NAKATIA GORDON
Mastic,United States
Summary
Detailed-oriented individual with strong background in customer service, written and oral communication. Self-motivated, solid team player with a positive attitude and strong commitment to quality and success.
Overview
18
18
years of professional experience
Work History
Contact Representative (GS-0962-06)
Internal Revenue Service
08.2023 - Current
- Manages a high volume of inbound calls daily, elicits sensitive, personal and financial information to ensure compliance with reporting and disclosure requirements.
- Resolve taxpayers' concerns regarding status of tax returns and refund inquires by analyzing the nature of each inquiry and its unique circumstance.
- Collaborate with other departments by submitting referrals or other documentation to substantiate taxpayers' claim and need for expeditious resolution.
- Makes determinations in controversial matters, in reporting as accurately and appropriately the degree to which individuals report honest mistakes or fraudulent returns.
Certified Nursing Assistant
Long Island Community Hospital
08.2021 - 05.2023
- Evaluate and prioritize the needs of hospital patients to ensure satisfaction.
- Display strong clinical skills in recording vital signs, measure patient intake and output to assess continuity of care efforts.
- Ensure the accurate, timely flow of information by updating healthcare team on patients’ status.
- Monitor and assess any physical or psychological changes in the patients’ health or behavior.
- Comply with HIPAA regulations on patients’ rights, documentation and interaction.
Certified Nursing Assistant
Oasis Nursing & Rehabilitation
01.2018 - 08.2021
- Adhered to the facility’s Core Values and mission with complete regard for the dignity of each person.
- Established a connection with residents through empathy and relationship building techniques.
- Provided preventative care for residents to prevent skin-related conditions and disability.
- Assisted a team member who was overloaded and offered suggestions for better time management.
Certified Nursing Assistant
Medford Multicare Center for Living (Five Star Agency)
08.2016 - 12.2017
- Supported medical staff in delivering care and services to patients from diverse traditional and social groups.
- Executed daily routine care through independent decision making.
- Communicated with external contacts to complete duties in an accurate and timely manner.
Community Marketing Agent
International Cruise & Excursion
12.2015 - 02.2016
- Offered customers an opportunity to invest in vacation packages.
- Provided information on reasonably priced vacation packages.
- Explained to the customer the benefits of applying for a vacation package deal.
Customer Service Representative
Fullgram Solutions
06.2012 - 02.2013
- Responded to customer complaints and provided alternative solutions to ensure resolution of complaints.
- Recommended services to customers based on their needs and preferences.
- Managed customer accounts and recorded account information in a secure manner.
- Contacted existing customers via email and telephone to verify account information.
- Informed existing customers of promotions and deals that would have reduced their monthly bill.
Receptionist
BarsToGo Gourmet ToGo
12.2006 - 07.2007
- Assisted customers in placing orders, fulfilled credits and handled exchanges.
- Researched local markets for better pricing on inventory.
- Managed electronic records and weekly menus.
- Organized large quantities of information into meaningful data.
- Delivered strong telephone etiquette while working on different orders simultaneously.
Education
Nursing Assistant Certification -
Ideal School of Allied Health
01.2016
Bachelors - Mass Communication
Northern Caribbean University
01.2012
Skills
SOFT SKILLS
* Effective Communication
* Critical Thinking
* Listening Skills
* Problem-Solving
TECHNICAL SKILLS
* Proficient in navigating Integrated Data
Retrieval System (IDRS)
* Capable of conducting thorough research using
SERP enterprise
* Proficiency in Microsoft Office Suite
* Skilled in using communication tools such as Jabber, Outlook and Teams
* Excellent documentation skills
Accomplishments
- Trained 8+ new hires to meet Oasis’s standards of patient care and effective time management, duties were completed on time with fewer patient complaints.
- Received commendation for 99% consistency in updating patients’ charts, resulting in fewer clinical errors.
- Responded to 35+ calls per shift in an orderly manner to provide excellent care and patient satisfaction.
- Advised 5+ team members on ways we could work together to reduce overload and burnouts, lessened the call-out rate.
- Increased food sales by 85% in 2 months by adding 20+ new customers to database.
Veterans Preferences
No
Personal Information
- Available: Permanent, Full-time
- Citizenship: United States
Timeline
Contact Representative (GS-0962-06)
Internal Revenue Service
08.2023 - Current
Certified Nursing Assistant
Long Island Community Hospital
08.2021 - 05.2023
Certified Nursing Assistant
Oasis Nursing & Rehabilitation
01.2018 - 08.2021
Certified Nursing Assistant
Medford Multicare Center for Living (Five Star Agency)
08.2016 - 12.2017
Community Marketing Agent
International Cruise & Excursion
12.2015 - 02.2016
Customer Service Representative
Fullgram Solutions
06.2012 - 02.2013
Receptionist
BarsToGo Gourmet ToGo
12.2006 - 07.2007
Bachelors - Mass Communication
Northern Caribbean University
Nursing Assistant Certification -
Ideal School of Allied Health