Summary
Overview
Work History
Education
Skills
References
References
Timeline
Generic

Mardella Henson

Dunsmuir,CA

Summary

Proven professional with extensive experience in healthcare and customer service, Skilled in crisis intervention and team leadership, I have a track record of improving operational efficiency and customer satisfaction. My ability to build trust and advocate effectively showcases my commitment to excellence and teamwork.

Overview

20
20
years of professional experience

Work History

Direct Support Professional

Woodland Summer House
Woodland
01.2009 - 12.2025
  • Used approved crisis intervention techniques in emergency situations.
  • Maintained detailed records of services performed on clients.
  • Organized oral medications for clients following dosage and schedule requirements.
  • Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
  • Drove clients to doctors' appointments and social outings.
  • Followed care plan and directions to administer medications.
  • Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
  • Built strong and trusting rapport with clients and loved ones.
  • Enhanced patient wellbeing by supporting participation in recreational activities.
  • Consulted with client care team to continually update care plans.
  • Transported clients to doctor's appointments and errands.
  • Facilitated social interactions between participants and their peers in the community.
  • Advocated for disabled individuals to foster communication and self-expression and achieve goals.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.

Assistant Manager

Dollar General
Weed , CA
11.2024 - 11.2025
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Delegated work to staff, setting priorities and goals.
  • Established processes for monitoring customer satisfaction levels.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Recruited and trained new employees to meet job requirements.
  • Managed customer service inquiries and complaints in a timely manner.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Maintained up-to-date knowledge of company products and services.
  • Resolved conflicts between team members in an effective manner.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Ensured compliance with safety regulations and company policies.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Cashier

Ace Hardware
Mount Shasta, CA
03.2022 - 07.2025
  • Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
  • Answered phone calls to assist customers with questions and orders.
  • Stocked shelves with merchandise when needed.
  • Ensured compliance with all safety regulations within the store environment.
  • Followed company security procedures for handling large sums of money.
  • Discounted purchases by scanning and redeeming coupons.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Built and maintained productive relationships with employees.

Cashier/Sandwich Artist

SUBWAY®Restaurants
Weed , CA
11.2024 - 01.2025
  • Answered customer questions and provided store information.
  • Answered customers' questions and provided information on store procedures or policies.
  • Counted and balanced cashier drawers.
  • Processed credit card, cash, and check payments, ensuring all transactions were accurate.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Helped with purchases and signed customers up for rewards program.
  • Collected payments and provided accurate change.
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Followed company security procedures for handling large sums of money.
  • Ensured compliance with all safety regulations within the store environment.

Medical Assistant

Shasta Cascade Health Centers
Dunsmuir , CA
01.2016 - 01.2018
  • Measured vital signs and took medical histories to prepare patients for examination.
  • Incorporated outside records into charts and EHR.
  • Cleaned and maintained medical equipment following procedures and standards.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Organized charts, documents and supplies to maintain team productivity.
  • Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Assisted back office patient processes to reduce office wait times.
  • Supported administrative staff by processing payments.
  • Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
  • Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
  • Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.

Front Office Assistant/Medical Assistant

Gary Herfindahl Surgery
Mount Shasta, CA
02.2014 - 01.2015
  • Inputted orders into database system accurately and timely.
  • Scheduled appointments for clients and staff members.
  • Maintained accurate financial records and assisted in preparing monthly reports.
  • Provided administrative support to office staff, improving productivity.
  • Reviewed and approved vendor invoices.
  • Conducted data entry tasks with high accuracy, maintaining integrity of information.
  • Monitored office services mailbox for business support needs and requests.
  • Updated and maintained appointment calendars, ensuring optimal scheduling.
  • Coordinated support to facilitate general office operations.
  • Maintained inventory of office supplies, ensuring availability and cost-effectiveness.
  • Answered office phone and emails to schedule appointments, answer questions and document information.
  • Assisted in the preparation of reports and presentations, supporting office operations.
  • Welcomed large volume of guests and improved overall customer service.
  • Maintained front desk to provide positive first impression.
  • Greeted customers and provided assistance with inquiries.
  • Answered phones and routed voicemails to respective employees.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Retrieved messages from voicemail to forward to appropriate personnel.
  • Researched customer complaints or billing issues as necessary.

Barista

The Coffee Brake
Mount Shasta
04.2013 - 04.2014
  • Adhered to health department regulations concerning sanitation standards.
  • Kept up-to-date records of sales transactions using point-of-sale systems.
  • Implemented feedback from customers to improve service quality and menu offerings.
  • Described menu items to customers and suggested appealing products.
  • Input orders into point of sale system and handled customer payments.
  • Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
  • Followed health, safety and sanitation guidelines to pass state inspections.
  • Utilized POS system to receive and process customer payments.
  • Checked temperatures of freezers, refrigerators or heating equipment to verify proper functioning.
  • Received and accurately processed customer payments.
  • Labeled containers of milk for use in coffee drinks according to expiration dates.
  • Organized workstations efficiently so that tasks could be completed quickly during peak hours.
  • Addressed and resolved customer concerns to maintain brand loyalty.

