Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Pearlyne Pascal

Boston,MA

Summary

Dynamic and empathetic professional with a proven track record at Amazon, enhancing customer loyalty through exceptional service and active listening. Skilled in critical thinking and computer proficiency, adept at transforming high-stress situations into positive customer experiences. Demonstrates a strong ability to build relationships, backed by a comprehensive background in healthcare support, ensuring comprehensive client satisfaction and well-being.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Amazon
06.2023 - Current
  • Investigated and resolved customer inquiries and complaints quickly.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests for products, services, and company information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Behavior Technician

Centria Autism Services
02.2022 - 10.2023
  • Worked as part of collaborative team to address changing needs of children and families.
  • Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
  • Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
  • Assisted in data collection and analysis, contributing to the ongoing evaluation of client progress.
  • Developed strong rapport with clients and their families, fostering trust and open communication throughout the therapeutic process.
  • Provided direct support during community outings, facilitating appropriate social interactions among peers while practicing newly acquired skills within real-world contexts.
  • Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
  • Improved client communication skills through the use of evidence-based practices and techniques.
  • Assisted in the creation of visual supports and schedules for clients, enhancing daily routines and transitions.
  • Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
  • Trained clients to apply appropriate social skills and behavior modification techniques.

CNA

Hebrew Senior Life
01.2016 - 11.2021
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
  • Documented patient information and care activities in electronic health record.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.

Hospice Aide

Fidelis Hospice
01.2017 - 09.2021
  • Positioned patients to provide comfort and promote better body alignment.
  • Protected privacy and delivered comfort to preserve dignity of dying patient and family members.
  • Enabled family members'' involvement in the hospice experience through effective communication and emotional support.
  • Assisted in the management of end-of-life symptoms through the implementation of non-pharmacological interventions such as massage, guided imagery, or relaxation exercises.
  • Maintained a safe and comfortable environment for patients through regular monitoring of vital signs and reporting changes to medical staff.
  • Assisted patients in achieving optimal mobility by supporting them during transfers, ambulation, and positioning activities.
  • Promoted a holistic approach to end-of-life care by incorporating various relaxation techniques such as music therapy or aromatherapy into daily routines.
  • Improved patient satisfaction by assisting with personal hygiene tasks, ensuring cleanliness and dignity.
  • Facilitated smooth transitions between different stages of hospice care by effectively coordinating with home health aides, nurses, social workers, physicians, and volunteers.
  • Ensured continuity of care by accurately documenting patient progress, observations, interventions, and outcomes in medical records.
  • Prevented bedsores and other potential complications by regularly repositioning immobile patients and maintaining proper body alignment.
  • Developed strong therapeutic relationships with patients and their families based on trust, empathy, active listening skills, and open communication.
  • Enhanced patient comfort by providing compassionate, individualized care and addressing specific needs.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Reduced patient anxiety and stress by offering a calm, reassuring presence during difficult emotional moments or periods of physical discomfort.
  • Continuously pursued professional development opportunities to maintain current knowledge of trends and best practices within the field of palliative care nursing.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • 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.

HHA/CNA

Senior Helpers
11.2015 - 04.2018
  • Assisted patients with personal hygiene tasks such as bathing, grooming, and dressing, promoting dignity and selfconfidence.
  • Managed household chores such as laundry, meal preparation, and light cleaning, allowing clients to focus on their health and wellbeing.
  • Improved patient comfort by providing compassionate and attentive care in various daily activities.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Transported clients for medical and personal outings.
  • Facilitated communication between patients, families, and healthcare providers by serving as a reliable source of information about the client''s progress and needs.
  • Prevented bedsores in immobile clients by regularly repositioning them and ensuring proper skin care was administered.
  • Increased patient satisfaction levels by consistently going above-and-beyond in providing exceptional care tailored to individual preferences.

Education

Associate of Arts - RN

Massachusetts Bay Community College
Wellesley Hills, MA
06-2028

CNA/HHA Certificate -

Horizon Learning Center
Mattapan, MA
11-2015

Certified Medical Assistant - Medical Assistant

Lincoln Technical Institute
Somerville, MA
12-2011

High School Diploma -

Framingham High
Framingham, MA
05-2008

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Relationship building
  • Computer proficiency
  • Call center experience

Languages

French
Professional Working

Timeline

Customer Service Representative

Amazon
06.2023 - Current

Behavior Technician

Centria Autism Services
02.2022 - 10.2023

Hospice Aide

Fidelis Hospice
01.2017 - 09.2021

CNA

Hebrew Senior Life
01.2016 - 11.2021

HHA/CNA

Senior Helpers
11.2015 - 04.2018

Associate of Arts - RN

Massachusetts Bay Community College

CNA/HHA Certificate -

Horizon Learning Center

Certified Medical Assistant - Medical Assistant

Lincoln Technical Institute

High School Diploma -

Framingham High

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