Shana Stevens
Houston
Summary
Dedicated Direct Care Worker with expertise in patient care, individualized support, and team collaboration. Committed to enhancing residents' well-being through active listening and compassionate assistance.
Reliable healthcare professional with a strong focus on patient safety and emotional support. Experienced in implementing care plans and collaborating with multidisciplinary teams to ensure optimal patient outcomes.
Experienced with providing personal care and support to individuals in need. Utilizes effective communication and empathetic approaches to enhance client well-being. Knowledge of best practices in patient care ensures consistently high-quality service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Direct Care Worker
Hogan Regional Center
05.2023 - 02.2025
- Assisted residents with daily living activities, promoting independence and enhancing quality of life.
- Implemented individualized care plans tailored to each resident's needs and preferences.
- Monitored resident behavior and reported changes to the healthcare team for timely interventions.
- Collaborated with multidisciplinary teams to ensure cohesive care delivery and optimal outcomes.
- Maintained accurate records of resident progress and incidents in compliance with regulatory standards.
- Participated in training sessions to enhance skills in patient care techniques and safety protocols.
- Supported recreational activities that encouraged social interaction and emotional well-being among residents.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
- Facilitated recreational activities for patients that promoted socialization, physical activity, and cognitive stimulation.
- Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
- Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Maintained clean, safe, and well-organized patient environment.
- Transported clients to medical and dental appointments to provide support.
- Completed regular check-ins and progress report for each client.
Patient Observer
Salem Hospital
10.2021 - 04.2023
- Trained new observers on protocols and best practices for patient monitoring.
- Provided emotional support to patients, enhancing their comfort and well-being during recovery.
- Identified potential safety hazards and communicated concerns to management promptly.
- Promoted a calm atmosphere within the unit through professional demeanor, conflict resolution skills, and active listening techniques when interacting with patients or family members.
- Enhanced patient comfort by providing compassionate and attentive care during observation periods.
- Continuously updated knowledge of best practices in patient observation through ongoing professional development opportunities.
- Improved patient safety by vigilantly monitoring their condition, promptly reporting changes or concerns to the appropriate healthcare professionals.
- Took and recorded patients' vital signs, documenting in medical charts.
- Answered patient inquiries and provided information about healthcare services.
- Assisted in maintaining a safe and clean environment for patients.
- Monitored patient behavior and reported significant changes to nursing staff.
- Documented patient interactions and observations accurately in electronic health records.
Patient Observer
Rsiginc
02.2021 - 09.2021
- Monitored patient behavior and reported significant changes to nursing staff.
- Assisted in maintaining a safe and clean environment for patients.
- Documented patient interactions and observations accurately in electronic health records.
- Collaborated with healthcare team to ensure comprehensive patient care plans were implemented.
- Supported patients'' physical needs, assisting with mobility and personal hygiene tasks as required.
- Assisted nursing staff with maintaining accurate patient records for timely communication of relevant information to medical teams.
- Conducted regular checks on equipment functionality to uphold operational standards in patient care areas.
- Developed strong rapport with patients, easing anxiety during observation periods and promoting trust in the healthcare team.
- Maintained a safe environment for both patients and staff by adhering to infection control protocols and hospital guidelines.
- Ensured proper hand-off communication between shifts, facilitating continuity of care for all observed patients throughout their stay at the facility.
- Reduced risk of falls or injuries by closely monitoring high-risk patients and implementing appropriate precautionary measures.
- Supported patients and family members, actively listening to concerns and offering compassionate care.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Disinfected tools, equipment and surfaces between patients.
- Monitored patient progress and reported changes to healthcare professionals.
Customer Service Representative
Conduent Call Center
08.2020 - 01.2021
- Delivered exceptional customer service by resolving inquiries and issues efficiently.
- Utilized CRM software to track customer interactions and enhance service quality.
- Collaborated with team members to streamline communication and improve response times.
