Monica Wilkins
San Jose,CA
Summary
Dedicated and experienced administrative and clerical professional with over 20 years in healthcare and public service environments. Proven leadership in supervising teams, managing telecommunications operations, providing crisis intervention, and ensuring smooth day-to-day operations. Adept at multitasking in fast-paced environments while maintaining excellent communication and customer service. Compassionate professional in mental health care, known for high productivity and efficiency in task completion. Skilled in patient observation, behavior modification techniques, and crisis intervention. Excel in communication, empathy, and teamwork to provide exceptional care and support.
Professional caregiver with strong focus on compassion and patient well-being. Proven ability to collaborate effectively within team environments, ensuring adaptable support for diverse needs. Skilled in administering daily care, managing medications, and fostering safe, nurturing atmosphere. Reliable and results-driven, consistently prioritizes excellent care and positive outcomes.
Overview
27
27
years of professional experience
Work History
Authorized Representive/Caregiver Attendant
IHSS
Santa Clara, CA
07.2024 - Current
- Provided compassionate personal care, enhancing client comfort and well-being.
- Assisted clients with daily living activities, promoting independence and dignity.
- Monitored health status, reporting changes to healthcare professionals for timely interventions.
- Developed individualized care plans in collaboration with families and healthcare providers.
- Coordinate medical appointments and communicate with healthcare providers.
- maintain accurate records of appointments, medications, and services
- Assist with medication reminders, meal preparation, light housekeeping, and transportation.
- Advocate for the clients healthcare and support needs.
- Handle confidential medical and personal information while maintaining privacy and professionalism.
- Build trusting relationship through excellent communication and customer service.
Behavorial Health Technician
San Jose Behavioral Health
San Jose, California
10.2024 - 08.2025
- Monitored patient behavior and mental status to ensure safety and well-being.
- Collaborated with multidisciplinary teams to coordinate patient care effectively.
- Documented patient progress and incidents accurately in electronic health records.
- Conducted therapeutic activities to promote social skills and emotional expression.
- Responded to crises by de-escalating situations using established protocols.
- Maintained a clean and safe environment to support overall therapeutic goals.
- Documented behavioral incidents to keep accurate records.
- Provided emotional support to clients and patients dealing with difficult situations.
- Assessed patient behavior, reactions and responses to treatment plans.
- Enforced rules and regulations pertaining to client and patient care while maintaining a safe environment.
- Completed daily client rounds and tracked client movements.
- Maintained client and employee areas in good working order and with adequate supplies.
- Organized daily activities such as arts and crafts, games, and music therapy that promote healthy coping skills.
- Mentored new Behavioral Health Technicians on best practices when interacting with clients and patients.
- Encouraged positive interactions between other Behavioral Health Technicians and clients and patients.
- Responded promptly to any emergency situations that may arise within the facility.
- Identified behaviors associated with substance abuse and recognized signs of being under influence of alcohol or drugs.
- Educated clients on important life skills, housekeeping, and food preparation.
- Performed searches of resident belongings prior to admissions and throughout stays.
- Followed standard admissions procedures and documentation requirements for client intakes.
- Provided crisis intervention services to patients in need.
- Cultivated relationships with fellow staff members to enhance team collaboration.
- Advised clinical staff regarding appropriate interventions for behavioral issues.
- Facilitated group therapy sessions with multiple patients.
- Recorded patients' health metrics using thermometers or blood pressure gauges.
- Developed basic strategies to promote patient safety, wellness and independence.
Supervising Hospital Communications Operator
Santa Clara Health and Hospital Systems
Santa Clara, CA
04.2020 - 09.2024
- Supervised clerical team, managing daily operations to ensure workflow accuracy and compliance.
- Enhanced office workflows through collaboration with team members.
- Provided professional assistance to customers addressing inquiries and complaints.
- Answered phone calls courteously while delivering exceptional customer service.
- Greeted visitors with professionalism, directing them appropriately.
- Executed data entry tasks to maintain accurate customer account records.
- Verified paperwork accuracy prior to submission for processing.
- Maintained inventory levels of office supplies and equipment as needed.
- Operated communication systems for efficient information flow within healthcare teams.
- Coordinated emergency responses to ensure patient safety and timely care.
- Maintained accurate records of communications for compliance and reporting purposes.
- Assisted in training new operators on protocols and communication systems.
- Collaborated with medical staff to relay critical information quickly and clearly.
- Implemented communication protocols to improve response times and service delivery.
- Evaluated and prioritized incoming calls to successfully allocate response team resources.
- Operated multi-line phone systems to route incoming calls accurately.
- Coordinated communications between various public safety agencies during large scale incidents or disasters.
