Santana Poore
Bluefield
Summary
Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety and wellness while serving patients of all backgrounds.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Call Representative
DISH
Bluefield
01.2025 - Current
- Handled a high volume of inbound customer calls, averaging XX calls per day
- Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
- Utilized CRM software to accurately document customer interactions and update account information
- Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
- Collaborated with cross-functional teams to resolve complex customer issues requiring input from multiple departments
- Maintained a positive attitude during challenging interactions with upset or irate customers, deescalating situations effectively
- Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers
CNA
Mercer Nursing Home
Bluefield
06.2024 - 12.2024
- Provided compassionate personal care to residents, enhancing their quality of life and ensuring comfort and safety.
- Assisted nursing staff with daily medical tasks, contributing to efficient patient care and maintaining compliance with health standards.
- Monitored vital signs and reported changes to the nursing team, ensuring timely interventions and continuity of care for residents.
- Maintained a clean and safe environment, following infection control protocols to minimize risks and promote resident well-being.
- Documented patient progress and care activities accurately in electronic health records, enhancing communication among healthcare providers and ensuring compliance.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Answered patient call lights promptly and responded to requests appropriately.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
DSP
Linx
Bluefield
12.2023 - 06.2024
- Assisted clients with maintaining good personal hygiene.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Built strong and trusting rapport with clients and loved ones.
- Monitored health and well-being of clients and reported significant health changes.
- Recorded client status progress and challenges in logbooks and reports.
- Maintained detailed records of services performed on clients.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
Patient Care Technician
Princeton Community Hospital
Princeton
02.2023 - 12.2023
- Provided direct patient care by assisting with daily living activities, ensuring comfort and safety for all patients.
- Monitored vital signs and reported changes to nursing staff, contributing to timely interventions for patient health.
- Assisted in maintaining a clean and organized environment, promoting infection control protocols and patient safety.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Provided direct patient care and assistance to healthcare team members.
- Conducted safety rounds regularly to ensure safe environment for patients.
- Responded quickly in emergency situations by providing appropriate first aid measures.
Certified Nurse Assistant
Princeton HealthCare Center
09.2022 - 02.2023
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- 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.
- 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.
Secretary
Ace Appliance Repair
Princeton
03.2022 - 08.2022
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Assistant Manager
Gino's Pizza & Spaghetti House
Bluefield
08.2019 - 06.2020
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Education
High School Diploma -
Montcalm High School
Rock, WVSkills
- Customer service
- Merchandising
- Patient service
- Data entry
- Maintaining patient confidentiality
- Productivity software
- Team management
- Retail sales
- Supervising experience
- Organizational skills
- Multitasking
- Nursing Assessment
- Complaint handling
- Medical terminology
- Acute care
- Vital Assessments
- Typing
- Basic math
- Conflict management
- Nursing Assistance
- Management
- Communication skills
- Inventory control
- Epic
- Health information management
- Patient care
- Computer skills
- Long term care
- Medical records
- Phone call management
- Cash register
- POS
- Phone etiquette
- Sales
- Cash handling
- Time management
- Bathing and Dressing
- EMR systems
- Microsoft Powerpoint
- Office experience
- Inpatient Care
- Assistant manager experience
- Product demos
- Greeting customers
- Leadership
- Attention to detail
- Microsoft Word
- Patient monitoring
- Phone answering
- Windows
- Experience with individuals with mental health conditions
- Medical scheduling
- Shift management
- Dementia and Alzheimer's Knowledge
- Monitor Vitals
- Vital signs
- Clear language communication
- Store management
- Documentation review
- Sales management
- Medical office experience
- HIPAA
- Medical software
- Care plans
- Microsoft Excel
- Grooming and Bathing Assistance
- Microsoft Outlook
- Experience administering injections
- Writing skills
- Appointment scheduling
- Front desk
Certification
- CNA
- Driver's License
- BLS Certification
- CPR Certification
- Certified Home Health Aide
- Certified Medication Aide
- First Aid Certification
- AMAP
- AED Certification
- State Tested Nursing Assistant
Timeline
Customer Call Representative
DISH
01.2025 - Current
CNA
Mercer Nursing Home
06.2024 - 12.2024
DSP
Linx
12.2023 - 06.2024
Patient Care Technician
Princeton Community Hospital
02.2023 - 12.2023
Certified Nurse Assistant
Princeton HealthCare Center
09.2022 - 02.2023
Secretary
Ace Appliance Repair
03.2022 - 08.2022
Assistant Manager
Gino's Pizza & Spaghetti House
08.2019 - 06.2020
High School Diploma -
Montcalm High School