Shaneque Willis
Minneapolis,MN
Summary
Cheerful call center rep. with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Productive Call Center Representative with 10 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
6
6
years of professional experience
Work History
CNA
Hennepin county hospital
Minneapolis, MN
08.2023 - 09.2024
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Monitored food intake and output as directed by nursing staff.
CNA
North Ridge Care Center
New Hope, MN
01.2022 - 07.2023
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Answered patient call lights promptly and responded to requests appropriately.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
Direct Support Professional/Lead
Sunlight Services
St Paul, MN
07.2020 - 10.2021
- Maintained clean and well-organized environment for client happiness and safety.
- Transported clients to doctor's appointments and errands.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Tracked and reported clients' progress based on observations and conversations.
- Followed care plan and directions to administer medications.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Documented current patient information to update vital signs, behaviors and eating habits.
- Built strong and trusting rapport with clients and loved ones.
- Prepared food and helped patients eat to support healthy nutrition.
Home Health Aide
Mary t
Bloomington , MN
08.2018 - 06.2021
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Provided companionship and monitored health condition of clients.
- Transported clients to doctor appointments and social events.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Monitored vital signs such as temperature, pulse rate, blood pressure .
Education
High School Diploma -
Mts High School
Minneapolis, MN2010
Skills
- Client documentation
- Healthcare
- Case management experience
- Crisis Management
- Compassionate client care
- Knowledge of state regulations
- Call center operations
- Call controlling
- Inbound phone call management
- Customer communications
- Resolving issues
- Professional telephone voice
Timeline
CNA
Hennepin county hospital
08.2023 - 09.2024
CNA
North Ridge Care Center
01.2022 - 07.2023
Direct Support Professional/Lead
Sunlight Services
07.2020 - 10.2021
Home Health Aide
Mary t
08.2018 - 06.2021
High School Diploma -
Mts High School