Phoebe Fetzer
The Arc of Central Chesapeake
Mount Airy,MD
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
1
Language
8
years of professional experience
Work History
Direct Support Professional
2 Years 2 Months- Developed personalized care plans to address individual needs and preferences effectively.
- Implemented behavioral strategies to promote positive social interactions among clients.
- Assisted individuals with daily living activities, fostering independence and self-sufficiency.
- Monitored client progress, adjusting support strategies as necessary to enhance outcomes.
- Trained new staff members on best practices in direct support services and client engagement.
- Advocated for client rights and needs within community resources and service systems.
- Collaborated with interdisciplinary teams to optimize service delivery and improve quality of life initiatives.
- Maintained a clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Provided emotional and practical support to individuals, fostering positive and supportive living environment.
- Assisted with daily living activities, running errands, and household chores.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Transported clients to and from medical appointments with safety and efficiency.
Disensary Technician
4 Years 5 Months- Streamlined patient check-in process, enhancing the efficiency of care delivery.
- Fostered clean and hygienic environment, reducing the risk of infections.
- Fostered clean and hygienic environment, reducing risk of infections.
- Contributed to team meetings, offering insights on patient care improvements based on direct observations.
- Processed patient orders with attention to detail and accuracy.
- Educated patients on product use and safe consumption practices.
- Maintained compliance with state regulations and industry standards.
- Assisted in inventory management, ensuring optimal stock levels.
- Trained new staff on operational procedures and customer service protocols.
- Implemented workflow improvements, enhancing service delivery efficiency.
- Collaborated with team members to resolve patient inquiries effectively.
- Monitored product quality and reported discrepancies to management promptly.
- Solved customer problems in-person or over the telephone by providing assistance with placing orders, navigating systems, and locating items.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Maintained a clean and organized dispensary environment, prioritizing safety and accessibility for all patients.
- Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
- Assisted patients with product selection, ensuring optimal therapeutic benefits and proper dosing guidelines.
- Streamlined dispensary operations by efficiently managing inventory and maintaining accurate record-keeping systems.
- Contributed to increased sales revenue by promoting new products, special offers, and loyalty programs to customers.
Physical Therapy Aide
4 Months- Assisted physical therapists in implementing treatment plans for diverse patient populations.
- Prepared patients for therapy sessions by explaining procedures and aiding with exercises as directed by therapists.
- Prepared patients for therapy sessions by explaining procedures and aiding with exercises.
- Maintained cleanliness and organization of therapy equipment and treatment areas, ensuring optimal safety standards.
- Trained new aides on best practices for patient care, equipment handling, and adherence to safety protocols.
- Developed relationships with patients to foster trust and encourage adherence to prescribed rehabilitation programs.
- Assisted front desk by answering phones, scheduling appointments, filing documents and processing payments.
- Enhanced patient comfort and safety by setting up equipment, preparing treatment areas, and positioning patients as needed.
- Contributed to positive patient outcomes by closely monitoring progress and providing timely updates to supervising therapists.
- Streamlined clinic operations by maintaining a clean, organized environment and performing routine inventory checks on therapy supplies and equipment.
Customer Support Specialist
8 Months- Managed support tickets using CRM software to ensure timely resolution of client issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Trained new team members on best practices for customer engagement and technical troubleshooting.
- Developed knowledge base articles to assist customers in self-service support options.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Liaised with IT department to ensure reliable tech support for all facility operations.
- Served as a liaison between customers and tech support teams when needed.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
Education
Bachelor of Science - Speech-Language Pathology
- Completed rigorous coursework related to the anatomy and physiology of the head and neck, speech and language disorders, and phonetics.
Bachelor of Science - Deaf Studies
- Worked to learn and understand American Sign Language and successfully finished all Sign Language classes at TU
- Chose and self-directed my own internship and completed 92 of the required 90 hours
- Completed 20 hours of additional service hours in the Deaf Community
- Presented over 5 projects with a group and alone
- Learned about the differences in Deaf culture in class and through internship
- Adapted easily to different environments quickly
- Learned ASL in a total emersion setting
- Completed the ASLPI and received a score of 2
Skills
Crisis intervention
Behavior redirection
Client support
Behavioral support
Social skills development
Life skills
Positive reinforcement
Disability awareness
Clear communication
Active listening
Empathy and patience
De-escalation skills
Time management
Multitasking
Problem-solving
First aid certification
Certified in CPR/AED
Cultural awareness
Attentive to people
Housekeeping
HIPAA compliance
Emotional skills
Adaptability
Problem-solving
Languages
Americal Sign Language
Native or Bilingual
Interests
Crocheting
Baking
Music
Outdoor Recreation
Stand-up Paddleboarding (SUP)
I enjoy sketching and drawing
which helps improve my creativity and attention to detail.
Experimenting with different creative mediums
like digital art on procreate
painting
and music production
to expand skills and techniques.
Hiking
Exploring famous landmarks
historical sites
and cultural attractions in a new destination.
Gardening
Cooking
Growing herbs
vegetables
or fruits in home gardens.
Personal Development and Self-Improvement
Timeline
Direct Support Professional
The Arc of Central Chesapeake
06.2024 - Current
Disensary Technician
Verilife
01.2020 - 06.2024
Physical Therapy Aide
Amber Hill Physical Therapy
09.2019 - 01.2020
Customer Support Specialist
Realty Tools, Inc.
09.2018 - 05.2019
Towson Univeristy
Bachelor of Science from Speech-Language Pathology
Towson University
Bachelor of Science from Deaf Studies