Monica Hild
Baltimore,MD
Summary
Direct Support Professional with a track record of enhancing client independence at The Arc Of Baltimore. Excelled in conflict resolution and medication administration, significantly improving client quality of life. Skilled in empathetic customer service, adept at resolving complaints and the documentation processes. Demonstrates strong verbal communication and a commitment to professional growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Direct Support Professional/ Caregiver
The Arc Of Baltimore
05.2016 - Current
- Assisted individuals with daily living needs to maintain self-esteem and independence.
- Maintained documentation of client daily activities, incidents, and relevant observations to ensure the quality of life of individuals under my care.
- Improved client quality of life by providing assistance with daily living activities such as bathing, grooming, dressing, feeding, toileting assistance.
- Helped clients get out in community and explore their individuality through art and music.
- Documented individuals’ mental status, sleep, and eating patterns in medical record books.
Service Desk Agent
The Home Depot Inc
08.2010 - 05.2012
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Created Will Calls for customers on the computer system.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Checked out customer and processed returns
- Opened credit card accounts for customers as well as processing their credit card payments.
- Called customers to tell them their orders were ready and to collect depts.
- Assisted customers who were upset and did whatever possible to meet their needs.
Education
GED -
CCBC Essex
Baltimore, MDSkills
Resolving conflict
Documenting on a computer
Handling finances
Care plan assessment
Verbal and written communication skills
Medication Administration
Customer complaint resolution
Stocking and replenishing
Certification
CPR, First Aid
Timeline
Direct Support Professional/ Caregiver
The Arc Of Baltimore
05.2016 - Current
Service Desk Agent
The Home Depot Inc
08.2010 - 05.2012
GED -
CCBC Essex