Rehabilitation Center
10.2024 - 03.2025
Customer Service Rep
Spherion
06.2023 - 09.2024
Customer Service Rep
TelAffects
05.2022 - 04.2023
Customer Service Rep
Alorica
11.2020 - 05.2022
Front Desk Concierge
Compass Hotel
01.2019 - 01.2020
Customer Service Manager
Walmart
01.2017 - 01.2018
Everest University
from Medical Billing
Gator CPR
Certified Nursing Assistant from CNA