Mandy Flaugher
Blue Ash,Ohio
Summary
Accomplished and professional registered nurse proven to possess the ability to remain calm under pressure and skillfully handle difficult patients and high-stress situations. Consistently develops strong relationships with patients & families through empathetic communication, a respectful attitude, and excellent customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Registered Nurse
The Behavioral Health Institute, Bons Secours Mercy Health
07.2022 - Current
- Evaluates patient’s behavior based on the psychosocial goals in the nursing care plan
- Administers medications while adhering to the 10 Rights for Safe Medication Administration
- One of three dedicated charge nurses with responsibilities that include prioritizing unit safety; making strategic assignments that utilize the specific talents of nursing staff; monitoring the quality of patient care provided by all staff members; and providing peer-to-peer education opportunities
- Designated preceptor that facilitates a 5 week training program on the unit for newly hired RNs and LPNs
- Collaborates with psychiatrists, physicians, other departments, and clinical administrators to provide thoughtful, deliberate, patient-centered care
- Audits patient’s medical records to determine that orders are adhered to/carried out, nursing care is recorded, and patient progress (or lack thereof) is documented
- Utilizes deescalation techniques, including CPI training, as necessary
- Leads groups that encourage patients to explore their thoughts and feelings; help with expression; and improve their mood, concentration, and coping skills
- Attends interdisciplinary team meetings to advocate for patients and help deliver comprehensive care
Macy's Credit and Customer Services
03.2019 - 07.2021
- Owned the creation and deployment of copy for customer-facing self-service articles, FAQs, and help topics that are displayed in the "Customer Service" area of the Macy's and Bloomingdale's websites
- Built and continuously executed an optimization structure to ensure self-service information was consistently factual, helpful, and relevant to our customers
- Optimization included actual, real-time customer suggestions.
Agent
Macy's Credit and Customer Services, Learning
03.2018 - 03.2019
- Envisioned and produced educational materials for enhancements to a global agent desktop application
- Communicated & managed digital training distribution over various platforms including internal social media, company intranets, & knowledgebases
- Made training solution recommendations based on trends and insights to ensure agent engagement & increased effectiveness.
De-escalation Specialist
Macy’s Credit & Customer Services
08.2013 - 03.2018
- Utilized a variety of psychosocial techniques aimed at reducing aggressive and/or threatening behavior
- Treated customers with respect and dignity that they deserved to gain their trust and promote effective communication
- Set aside personal biases and emotions in order to actively listen to the customer and provide a resolution that was suitable for both of us
- Educated the customer in a easy-to-understand and non-confrontational way to ensure their future experiences would be effortless
Operations Supervisor
Macy's Credit and Customer Services
09.2010 - 08.2013
- Assisted with managing the daily operations of the department to ensure the delivery of specialized, uncomplicated, and memorable service to our customers
- Led a customer-facing frontline team of 35 direct reports
- Coordinated several initiatives which focused on creating a better experience for our agents and customers, including strategies for reduced call handle time and developing more intuitive agent tools
Education
Bachelor of Science - Nursing
Xavier University
Cincinnati, Ohio06.2022
Bachelor of Arts - English
Shawnee State University
Portsmouth, Ohio05.2010
Skills
- Behavioral health care
- Patient rights
- Creative problem-solving
- Transparency
- Therapeutic conversation
- Family relations & education
- Patient redirection & de-escalation
- Previous extensive professional career at a Forbes 500 company where ingenuity, customer service, leadership, & agility were highly valued
Accomplishments
- DAISY Award nominee
- STAR Award winner for positive attitude
- Created & maintain a clothing closet located on the unit to supply clothing, undergarments, shoes, and coats to unhoused and impoverished patients
Certification
- Registered Nurse, Ohio Board of Nursing - License RN.509426
- BLS Certification
Timeline
Registered Nurse
The Behavioral Health Institute, Bons Secours Mercy Health
07.2022 - Current
Macy's Credit and Customer Services
03.2019 - 07.2021
Agent
Macy's Credit and Customer Services, Learning
03.2018 - 03.2019
De-escalation Specialist
Macy’s Credit & Customer Services
08.2013 - 03.2018
Operations Supervisor
Macy's Credit and Customer Services
09.2010 - 08.2013
Bachelor of Science - Nursing
Xavier University
Bachelor of Arts - English
Shawnee State University
- Registered Nurse, Ohio Board of Nursing - License RN.509426
- BLS Certification
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