Summary
Overview
Work History
Education
Skills
Timeline
Generic

Magdalena Burden

Montgomery,AL

Summary

Experienced with leading customer service teams to achieve high satisfaction levels and operational efficiency. Utilizes problem-solving and conflict resolution skills to address customer concerns effectively. Track record of fostering team collaboration and maintaining positive work environment.

Professional healthcare provider with strong expertise in patient care and support. Skilled in assisting medical staff, managing patient needs, and maintaining healthcare standards. Known for effective teamwork, adaptability, and reliability in fast-paced environments. Proficient in vital signs monitoring, patient mobility assistance, and medical documentation.

Overview

7
7
years of professional experience

Work History

Patient Care Technician

Baptist Medical Center South
08.2024 - Current
  • Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
  • Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
  • Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.

Certified Nursing Assistant

SYNERGY HomeCare
01.2024 - 08.2024
  • 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.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.

Certified Nursing Assistant

South Rehabilitation Center
08.2023 - 12.2023
  • 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.
  • Built rapport with patients and families, providing emotional support during difficult times.
  • Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.

Nursing Assistant

South Rehabilitation Center
05.2023 - 08.2023
  • Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
  • Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Assisted in the training of new Nursing Assistants, sharing knowledge of best practices to improve overall department performance.

Customer Service Lead

Alorica
07.2020 - 04.2023
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.

Customer Service Representative

Alorica
06.2018 - 07.2020
  • 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.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

Associate Of General Studies - Nursing

Trenholm State Community College
Montgomery, AL

Skills

  • Vital signs monitoring
  • Patient observation
  • Blood glucose testing
  • Basic life support
  • Infection control standards
  • Catheter care
  • Specimen collection
  • Feeding assistance
  • Patient positioning
  • EKG interpretation
  • Hospice and palliative care
  • Wound care
  • Qualified in patient transport
  • Team collaboration
  • Active listening
  • Compassionate care
  • End-of-life care
  • Oxygen therapy
  • HIPAA compliance
  • Certified in CPR/AED
  • Alzheimer and dementia care
  • Customer service
  • Technical support

  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Microsoft outlook
  • Scheduling
  • Appointment scheduling
  • Documentation
  • Customer relationship management (CRM)
  • Staff training
  • Clerical support
  • Live chat support
  • Dispute resolution

Timeline

Patient Care Technician

Baptist Medical Center South
08.2024 - Current

Certified Nursing Assistant

SYNERGY HomeCare
01.2024 - 08.2024

Certified Nursing Assistant

South Rehabilitation Center
08.2023 - 12.2023

Nursing Assistant

South Rehabilitation Center
05.2023 - 08.2023

Customer Service Lead

Alorica
07.2020 - 04.2023

Customer Service Representative

Alorica
06.2018 - 07.2020

Associate Of General Studies - Nursing

Trenholm State Community College
Magdalena Burden