Namina Nylander
Rockville,MD
Summary
Compassionate and reliable Direct Support Professional with experience in assisting individuals with disabilities to lead fulfilling lives. Strong skills in promoting client dignity, independence, and positive interactions within the community. Have made significant contributions in previous roles by implementing personalized care plans that improved overall quality of life for clients. Possess excellent interpersonal skills, conflict resolution abilities, and patience needed for this challenging role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Direct Support Professional (DSP)
Arc of Middlesex
Monmouth Junction, NJ
08.2019 - 05.2024
- Updated patient records confidentially to ensure data integrity.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Administered medication to patients according to prescribed schedules and protocols.
- Facilitated social interactions between participants and their peers in the community.
- Provided guidance and support to ensure safety of individuals served.
- Assisted individuals in learning and developing new skills.
Customer Service Representative
Oticon
Somerset, NJ
05.2018 - 07.2019
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about current deals and promotions effectively.
- Leveraged computer technology to manage high call volumes and resolve complaints.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Technical Training - Enterprise Scrum Master
Majestic Agile
Bowie, MD01-2024
High School Diploma -
Franklin High School
Somerset, NJ06-2014
Skills
- Agile methodologies and Scrum certification
- Patient record management and PHI confidentiality
- Medical documentation and EOB review
- First aid and CPR certification
- SAFe certification
- Servant leadership
- Impediment resolution
- Written and verbal communication
- Conflict resolution strategies
- Microsoft Office Suite and Adobe Acrobat proficiency
- Jira and Rally expertise
- WebEx and Zoom proficiency
- CRM systems and ticketing solutions
- HIPAA compliance awareness
- Team collaboration
Certification
- Professional Scrum Master I (PSM I)
- SAFe Scrum Master (SSM) 5
- First Aid
- CPR
Timeline
Direct Support Professional (DSP)
Arc of Middlesex
08.2019 - 05.2024
Customer Service Representative
Oticon
05.2018 - 07.2019
Technical Training - Enterprise Scrum Master
Majestic Agile
High School Diploma -
Franklin High School
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