- Operated intrusion detection, access control and CCTV feeds to track building activities.
- Participated in meetings with other public safety personnel to discuss strategies for improving response times or increasing efficiency within the department.
- Provided technical support for all telecommunications equipment including radios, computers and phones.
- Maintained knowledge of applicable federal, state, local laws and regulations related to public safety operations.
- Utilized mapping programs to locate addresses for responders in the field.
- Analyzed data collected from radio transmissions in order to identify trends or patterns that may indicate potential problems.
- Monitored radio frequencies of public safety agencies to ensure proper communication between dispatchers and field units.
- Attended training sessions on new technologies used by the communications center.
- Performed administrative duties such as filing reports, data entry, updating databases.
- Provided customer service over the telephone, responding to inquiries and requests in a professional manner.
- Helped handle problems such as fires and floods in different building areas.
- Monitored fire, medical, and security alarms on campus.
- Reported any malfunctions or errors found in communications equipment immediately.
- Recorded detailed information from callers into computer system.
- Ensured that all communications were handled in a timely manner according to established protocols.
- Evaluated performance of Communications Operators on an ongoing basis and provided feedback and coaching when necessary.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Greeted visitors or callers to handle inquiries or direct to appropriate persons.
- Followed up with open calls to offer further assistance and close out issues.
- Completed connections between callers, departments and professionals.
- Handled typing and data entry duties to correct and update electronic telephone directories.
- Developed strong professional relationships with employees and clients through effective customer service skills.
- Called prospective customers by operating telephone equipment, automatic dialing systems and other telecommunications technologies.
- Offered special assistance to persons unable to dial or in emergency situations.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Assisted individuals with hearing difficulties with using assistive services to complete calls.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Kept equipment operational by following manufacturer's instructions and established procedures.
- Calculated and quoted charges for long-distance connections.
- Observed signal lights on switchboards and dialed or pressed buttons to make connections.
Resident Service Coordinator
LifeMoves
San Jose, CA
01.2024 - 04.2024
- Delivered crisis management and safety supervision in transitional housing facility.
- Conducted client intakes and discharges while overseeing daily operations.
- Supervised chore activities and reported incidents to ensure compliance.
- Managed operations of residential facilities for diverse populations.
- Coordinated support services to assist residents in achieving personal goals.
- Implemented safety protocols, creating a secure living environment for residents.
- Mentored junior staff on best practices in resident care and support services.
- Maintain accurate records of appointments, medications, and services.
- Assist with medication reminders, meal preparation, light housekeeping, and transportation.
- Advocate for the clients healthcare and support needs.
- Handle confidential medical and personal information while maintaining privacy and professionalism.
- Build trusting relationships through excellent communication and customer service.
- Coordinated resident support services to enhance individual outcomes and community engagement.
Lead Hospital Communications Operator
Santa Clara Valley Medical Center
San Jose, CA
06.2001 - 04.2020
- Coordinated responses to hospital-wide emergencies, including Code Blue, Red, Pink, and Yellow.
- Dispatched Protective Services for safety-related incidents to ensure prompt action.
- Operated Code 3 panel systems and announced STAT calls for urgent situations.
- Maintained staffing schedules for department operations and trained new employees effectively.
- Triaged incoming patient calls to prioritize urgent needs and updated doctor schedules daily.
- Utilized Alertus and Quiktel systems to send critical emergency messages swiftly.
- Operated communication systems to facilitate timely information exchange among staff.
- Managed emergency calls, ensuring rapid response and effective resource allocation.
- Coordinated interdepartmental communication to support patient care initiatives effectively.
- Monitored radio transmissions, relaying critical information to medical personnel promptly.
- Documented communications accurately for record-keeping and compliance purposes.
- Trained new operators on protocols and communication equipment usage thoroughly.
- Assisted in troubleshooting communication equipment issues to maintain operational efficiency.
- Collaborated with healthcare teams to enhance information flow during emergencies efficiently.
- Maintained knowledge of applicable federal, state, local laws and regulations related to public safety operations.
- Answered incoming calls and routed to the appropriate personnel.
- Provided customer service over the telephone, responding to inquiries and requests in a professional manner.
- Assisted with training new Communications Operators on equipment usage and procedures.
- Evaluated and prioritized incoming calls to successfully allocate response team resources.
- Participated in meetings with other public safety personnel to discuss strategies for improving response times or increasing efficiency within the department.
- Utilized mapping programs to locate addresses for responders in the field.
- Ensured that all communications were handled in a timely manner according to established protocols.
- Monitored radio frequencies of public safety agencies to ensure proper communication between dispatchers and field units.
