Penina Mercy
Palm Bay,FL
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Travel Certified Nursing Assistant
Hamilton Staffing Solution
Clermont , FL
03.2020 - Current
- Assisted patients with daily living activities, including bathing, dressing, and grooming.
- Observed and reported unusual symptoms and changes to charge nurse.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Assisted residents in preparing for activities and social programs.
- Maintained accurate documentation of patient information according to established standards.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Assisted patients with mobility and transfers utilizing appropriate assistive devices such as wheelchairs, canes, walkers, and slings.
Remote Customer Service
Foundever
Palm Bay, FL
07.2023 - 11.2024
- Created reports summarizing customer service metrics and activities.
- Answered incoming calls from customers and provided excellent customer service.
- Analyzed customer feedback to identify trends in product and service satisfaction levels.
- Ensured that all customer service inquiries were answered promptly and efficiently.
- Utilized sales techniques to increase revenue while ensuring excellent customer service.
- Provided customer service to domestic travelers by answering inquiries, resolving complaints and providing information on travel destinations.
- Conducted weekly meetings with the service agents to discuss customer feedback and performance reviews.
Customer Service Representative
Spectrum Hair Inc
Brentwood, NY
01.2012 - 02.2024
- Contacted customers about potential service upgrades, new services and account changes.
- Answered customer inquiries via phone, email, and chat.
- Surpassed sales goals through implementation of successful marketing strategies.
- Supported sales team members to drive growth and development.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Excelled in exceeding daily credit card application goals.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Graduate Certificate - Practical Nursing
Keiser Career College
Greenacres City, FL05-2009
High School Diploma -
Continental Academy
Miami, FL08-2005
Skills
- Documenting behaviors
- Patient-focused care
- Compassion and empathy
- Transporting patients
- Infection control procedures
- Monitoring fluids
- Patient management
- Safety precautions
- Basic life support
- Ambulation assistance
- EMR / EHR
- Light housekeeping
- Oxygen therapy
- Alzheimer's and dementia care
- HIPAA compliance
- Calm and level-headed under duress
- Electronic charting
- Passenger service
- Brand promotion
- Food and beverage service
- Safety briefings
Languages
French
Elementary
Haitian Creole
Professional
Certification
- BLS
Timeline
Remote Customer Service
Foundever
07.2023 - 11.2024
Travel Certified Nursing Assistant
Hamilton Staffing Solution
03.2020 - Current
Customer Service Representative
Spectrum Hair Inc
01.2012 - 02.2024
Graduate Certificate - Practical Nursing
Keiser Career College
High School Diploma -
Continental Academy