Shanetta Brown
Mirimar,Fl
Summary
Proven healthcare professional with a strong background in patient care and customer service, as evidenced by a successful tenure at Directv Corp, where I significantly enhanced customer satisfaction. Skilled in multitasking, organization, and basic nursing care, I excel in fast-paced environments, ensuring both patient and client needs are met with efficiency and compassion.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Rep
Directv Corp
01.2020 - Current
- Assist customers with services and accounts
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers about new products.
- Provided accurate information about products and services to customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
CNA
Jackson Memorial Perdue Medical Center
01.2017 - 01.2020
- Taking vital signs and monitoring blood glucose
- Assist with daily living activities
- Supervised assigned staff, developed action plans, and provided lead direction to assigned caregivers.
- Established work assignments, and evaluated employee performance
- Resolved staff issues, make hiring and/or termination decisions/ recommendations with executive director
- Provide effective customer service and maintained confidential information, files and records
- Work alongside with director of nursing for patient assessments
- Prepare and train med-techs for pharmacy and state audits
- Meet with hospice staff to recruit patients and or residents for hospice
- Work alongside with hospice patients and nurses implementing and continuing care
- Provided hands-on care to patients, but primarily oversaw patient care provided by shift nurses.
- Ensured that there were sufficient nurses assigned to each shift to care for the number and type of patients on the floor.
- Ensured appropriate and comprehensive care was given to each patient, and that staff-patient interactions are handled the right way
- Interacted directly with a patient's family members to answer their questions and ease their concerns
Nursing Support
Golden Crest Assisting Living Community
01.2014 - 01.2017
- Provided support to nursing staff by delivering specimens or laboratory tests to designated locations.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Helped residents walk with or without self-help devices.
- Monitored vital signs such as pulse rate, respiration rate, and blood pressure.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
Patient Care Technician
Governors Glen Assisted Living Facility
01.2012 - 01.2014
- Organized supplies in order to maintain adequate stock levels throughout shift.
- Assisted with patient admissions, discharges and transfers.
- Provided emotional support to patients and their families during difficult times.
- Administered prescribed medications under the supervision of a Registered Nurse.
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
- Responded to bell or light signal calls to assist patients with needs.
Education
GED -
North Miami
Florida04-2015
Patient Care Technician - Diploma
Everest Institute
08-2011
CERTFIED NURSING ASSISTANT -
Everest Institute
01-2010
Associate of Science - Nursing
Broward College
Fort Lauderdale, FLSkills
- Types 40 wpm
- Microsoft Office/Secretarial duties
- Microsoft PowerPoint
- Researching
- Filing
- Problem-solving
- Multitasking and organization
- Infection prevention
- Basic nursing care
- ADL support
- Basic life support
- Healthcare expertise
Certification
- CNA (Georgia Certified Nursing Assistant)
- CNA (Florida Certified Nursing Assistant)
- Patient Care Technician (Diploma)
References
- Norwu Wesson, Director of Nursing, Jackson Memorial Perdue Medical Center, (703) 593-4732
- Deborah Harvey, Assistant Director Of Nursing, Jackson Memorial Medical Center, (313) 682-4288
- Laronda Whitus, Patient Care Assistant, Memorial West, 754-232-8748
- Assanti Mchgahee, Personal Friend, 305-206-8767
References
References available upon request.
Timeline
Customer Service Rep
Directv Corp
01.2020 - Current
CNA
Jackson Memorial Perdue Medical Center
01.2017 - 01.2020
Nursing Support
Golden Crest Assisting Living Community
01.2014 - 01.2017
Patient Care Technician
Governors Glen Assisted Living Facility
01.2012 - 01.2014
GED -
North Miami
Patient Care Technician - Diploma
Everest Institute
CERTFIED NURSING ASSISTANT -
Everest Institute
Associate of Science - Nursing
Broward College