- Monitored fire, medical, and security alarms on campus.
- Evaluated performance of Communications Operators on an ongoing basis and provided feedback and coaching when necessary.
- Processed non-emergency requests for specific services such as groundskeepers and housekeeping.
- Operated multi-line phone systems to route incoming calls accurately.
- Helped handle problems such as fires and floods in different building areas.
- Dispatched maintenance and safety teams to address alarm calls.
- Coordinated communications between various public safety agencies during large scale incidents or disasters.
- Reported any malfunctions or errors found in communications equipment immediately.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Greeted visitors or callers to handle inquiries or direct to appropriate persons.
- Followed up with open calls to offer further assistance and close out issues.
- Completed connections between callers, departments and professionals.
- Handled typing and data entry duties to correct and update electronic telephone directories.
- Developed strong professional relationships with employees and clients through effective customer service skills.
- Offered special assistance to persons unable to dial or in emergency situations.
- Assisted individuals with hearing difficulties with using assistive services to complete calls.
- Answered routine questions about telephone and voice mailbox operations.
- Paged employees over PA system to ensure prompt connection with callers.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Observed signal lights on switchboards and dialed or pressed buttons to make connections.
- Calculated and quoted charges for long-distance connections.
- Kept equipment operational by following manufacturer's instructions and established procedures.
Membership Services Representative
Central YMCA
San Jose, California
08.1999 - 06.2000
- Assisted members with inquiries and provided information about programs and services.
- Processed membership applications and maintained accurate member records.
- Conducted facility tours for prospective members and explained membership benefits.
- Resolved member concerns promptly to ensure a positive experience.
- Collaborated with team members to improve service delivery and communication.
- Educated members on wellness resources and community partnerships available through the YMCA.
- Provided superior customer service to members by responding to inquiries and resolving issues in a timely manner.
- Implemented strategies to improve customer satisfaction ratings from members regarding our services.
- Maintained accurate records of member information in database systems.
- Initiated contact with prospective members via webinars, social media posts, or other digital marketing channels.
- Verified eligibility for membership programs and provided information on benefits.
- Monitored renewal dates for existing memberships and coordinated follow-up activities as needed.
- Processed incoming applications for membership and kept up-to-date databases of memberships.
- Maintained accurate records of member accounts, including payments and renewals.
- Performed administrative tasks such as filing documents, data entry, or preparing correspondence.
- Assisted with the implementation of new membership policies and procedures.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Education
GED -
Santa Clara County Office of Education
San Jose, CA01-1998
Some College (No Degree) - LVN
Gurnick Medical Academy of Arts
San Jose, CANo Degree - Human Health Services - In Progress
San Jose City College
San Jose, CASkills
- Leadership and supervision
- Crisis management and client services
- Office operations and scheduling
- Payroll processing and timekeeping
- Communication and problem solving
- Emergency response coordination
- Training and staff development
- Patient monitoring
- Crisis intervention
- Electronic health records
- Therapeutic activities
- Behavioral assessment
- Team collaboration
- Multidisciplinary coordination
- Emergency response protocols
- Record keeping
- Effective communication
- Client advocacy
- Problem solving
- Conflict resolution
- Emotional intelligence
- Nonverbal communication
- De-escalation strategies
- Positive reinforcement
- Documentation skills
- Admissions intake
- Conflict de-escalation
- Cultural sensitivity
- Time management
- Professional boundaries maintenance
- Verbal de-escalation
- Crisis handling
- Data collection
- Activity monitoring
- Log updating
- Food preparation and handling
- Multitasking and organization
- Emergency response
- Safety management
- Progress monitoring
- Housekeeping skills
- Active listening
- Incident reporting
- Patient assessment
- Assessment administration
- Patient observation
- Self-care practices
- Empathy and compassion
- Walking rounds
- Security procedures
- Nutrition monitoring
- Emotional support
- Mobility support
- Recreational activities planning
- Transfer skills
Education
true,other
Timeline
Behavorial Health Technician
San Jose Behavioral Health
10.2024 - 08.2025
Authorized Representive/Caregiver Attendant
IHSS
07.2024 - Current
Resident Service Coordinator
LifeMoves
01.2024 - 04.2024
Supervising Hospital Communications Operator
Santa Clara Health and Hospital Systems
04.2020 - 09.2024
Lead Hospital Communications Operator
Santa Clara Valley Medical Center
06.2001 - 04.2020
Membership Services Representative
Central YMCA
08.1999 - 06.2000
Some College (No Degree) - LVN
Gurnick Medical Academy of Arts
GED -
Santa Clara County Office of Education
No Degree - Human Health Services - In Progress
San Jose City College