Amy Roberts
Albuquerque,NM
Summary
Skilled in compassionate caregiving and behavioral management, I excel in creating positive outcomes in high-stress environments. At Casa Angelica, I significantly enhanced client well-being and safety, demonstrating adeptness in client support and crisis intervention. My proactive approach and ability to connect with diverse clients have consistently improved satisfaction and fostered positive change. Results-driven support professional prepared for impactful roles in direct care environments. Proven ability to enhance clients' quality of life through tailored support and effective daily management. Known for strong collaboration and adaptability, ensuring seamless team operations and consistent quality outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Casa Angelica
Albuquerque, NM
03.2022 - 07.2024
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- 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.
Customer Service Representative
7/eleven, Delek
Albuquerque, NM
02.2020 - 04.2023
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Elderly Caregiver
Ambercare Hospice
Albuquerque, NM
08.2014 - 01.2020
- Offered companionship and kindness to elderly patients.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with personal hygiene tasks such as bathing, grooming, dressing, feeding, toileting giving attention to detail.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients in maintaining a safe and clean living environment, promoting health and wellbeing.
- Provided emotional support to seniors, fostering positive relationships and enhancing their overall mental health.
- Enhanced elderly residents'' quality of life by providing compassionate care and assistance with daily activities.
Melieu Counseler
Desert Hills
Albuquerque, NM
06.2008 - 03.2012
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective c
- Guided clients in developing skills and strategies for dealing with problems.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- helped create and maintain structure with children ages from 4 to 18 with with mental difficulties such as autism.
Education
Associate of Applied Science - Health And Wellness
TVI-Technical Vocational Institute, Now CNM
Albuquerque, NM05.1997
Skills
First aid and safety
Behavior redirection
Client Support
Compassionate Caregiving
Medication Administration
Behavioral Management
Client documentation
Decision-making support
Certification
- CPCT/A - Patient Care Technician/Assistant
- PCA - Personal Care Aide
- CPR, BLS, First aide
- HIPPA
Reading, drawing and crocheting
I enjoy being creative and taking my time making a beautiful blanket, drawing something i feel in my heart and reading a novel that inspires me, makes me laugh and expands my horizones.
Timeline
Direct Support Professional
Casa Angelica
03.2022 - 07.2024
Customer Service Representative
7/eleven, Delek
02.2020 - 04.2023
Elderly Caregiver
Ambercare Hospice
08.2014 - 01.2020
Melieu Counseler
Desert Hills
06.2008 - 03.2012
Associate of Applied Science - Health And Wellness
TVI-Technical Vocational Institute, Now CNM