Nikki Hile
Ashley,IN
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Looking for a new role where hard work and dedication will be highly valued. Highly-motivated, with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Direct Support Professional Caregiver
Easterseals of Northeast Indiana
Angola, IN
01.2024 - Current
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Facilitated social interactions between participants and their peers in the community.
- Accompanied individuals on outings to promote independence and integration into the community.
- Assisted in planning and implementing recreational activities for participants.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Provided guidance and support to ensure safety of individuals served.
- Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
- Collaborated with other staff members to develop individualized service plans for each participant.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Developed relationships with families of those receiving services to ensure continuity of care.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Maintained clean and well-organized environment for client happiness and safety.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Followed care plan and directions to administer medications.
- Assisted individuals in development of social skills to become integrated in community.
- Assisted individuals in learning and developing new skills.
- Tracked and reported clients' progress based on observations and conversations.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Used approved crisis intervention techniques in emergency situations.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
Qualified Intellectual Disabled Professional
Eatserseals of Northeast Indiana
Angola, IN
02.2023 - 01.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Collaborated with others to discuss new opportunities.
- Recognized by management for providing exceptional customer service.
- Maintained schedule and time keeping/approving of direct report employees
- Maintained schedule of daily activities for participants
- Followed and implemented policies and procedures of the organization and state level.
Client Service Representative
Rise, Inc.
Angola, IN
03.2011 - 07.2020
- Provided customer service support to clients and families in a timely and efficient manner.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Provided ongoing training to address staff needs.
- Maintained positive working relationship with fellow staff and management.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Organized and attended participant meetings to provide progress updates to families and outside service providers.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Participated in conferences related to industry trends or organizational developments.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Coordinated employee schedules according to shift changes and availability.
- Entered time and attendance logs in preparation for payroll.
- Created training modules and documentation to train staff.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints via phone, email, or other communication channels.
- Maintained participant records in the database system.
- Developed strong relationships with customers and family members through friendly interactions and problem-solving abilities.
- Generated reports from the database to track participant progress and uploaded reports into BDDS data base.
- Directed and supervised employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Conducted weekly meetings with team members to discuss upcoming tasks, activities, and problem solving issues.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
Education
High School Diploma -
Goose Creek High School
Goose Creek, SC06-1999
Skills
- Employee Monitoring
- Client Safety And First Aid
- Client Advocacy
- Patient & Family Support
- Medication And Appointment Reminders
- Training Programs
- Progress Monitoring
- Customer Service Excellence
- Daily Living Activities Assistance
- Social Skills
- Community Integration Support
- Activity Planning
- First Aid And Safety
- Critical Thinking Skills
- Training And Mentoring
- Performance Improvement
- Interpersonal Skills
- Staff Management
- Shift Scheduling
- Effective Leader
- Utilization of Microsoft 360, Word, and Excel programs
Timeline
Direct Support Professional Caregiver
Easterseals of Northeast Indiana
01.2024 - Current
Qualified Intellectual Disabled Professional
Eatserseals of Northeast Indiana
02.2023 - 01.2024
Client Service Representative
Rise, Inc.
03.2011 - 07.2020
High School Diploma -
Goose Creek High School
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