Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Kimone Nairne

Tampa,FL

Summary

Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Certified Nursing Assistant

5 Star Cares Medical Group Home
01.2024 - Current
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Built rapport with patients and families, providing emotional support during difficult times.

Call Center Representative

Advantage Communications
12.2019 - 08.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.

Call Center Representative

Fusion BPO
01.2019 - 06.2019
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Trained staff on operating procedures and company services.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Port Security Officer

Port Security Corps.Limited
03.2017 - 01.2019
  • Maintained detailed records of all security-related activities at the port facility for reference during future audits or investigations.
  • Assisted with investigations into suspicious activity, gathering evidence and coordinating with law enforcement as needed.
  • Ensured strict adherence to regulatory requirements by regularly reviewing policies and procedures related to maritime security operations.
  • Performed risk assessments on incoming vessels, adjusting security measures accordingly based on threat levels identified during the assessment process.
  • Promoted a culture of safety throughout the workplace by encouraging open communication regarding concerns or issues that could impact overall port security.
  • Improved overall port safety through regular maintenance checks of security equipment and systems.
  • Played a key role in the development and implementation of comprehensive emergency response plans, ensuring preparedness for various scenarios that could impact port operations or security.

Education

Certificate - Patient Care

College of Health And Allied
West Palm Beach, FL
01-2022

High School Diploma -

Merl Grove High School
Jamaica
06-2011

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Call center operations
  • Communicating with clients
  • Customer communications
  • Call control
  • Answering questions
  • Complaint resolution
  • Appointment scheduling
  • Product knowledge
  • Payment processing
  • Calm disposition
  • Gathering information
  • Building rapport
  • Account updating
  • Technical support
  • Quality control
  • Customer relationship management
  • Database research
  • Training experience
  • Sales expertise
  • Technical troubleshooting
  • Cash handling
  • Logging call information
  • Product upselling
  • FLUENT IN [LANGUAGE]
  • Interpersonal skills
  • HIPAA compliance
  • Reliable team player
  • Direct patient care
  • Basic life support
  • Vital signs monitoring
  • Bedside manner
  • Dressing assistance
  • Safety precautions
  • Electronic charting
  • Compassionate caregiver
  • Patient-focused care
  • Recording vital signs
  • Documenting behaviors
  • Companionship and emotional support
  • End-of-life care
  • Adaptable
  • Patient lifting
  • Urinary catheter care
  • Transfer techniques

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Certification

  • CNA - Certified Nurse Assistant

Languages

English
Full Professional

Timeline

Certified Nursing Assistant

5 Star Cares Medical Group Home
01.2024 - Current

Call Center Representative

Advantage Communications
12.2019 - 08.2022

Call Center Representative

Fusion BPO
01.2019 - 06.2019

Port Security Officer

Port Security Corps.Limited
03.2017 - 01.2019

Certificate - Patient Care

College of Health And Allied

High School Diploma -

Merl Grove High School

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