Advocate

Woodland/Davis Summer House
Davis
05.2010 - 10.2012
  • Filed motions on behalf of clients with appropriate court or tribunal.
  • Remained highly organized and detail-oriented while working on several cases simultaneously.
  • Participated in panels and conferences as a subject matter expert, advocating for policy reform and sharing best practices.
  • Advocated for individual clients at local government meetings, effectively communicating their needs and proposed solutions.
  • Collaborated with legal teams to provide comprehensive support in high-profile cases, ensuring clients' rights were protected.
  • Reviewed documents related to cases for accuracy and completeness prior to filing them with the court.
  • Conducted thorough research on current laws and policies affecting client demographics to inform advocacy efforts.
  • Received promotion to position based on dedicated work ethic and legal acumen.
  • Displayed superior confidentiality in mail, telephone and in-person communications.
  • Participated in mediations between parties involved in disputes over matters such as contract breaches and family law matters.
  • Provided support services such as document preparation or investigations as needed during case preparation.
  • Answered phones, greeted clients, scheduled appointments and made travel arrangements.
  • Engaged in continuous professional development to stay informed on advocacy best practices and emerging issues.

Housekeeper

BestWestern Treehouse Motor INN
Mount Shasta
01.2007 - 12.2008
  • Supplied extra towels and toiletries when requested to optimize guest comfort.
  • Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
  • Responded to requests from guests regarding housekeeping needs.
  • Provided information about hotel services upon request from guests.
  • Sorted and counted linens and organized in storage areas.
  • Reported any maintenance issues or damage to supervisors immediately.
  • Delivered ironing boards, baby cribs and rollaway beds to guests' rooms.
  • Replenished supplies such as drinking glasses and coffee cups in guest rooms.
  • Inspected furniture for damage or stains in between guest stays.
  • Sanitized all areas of the hotel lobby and public restrooms.

Certified Nursing Assistant

Baycrest Village
Coos Bay, OR
01.2006 - 01.2008
  • Documented activities and recorded information in EMR system.
  • Collected specimens from patients for laboratory testing purposes.
  • Answered call lights promptly and responded to patient needs accordingly.
  • Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
  • Provided emotional support to patients and families during difficult times.
  • Provided physical support to assist patients with bathing, dressing and toileting.
  • Monitored vital signs including blood pressure, pulse rate, respiration rate.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Administered medications and educated patients and families on correct at-home administration.
  • Reminded patients to take prescribed medications or nutritional supplements.
  • Communicated with patients to determine feelings, need for assistance or social and emotional support.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Collected specimens for testing purposes upon request from physicians or nurses.
  • Took temperature readings orally or rectally as instructed by the RN or MD.
  • Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
  • Transported specimens, laboratory items or pharmacy items, verifying proper documentation and delivery to authorized personnel.
  • Safeguarded patient privacy with strict adherence to HIPAA protocols.
  • Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
  • Reported changes in patient condition to registered nurse or physician.
  • Observed patients for any changes in their physical or mental condition.
  • Administered medications as directed by registered nurse or physician.
  • Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
  • Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
  • Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
  • Responded quickly to emergency situations involving sudden illness or injury.
  • Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
  • Used mobility devices to transport patients.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Assisted with ambulation of patients utilizing appropriate equipment safely.
  • Assisted patients with daily living activities, including bathing, dressing, and grooming.
  • Conducted patient education on health maintenance and disease prevention.
  • Shaved and draped patients to prepare for surgery, treatment or examination.
  • Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
  • Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
  • Answered signal lights, bells or intercom systems to determine resident needs.
  • Assisted residents with bathing and dressing to promote personal hygiene.
  • Answered patient call signals and signal lights to determine patients' needs.

Education

High School Diploma -

North Bend High School
North Bend, OR
06-2006

Skills

Volunteer Experience:

Dunsmuir Elementary School

Contact information:

Mandy Lehay

530-235-4828

Dunsmuir Chamber of Commerce

Contact Information:

Grace Sanchez

530-859-2005

Serve Safe Food Handler Card Certified

CPR/AED certified

References

  • Grady Fort MD P: 530-722-5145
  • Randi Jones P: 530-863-0539
  • Suzanne Mendenhall P: 530-859-0339
  • Grace Sanchez P: 530-859-2005
  • Mandy Lehay P: 530-235-4828

Personal References:  Jas (P): 1(510) 685-8676 

                                      Richard (P) 1(310) 408-7556

                                      Judy King (P) (530) 678-3507

    

References

References available upon request.

Timeline

Assistant Manager

Dollar General
11.2024 - 11.2025

Cashier/Sandwich Artist

SUBWAY®Restaurants
11.2024 - 01.2025

Cashier

Ace Hardware
03.2022 - 07.2025

Medical Assistant

Shasta Cascade Health Centers
01.2016 - 01.2018

Front Office Assistant/Medical Assistant

Gary Herfindahl Surgery
02.2014 - 01.2015

Barista

The Coffee Brake
04.2013 - 04.2014

Advocate

Woodland/Davis Summer House
05.2010 - 10.2012

Direct Support Professional

Woodland Summer House
01.2009 - 12.2025

Housekeeper

BestWestern Treehouse Motor INN
01.2007 - 12.2008

Certified Nursing Assistant

Baycrest Village
01.2006 - 01.2008

High School Diploma -

North Bend High School

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Mardella Henson