Mackenzie Nicosia
Silsbee,TX
Summary
Experienced in nursing assistance, as well as general customer service. With 5+ years of experience communicating with customers, maintaining records, and handling customer complaints in a professional setting. A diligent worker that was recognized by peers for effective communication, leadership, and organization skills, and ability to handle conflict resolution. Worked as a bartender temporarily, while working two jobs. Have been a Resident Advocate the past 7 months at a transitional living program for young men experiencing homelessness, sex trafficking, or aging out of foster care. An organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Would like to be working as soon as possible! Looking to apply general knowledge of customer relations, data entry, newfound assertiveness, as well as an eagerness to learn new things with a company that appreciates and values hard work and dedication.
Overview
11
11
years of professional experience
Work History
Resident Advocate
Journey House | Boys’ Haven of America Inc.
11.2023 - Current
- Created Daily, weekly, and monthly menus
- Transported Residents to and from work, school, appointments, etc
- Built trust-based relationships with residents so they would be willing to talk to me and open up about past traumas and triggers so we would be able to build a case/care plan that would best suit them and their needs
- Instructed residents on how to do household chores, as well as supervised and helped where needed when they were learning how to cook
- Taught basic life skills necessary for becoming an independent adult
- Helped with conflict resolution as well as self-reflection / coping skills.
- Delivered crisis intervention services when necessary, helping residents cope during difficult times and regain stability.
- Supported successful transitions out of the program by connecting residents with appropriate community resources and services.
- Contributed to program evaluation efforts by collecting data on resident outcomes and satisfaction levels, informing future improvements in service delivery.
- Spearheaded fundraising efforts to secure additional resources for resident services, increasing both financial stability and program offerings within the organization.
Pro-Shop/ Cart-Girl/ Bartender
Champion Ranch
05.2023 - 11.2023
- Check customers into computer systems to chart their golf rounds and payments
- Give instructions on where they were allowed to be on the golf course, and what areas to keep off of
- Gave golf cart instructions, and checked to make sure golfers were old enough to drive carts
- Cleaned carts out after each one was returned
- Adaptable and flexible moving back and forth between pro-shop and bar to make sure customers on both sides of the building had all their needs met as quickly and efficiently as possible
- Handled complaints professionally while trying to maintain a peaceful and welcoming atmosphere.
- Enforced club policies and regulations, promoting a safe and enjoyable atmosphere for all patrons.
- Demonstrated expert knowledge of golf course layout, assisting first-time visitors in navigating the terrain.
- Cultivated a welcoming atmosphere by engaging guests in conversation about their golf game or personal interests.
- Contributed to a positive team environment by assisting coworkers with their tasks when needed.
- Quickly adapted to changing weather conditions, adjusting service strategies accordingly.
Self Employed
Stay at Home Mom
01.2019 - 05.2023
- Created daily routines, and applied time management to all day-to-day activities
- Remained flexible and adaptable in everyday situations
- Taught children at above regular age proficiency level
- Applied all communication, multitasking, problem-solving, and stress management skills.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Cultivated interpersonal skills by building positive relationships with others.
Certified Nursing Assistant
Northshore Health and Rehabilitation
01.2018 - 01.2019
- Assisted patients with recovery and treatment needed to recover quickly
- Assisted with patient transfer and ambulation with use of lifts, wheelchairs and gait belts
- Performed clerical duties, such as word processing, data entry, charting, answering phones, and filing
- Performed direct patient care aimed at increasing psychological, physical, and spiritual well-being by assisting with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, Rehabilitation, and safety
- Assisted patients with illnesses and control of illnesses through medication and isolation.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Built rapport with patients and families, providing emotional support during difficult times.
Lift Operator
Mountain High Resort
01.2017 - 01.2018
- Assisted passengers in safely loading onto and unloading off ski lift
- Provide instruction and friendly customer service by talking to all ski lift passengers
- Stall chairs to ensure safety and comfort of passengers loading lift
- Slow or stop lift as necessary to ensure passenger safety
- Maintain load and unload ramps and areas around all lift stations by shoveling snow
- Identify all potential hazards and report them immediately.
- Ensured efficient lift operations by coordinating with other team members and maintaining clear communication.
- Provided excellent customer service, answering questions about mountain trails, directions, and resort facilities as needed.
- Improved lift safety by conducting regular maintenance checks and addressing potential hazards promptly.
