Samantha Crawford
New Braunfels,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Excellent communication, problem-solving and organizational skills. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Mentor
PNC Financial Services Group
12.2021 - Current
- Mentor and coach to new hire consultants within Customer Care Center
- Provided in real time call support for new hires on phones with customers
- Provide content and training material to develop new hire knowledge of policies and procedures
- Provided coaching feedback on recorded calls to strengths and coach to opportunities
- Provided 1:1 coaching to mitigate risk violations
- Promoted to lead/single point of contact mentor
- Organized and created one notes for each new hire class
- Created coaching and training plans for each class supported
- Assisted with onboarding mentors with shadow training to teach systems and daily tasks/expectations of new hire mentors
- Served as role model for mentees by demonstrating strong values and ethical standards.
- Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
- Assisted mentees in developing self-confidence and positive self-image.
- Provided guidance on stress management and grounding techniques to reduce overwhelm.
- Assisted mentees in setting and achieving educational and career goals to encourage independence.
- Monitored behavior and reported any incidents to appropriate personnel.
- Regularly assessed progress and provided feedback to support continued development.
- Provided resources to support new hires in achieving performance goals.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
CSR - Customer Service Representative
PNC Financial Services Group
09.2020 - Current
- Assist with meeting customers financial needs via telephone
- Work with many different systems to access and service customer accounts
- Answer questions, perform account maintenance requests, and resolve customer inquiries through individualized customer service while in compliance with company regulations and standards
- Completed Online Banking training
- This included troubleshooting and maintenance requests to enroll or gain access to mobile and online banking features.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
CNA - Certified Nursing Assistant
Brookdale Senior Living
08.2019 - 08.2020
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Followed directions of licensed nurses to administer medications and treatments.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Facilitated personal hygiene management, feeding and ambulation.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
CNA - Certified Nursing Assistant
Home Again Senior Living Communities
09.2017 - 07.2019
- Followed directions of licensed nurses to administer medications and treatments.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Facilitated personal hygiene management, feeding and ambulation.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
CNA - Certified Nursing Assistant
Landmark charleston house
08.2015 - 09.2017
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Facilitated personal hygiene management, feeding and ambulation.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
CNA - Certified Nursing Assistant
Crossroads Care Center
06.2014 - 07.2015
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Facilitated personal hygiene management, feeding and ambulation.
- Helped patients complete range of motion exercises to prevent loss of function during care.
CNA - Certified Nursing Assistant
Clearview Communities
05.2012 - 05.2014
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Facilitated personal hygiene management, feeding and ambulation.
- Followed directions of licensed nurses to administer medications and treatments.
CNA - Certified Nursing Assistant
Arcadia Home Care and Staffing
09.2011 - 05.2012
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Facilitated personal hygiene management, feeding and ambulation.
Retail Sales Associate
Walmart
09.2011 - 05.2012
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Monitored customers for signs of security concerns and escalated issues to management.
- Prioritized helping customers over completing other routine tasks in store.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Education
Bachelor of Science - Business Administration And Management
Purdue University Global
Online 07.2027
High School Diploma -
Randolph High School
Randolph06.2011
Skills
- Effective Leadership
- Regulatory Compliance
- Support Service Delivery
- Teamwork and Collaboration
- Positive Reinforcement
- Interpersonal Communications
- Coaching and Mentoring Initiatives
- Listening Actively
- Post-Secondary Education
- Group and Individual Instruction
- Constructive Feedback
- Customer Support
- Empathetic Approach
Timeline
Mentor
PNC Financial Services Group
12.2021 - Current
CSR - Customer Service Representative
PNC Financial Services Group
09.2020 - Current
CNA - Certified Nursing Assistant
Brookdale Senior Living
08.2019 - 08.2020
CNA - Certified Nursing Assistant
Home Again Senior Living Communities
09.2017 - 07.2019
CNA - Certified Nursing Assistant
Landmark charleston house
08.2015 - 09.2017
CNA - Certified Nursing Assistant
Crossroads Care Center
06.2014 - 07.2015
CNA - Certified Nursing Assistant
Clearview Communities
05.2012 - 05.2014
CNA - Certified Nursing Assistant
Arcadia Home Care and Staffing
09.2011 - 05.2012
Retail Sales Associate
Walmart
09.2011 - 05.2012
Bachelor of Science - Business Administration And Management
Purdue University Global
High School Diploma -
Randolph High School
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