Highly enthusiastic customer service professional with 15 years client interface experience. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety and wellness while serving patients of all backgrounds.
Hi, I’m
MIA YOUNG
Youth mentor
Washington,DC
Summary
Overview
15
years of professional experience
Work History
United Health Group, Optum
Customer Service Representative
04.2022 - 03.2023
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Admiral Security
Armed Special Police Officer Supervisor
06.2019 - 12.2022
Job overview
- Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
- Provided for public safety by maintaining order, protecting people and property and promoting good community relations.
- Responded promptly to calls for protection of life and property, enforcement of laws and ordinances and general public service calls.
- Recorded facts to prepare reports documenting incidents and activities.
- Participated in continuous firearms proficiency, defensive driving and arrest technique training.
- Handled citation and traffic violation paperwork.
- Checked vehicle equipment for proper functioning prior to use.
- Identified, pursued and arrested suspects and perpetrators of criminal acts.
Fort Washington Rehabilitation Center
GNA
08.2017 - 07.2019
Job overview
- Observed and documented patient status and reported patient complaints to the case manager
- Read and recorded temperature, pulse and respiration
- Massaged patients and applied preparations and treatments, such as liniment, alcohol rubs and heat-lamp stimulation
- Completed and submitted clinical documentation in accordance with agency guidelines
- Prepared patient rooms prior to their arrival
- Collected urine and fecal samples
- Support duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus
- Assisted with adequate nutrition and fluid intake
- Provided transportation, assistance and companionship to clients
- Cleaned and organized patients' living quarters
- Performed household tasks such as laundry, dusting, washing dishes and vacuuming.
- Bathed, dressed, groomed, toileted and fed residents to support activities of daily living.
- Maintained safe and sanitary work stations and equipment to reduce spread of germs, bacteria and other pathogens.
- Helped residents achieve highest practical physical, mental and psychosocial well-being through individualized attention.
- Supplied incontinent care, ambulation, range of motion, communication and other wellness needs to support bodily functions and meet physical therapy goals.
- Offered quality nursing care to residents to promote rights, dignity and freedom of choice.
- Reported and recorded observations and results of treatments, tests, procedures and specimens to facilitate care plan.
HeartFields Assisted Living
Care Manager
09.2015 - 08.2017
Job overview
- Bowie
- Evaluated patient care procedural changes for effectiveness
- Administered, directed and coordinated the activities of the agency
- Served as liaison between management, clinical staff and the community
- Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations
- Jumped in to fill gaps for on call rotation when necessary.
Future Care Nursing Home
GNA
12.2013 - 08.2015
Job overview
- Future Care Pineview
- Taking care of the elderly people and make them fill comfortable
- Actively participated in unit-based Quality Assurance Program
- Sound, ethical and independent decision-making ability consistent with medical protocols
- Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments
- Assisted patients with healing and recovery after surgery.
- Bathed, dressed, groomed, toileted and fed residents to support activities of daily living.
- Maintained safe and sanitary work stations and equipment to reduce spread of germs, bacteria and other pathogens.
- Helped residents achieve highest practical physical, mental and psychosocial well-being through individualized attention.
- Supplied incontinent care, ambulation, range of motion, communication and other wellness needs to support bodily functions and meet physical therapy goals.
- Offered quality nursing care to residents to promote rights, dignity and freedom of choice.
- Reported and recorded observations and results of treatments, tests, procedures and specimens to facilitate care plan.
Clinton Nursing And Rehabilitation
Nursing Assistant
12.2012 - 09.2016
Job overview
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Documented care actions by completing records and logs in medical software system.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
National Gallery of
general security
12.2012 - 09.2016
Job overview
- Art
- Patrolled the facility and served as a, presence and visible deterrent to crime and rule infractions.Make sure visitors have a great tour at the building
- Reported all incidents, accidents and medical emergencies to law enforcement
- Stand in the different gallery and make sure visitors don't touch art work and give directions.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Oak Tree Community Hospital
Patient Care Technician
05.2008 - 10.2012
Job overview
- Positioned residents for comfort and to prevent skin pressure problems
- Oak tree community Hospital
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Designed electronic file systems and maintained electronic and paper files
- Handled all media and public relations inquiries
- Maintained the front desk and reception area in a neat and organized fashion
- Served as central point of contact for all outside vendors needing to gain access to the building
- Planned meetings and prepared conference rooms
- Wrote reports and correspondence from dictation and handwritten notes
- Dispersed incoming mail to correct recipients throughout the office
- Supplied key cards and building access to employees and visitors
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Helped patients maintain healthy skin by checking wounds, assessing integrity and bathing bedbound individuals.
Education
DuVal High School
High School Diploma
University Overview
Top 10% of class
Oak Tree Community
Hosiptal
EKG
University Overview
Tech class
CPR Certified, since
2000
University Overview
Prince George's Community College
Associate of Applied Science
05.2000
University Overview
Skills
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Sharp problem solver
- Courteous demeanor
- Energetic work attitude
- Telephone inquiries specialist
- Customer service expert
- Invoice processing
- Telecommunication skills
- Adaptive team player
- Opening/closing procedures
Timeline
Customer Service Representative
United Health Group, Optum
04.2022 - 03.2023
Armed Special Police Officer Supervisor
Admiral Security
06.2019 - 12.2022
GNA
Fort Washington Rehabilitation Center
08.2017 - 07.2019
Care Manager
HeartFields Assisted Living
09.2015 - 08.2017
GNA
Future Care Nursing Home
12.2013 - 08.2015
Nursing Assistant
Clinton Nursing And Rehabilitation
12.2012 - 09.2016
general security
National Gallery of
12.2012 - 09.2016
Patient Care Technician
Oak Tree Community Hospital
05.2008 - 10.2012
DuVal High School
High School Diploma
Oak Tree Community
Hosiptal
EKG
Tech class
CPR Certified, since
Prince George's Community College
Associate of Applied Science
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