- Managed crowd control efficiently during peak hours, ensuring a smooth flow of traffic from loading zones onto ski lifts without incident or delay for guests.
Caregiver/Certified Nursing Assistant
Morning Star Assisted Living and Memory Care
01.2016 - 01.2017
- Maintenance of patients physical, mental, and spiritual well-being
- Responded appropriately to physical, emotional, and developmental needs of patients
- Assisted patients with bathing, oral hygiene, grooming, feeding, and elimination
- Documented objective data and routine aspects of patient care
- Reported any unusual circumstances in patients’ condition or environment
- Provided a soothing and comforting environment
- Helped residents programming goals to try and increase their independence.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
Certified Nursing Assistant
Southeast Colorado Hospital Long Term Care Unit
01.2014 - 01.2015
- Assisted patients getting in and out of beds, baths, wheelchairs and automobiles
- Maintained a clean, healthy, and safe environment
- Followed safe lifting techniques, followed individual resident lifting instructions
- Assisted nurses with wound care for pressure ulcers, bed sores, and surgical site wounds
- Answered call lights and aided in patient comfort and safety by adjusting beds, lights bed rails, pillows, patients’ clothes, and bedside tables/equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
Locksmith Dispatcher
Advanced Locksmith LLC
01.2014 - 01.2015
- Ensured excellent customer service with efficiently planned schedules based on driver/Locksmith locations
- Answer phones cordially, and address all customer questions, creating detailed logs on requests and necessary assignments (type of order, time, location, etc.) Assign locksmiths to jobs based on Locksmith availability, location, and types of locks
- Create daily job schedules, maximizing efficient use of time and resources, resulting in 99% customer satisfaction.
- Provided exceptional customer service by addressing inquiries promptly, thoroughly explaining procedures, and offering helpful advice on preventative measures.
- Enhanced client satisfaction by providing prompt, professional service in emergency situations.
Courtesy Clerk/Cashier
King Soopers
01.2013 - 01.2014
- Bagged customer items daily, efficiently using proper techniques to protect delicate items and separate different groups of merchandise
- Collected shopping carts from parking lot, cleaned and dried soiled and wet carts
- Addressed customer needs including price checks and item retrieval
- Carried out all transactions on cash register, including cash, card payments, checks, and refunds and exchanges
- Prevented long wait times by quickly and carefully ringing up items adding to hassle-free experience of the customer
- Took on extra shifts based on the needs of the store.
- Enhanced customer satisfaction by providing efficient bagging and carryout services.
- Provided exceptional customer service, addressing concerns and inquiries promptly and professionally.
- Improved customer experience by offering assistance with locating products throughout the store when needed.
- Assisted elderly or disabled customers with loading groceries into vehicles upon request, demonstrating compassion and care in all interactions.
- Bagged customer items efficiently using proper techniques to protect delicate items and separate different groups of merchandise.
Education
Columbine High School
Littleton, COGED -
Lamar Institute of Technology
Beaumont, TX09.2024
Skills
- Cultural Competency
- Mediation Techniques
- Performance Appraisals
- Quality Improvement
- Progress Monitoring
- Case Management
- Client consultation
- Client Advocacy
- Goal Setting
- Client Records Management
- Needs Assessment
- Community Outreach
- Data Entry and Analysis
- Patient relationship building
- Companionship and emotional support
- Client documentation
Awards
- Received Certified Nursing Aide license in 2016.
- Received TABC May 2023.
- Received Food Handlers License January 2024.
Timeline
Resident Advocate
Journey House | Boys’ Haven of America Inc.
11.2023 - Current
Pro-Shop/ Cart-Girl/ Bartender
Champion Ranch
05.2023 - 11.2023
Self Employed
Stay at Home Mom
01.2019 - 05.2023
Certified Nursing Assistant
Northshore Health and Rehabilitation
01.2018 - 01.2019
Lift Operator
Mountain High Resort
01.2017 - 01.2018
Caregiver/Certified Nursing Assistant
Morning Star Assisted Living and Memory Care
01.2016 - 01.2017
Certified Nursing Assistant
Southeast Colorado Hospital Long Term Care Unit
01.2014 - 01.2015
Locksmith Dispatcher
Advanced Locksmith LLC
01.2014 - 01.2015
Courtesy Clerk/Cashier
King Soopers
01.2013 - 01.2014
Columbine High School
GED -
Lamar Institute of Technology
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