- Trained new representatives on call handling procedures and company policies.
- Analyzed customer feedback to identify areas for service improvement and satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Front Desk Agent
Wind Creek Casino & Hotel
08.2017 - 12.2019
- Managed guest check-in and check-out processes, ensuring efficient service delivery.
- Resolved guest inquiries and complaints, enhancing customer satisfaction and loyalty.
- Coordinated room assignments and special requests to optimize guest experiences.
- Maintained accurate record-keeping for reservations and billing transactions.
- Trained new front desk staff on operational procedures and customer service standards.
- Collaborated with housekeeping and maintenance teams to ensure room readiness for guests.
- Monitored inventory of supplies and materials, streamlining procurement processes as needed.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Trained new staff members in customer service techniques and hotel operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
Customer Service Representative
Christian Book Distributors
03.2016 - 01.2017
- Implemented best practices for conflict resolution, enhancing overall customer experience.
- Mentored junior staff in effective problem-solving techniques and product knowledge.
- Developed training materials that improved onboarding efficiency for new hires.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Walmart
01.2014 - 01.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Team Member
Dunkin Dounts
04.2013 - 01.2014
- Provided exceptional customer service in fast-paced environment, ensuring satisfaction and repeat business.
- Operated coffee equipment and maintained cleanliness standards to enhance product quality and safety.
- Collaborated with team members to streamline order preparation processes, improving efficiency during peak hours.
- Assisted in training new employees on operational procedures and customer engagement techniques.
- Managed inventory levels, restocked supplies, and minimized waste through effective resource management.
- Developed positive relationships with regular customers, fostering loyalty and community engagement.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Resolved customer complaints promptly, enhancing overall store reputation and customer retention rates.
- Operated register to process payments and collect cash payment for order totals.
- Worked different stations to provide optimal coverage and meet production goals.
- Addressed and resolved customer complaints in polite and professional manner.
Education
High School Diploma -
Lynn Classical Highschool
Lynn, MAHigh School Diploma -
MedCerts
Livonia, MISkills
- Patient care
- Medication administration
- Reliability and punctuality
- Meal preparation
- Personal hygiene assistance
- CPR certified
- Progress documentation
- Care plan assessment
- First aid and safety
- Case management
- Behavioral management
- Mobility assistance
- Client documentation
- Physical therapy support
- Time management
- Relationship building
- Social skills development
- Appointment scheduling
- Direct patient care
- Recreational activities
- Goal setting
- ADL support
- HIPAA compliance
- Active listening
- Case documentation
- Verbal and written communication
- Positive reinforcement
- Direct care aide
- Light housekeeping
- Meal planning and preparation
- CPR/AED
Accomplishments
- Achieved [Sterile Technician Certificate] by completing the program with MedCerts Online with accuracy and efficiency.
- Achieved " Best Customer Service Associate of the Month'' by resolving customer's problems in a timely manner.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Monetary Transactions: Handled cash, checks, credit and automatic debit cards transaction with 100% accuracy.
- Earned highest marks for customer satisfaction company wide.
- CPR certificate
Certification
- DCA - Direct Care Aide
- Certified Sterile Technician, MedCerts
Languages
English
Full Professional
French
Professional Working
Timeline
Direct Care Worker
Hogan Regional Center
05.2023 - 02.2025
Patient Observer
Salem Hospital
10.2021 - 04.2023
Patient Observer
Rsiginc
02.2021 - 09.2021
Customer Service Representative
Conduent Call Center
08.2020 - 01.2021
Front Desk Agent
Wind Creek Casino & Hotel
08.2017 - 12.2019
Customer Service Representative
Christian Book Distributors
03.2016 - 01.2017
Customer Service Representative
Walmart
01.2014 - 01.2015
Team Member
Dunkin Dounts
04.2013 - 01.2014
High School Diploma -
Lynn Classical Highschool
High School Diploma -
MedCerts