Marguerite Wilkes
Houston
Summary
Resourceful healthcare professional with 7 years of experience in traveling healthcare, crisis mental health, and remote client operations. Trained in institutional corrections and security operations, providing situational awareness, tactical de-escalation, and risk assessment in emergency and psychiatric settings. Leverages a multi-state nursing license and strong communication skills to ensure compliance, data accuracy, and effective crisis management.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Traveling Certified Nursing Assistant
Amergis Healthcare Staffing
Wauwatosa
01.2019 - Current
- Executed short-term emergency contracts in high-volume emergency departments and fast-paced medical-surgical floors to provide critical patient care.
- Adapt instantly to diverse facility layouts, localized nursing protocols, and multiple EMR platforms with zero downtime.
- Assist ER trauma teams with casting, splinting, wound preparation, and rapid room turnover under extreme pressure.
- Managed heavy patient loads while ensuring accurate tracking of vitals, blood glucose, and clinical documentation to support patient outcomes.
Remote Call Center Representative
Convergys
Hazelwood
09.2022 - 12.2023
- Managed 80–100 inbound and outbound calls daily, resolving complex client inquiries, billing issues, and service requests.
- Utilized advanced active listening and de-escalation tactics to handle frustrated customers, protecting company retention metrics.
- Navigated multiple CRM software systems simultaneously to log data accurately while maintaining low average handle times.
Psychiatric & Behavioral Health Technician/TRAVEL
Favorite Healthcare Staffing
Marshall
03.2021 - 08.2022
- Maintained strict visual supervision and institutional safety protocols on acute behavioral health lockdown units.
- Leveraged security training and Crisis Prevention Intervention (CPI) techniques to diffuse aggressive or psychotic behaviors.
- Conducted rigorous 15-minute safety checks, environmental sweeps for contraband, and thoroughly documented behavioral shifts.
Travel Hospice & Palliative Care CNA
Divinity Hospice
San Antonio
11.2019 - 02.2021
- Provided compassionate end-of-life care to terminally ill patients across residential and inpatient hospice settings under travel contracts.
- Administered comfort measures, including frequent turning for skin integrity, mouth care, and pain monitoring.
Education
Master of Science - Criminal Justice
Colorado Technical University
Denver, CO06-2019
Bachelor of Science - Criminal Justice
Colorado Technical University
Denver, CO06-2016
Associate of Applied Science - Accounting And Finance
Everest College
Springfield, MO06-2001
Skills
- Security & De-escalation: Tactical communication, crisis intervention (CPI), environmental sweeps, contraband control
- Travel Operations: Multi-state compliance, rapid facility integration, remote CRM navigation
- Acute & Emergency Care: ER Triage support, Med-Surg flow, trauma room prep, EMR logging, vitals tracking
- Behavioral Health: 15-minute safety checks, therapeutic boundaries, acute psychotic behavioral management
- Business Operations: Inbound/Outbound call management, data entry, financial accounting, client retention
Certification
- Texas Certified Nursing Assistant (CNA) | License #NA006130987
- Wisconsin Certified Nursing Assistant (CNA) | License #WI035578401310
- Missouri Certified Nursing Assistant (CNA)| License #M0024874001877
- Basic Life Support (BLS/CPR) | American Heart Association | Valid: 09/25/2025 – 09/25/2027
- Security Guard / Corrections Training Completion Certificate | 2019
- Crisis Prevention Intervention (CPI) Certification | 2021
Timeline
Remote Call Center Representative
Convergys
09.2022 - 12.2023
Psychiatric & Behavioral Health Technician/TRAVEL
Favorite Healthcare Staffing
03.2021 - 08.2022
Travel Hospice & Palliative Care CNA
Divinity Hospice
11.2019 - 02.2021
Traveling Certified Nursing Assistant
Amergis Healthcare Staffing
01.2019 - Current
Master of Science - Criminal Justice
Colorado Technical University
Bachelor of Science - Criminal Justice
Colorado Technical University
Associate of Applied Science - Accounting And Finance
Everest College