Shakelia James

This was a volunteered position, I volunteered a minimum of 30 plus hours a week.

• Conducted research and analyzed data to provide detailed reports on various business topics.
• Handled confidential and sensitive information with discretion and tact.
• Updated spreadsheets and created presentations to support executives and boost team productivity.
• Screened calls and emails and responded accordingly to support executive correspondence.
• Handled incoming and outgoing mail, email and faxes.
• Answered high volume of phone calls and email inquiries.
• Facilitated training and onboarding for incoming office staff.
• Used advanced software to prepare documents, reports, and presentations.

• Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Monitored clients' progress and tracked client services to provide crisis interventions.
• Utilized trauma-informed approach to promote healing and empowerment for clients.
• Developed and implemented safety plans for clients at risk of harm to provide protection.
• Developed and maintained strong relationships with community resources for successful referrals.
• Administered assessments to identify clients' needs and establish treatment plans.
• Assess client readiness for case management services based on needs and ability and willingness to participate in program
• Create case plans for clients with short, medium, and long-term goals and the steps to achieve those goals
• Assist in developing savings and budget plans in preparation for eventual independent living, including the development of benefit enrollment applications
• Prepare case-related reports including outcomes, successes and challenges
• Assist in the development of basic standards for case management that are flexible and adaptable
• Establish and maintain collaborative working relationships with community resources
• Provide relevant referrals to agencies and service providers based upon the goals and objectives mutually agreed upon with the client
• Advocate for clients with agencies and service providers to minimize barriers to clients receiving needed services
• Follow up with referrals to ensure that clients receive and access necessary services in a timely manner

This is a telemarking company, I handled multiple tasks within 10 different companies such as complaints, compliments, and etc.

• Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
• Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the client’s expectations
• Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
• Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track and document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Achieve monthly individual and team based targeted performance goals
• Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned

• Interacted with patients and families while demonstrating high standards of performance, teamwork, and compassion.
• Administered medications and performed basic and advanced patient assessments.
• Maintained patient confidence and protected hospital by keeping information confidential.
• Monitored inventory levels of supplies, equipment, and reagents used and placed orders for replacements.
• Performed patient service duties by communicating directly with patients, answering questions, and assisting with concerns.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Scheduled daily and weekly care hours for client caseload.
• Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
• Transported clients to and from medical appointments with safety and efficiency.
• Laundered items, changed sheets and made bed to keep patients' bedroom clean.
• Cooked meals and assisted patients with eating tasks to support healthy nutrition.
• Monitored clients' overall health and well-being and noted significant changes.
• Maintained strong connections within caregiver community to gain continuous knowledge.
• Assisted with daily living activities, running errands, and household chores.
• Assisted physicians and nurses in performing diagnostic tests and procedures to identify accurate treatment for patients.

• Supported efficient meetings by organizing spaces and materials, documenting discussions, and distributing meeting notes.
• Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Processed customer orders accurately and within agreed timeframes to meet service standards.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Facilitated timely delivery of special projects to meet organizational and departmental objectives.
• Volunteered to help with special projects of varying degrees of complexity.

• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
• Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
• 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.
• Educated patients and family members on best home care practices for healing and recovery.
• Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
• Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
• Transported patients between rooms and appointments or testing locations.
• Responded to patient requests for supplies and personal comfort items such as extra blankets.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Handled customer inquiries and suggestions courteously and professionally.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.