Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Monika Jones |Client Engagement Specialist

Raleigh,NC

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Certified Nursing Assistant

Dzeel Clinical
05.2023 - Current
  • Identify behaviors that necessitate intervention and obtain assistance from qualified personnel to complete intervention.
  • Observes patient behaviors and mental status and notifies RN of unusual or potentially dangerous occurrences.
  • Supports patient confidentiality in accordance with HIPAA regulations.
  • Perform scheduled patient safety checks and document results to establish patients' well-being.
  • Deliver compassionate patient care, focusing on safety, comfort and emotional support.
  • Counsel and mentored clients on substance use and life choices.
  • Participate in patient education, helping to reinforce concepts and treatment plans.
  • Collect patient blood pressure and pulse rate, reports findings in health charts.
  • Monitor patient behavior and immediately reports changes to supervising physician.

Certified Nursing Assistant

State of North Carolina
03.2017 - 05.2023
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Supported needs of 3-4+ residents under long-term care.
  • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Delivered high-quality care to Intellectually disabled patients in hospital facility.

Technical Customer Support Specialist

AT&T
03.2015 - 01.2017
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Generated reports to track performance and analyze trends.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.

Assistant Manager

Champs Sports
04.2012 - 03.2015
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Generated repeat business through exceptional customer service.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Education

Property And Casualty

EXAMFX
Leadwood, MO
06.2023

Certified Nursing Assistant

Wayne Community College
Goldsboro, NC
02.2015

GED -

Wayne Community College
Goldsboro, NC
11.2011

Skills

  • Conducting intakes
  • Patient-focused care
  • Quality Assurance
  • Patient relationship building
  • Database Administration
  • Case Management
  • Condition Monitoring
  • Medical terminology knowledge
  • Electronic Charting
  • Patient Relations
  • Wound care specialist
  • End of life care
  • Dementia and Alzheimer's knowledge

Certification

  • CNA - Certified Nurse Assistant
  • CNA - Certified Nursing Assistant II
  • Licensed Property and Casualty - 2023'

Timeline

Certified Nursing Assistant

Dzeel Clinical
05.2023 - Current

Certified Nursing Assistant

State of North Carolina
03.2017 - 05.2023

Technical Customer Support Specialist

AT&T
03.2015 - 01.2017

Assistant Manager

Champs Sports
04.2012 - 03.2015

Property And Casualty

EXAMFX

Certified Nursing Assistant

Wayne Community College

GED -

Wayne Community College

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Monika Jones |Client Engagement Specialist