Summary
Overview
Work History
Education
Skills
References
Functionalsummary
References
Timeline
Generic

SHANNON WILLIAMS

BOYNTON BEACH,FL

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Lead CNA

It Take A Village A Adult Daycare
West Palm Beach, FL
11.2022 - Current
  • Organized and facilitated social activities including arts and crafts, musical entertainment, and discussion groups
  • Managed the preparation of specialized meals and snacks for individuals with specific dietary needs.
  • Ensured the well-being of individuals by aiding in personal care tasks such as grooming, toilet hygiene, walking, and feeding
  • Coordinate staff schedules to optimize productivity, handled incoming calls and facilitated fax transmissions
  • Utilizing intervention and de-escalation techniques in various situations

Direct Care

Royal Paradise Group Home
08.2018 - Current
  • Cleaning rooms
  • assisting client with ADLs (Activities of Daily Living)
  • medication administration
  • behavior observation and support
  • maintaining record of client progress
  • assessing client to determine continuing needs
  • assistance in building client self-image and self-confidence.

Customer Service Representative

Teleperformance USA
Boca Raton, FL
09.2019 - 12.2020
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

ADT Lead Manager

MacTown Miami Achievement Center For The Developmentally Disabilities
04.2016 - 12.2019
  • Observed and documented behaviors, implemented goals, and administered medication to support client progress.
  • Provided guidance and support for team members in order to enhance their work performance and development.
  • Monitored performance of direct reports against established targets.
  • Identified opportunities for process improvement within the organization.
  • Assisted clients in boosting their self-esteem by providing guidance and feedback
  • Ensured punctual and safe commuting to appointments
  • Assisted with daily activities

Home Health Aide

Expicare Nursing
11.2017 - 08.2019
  • Demonstrated proficiency in executing light housekeeping tasks along with meal preparation and service.
  • Facilitated transportation arrangements for scheduled appointments while managing shopping errands efficiently.
  • Ensured proper medication adherence through reminders or direct administration support.
  • Assisted patients extensively in daily activities including bathing, dressing, and grooming.

Behavioral Health Tech

Banyan Treatment Center
Pompano Beach, FL
11.2014 - 11.2015
  • Assisted with various tasks for the department.
  • Ensured the well-being of individuals by implementing safety protocols.
  • Utilized procedure forms to accurately record client's details during intake process
  • Successfully provided transportation services for clients during group events or meetings
  • Recognizes and provides appropriate interventions in crisis situations.

Housing Manager/Case Manager Assistant

Millennium Treatment Group
Lake Worth, FL
09.2012 - 11.2014
  • Assist In Client Life And Employment Resources
  • Assist In Client Activities
  • Successfully oversaw housing management and drug testing/urinalysis processes.
  • Ensured safe and timely transportation of clients to their desired location
  • Optimized tasks related to handling phone communications, faxes, and file management

Education

Certified Nursing Assistant

Academy For Nursing And Health Occupations
West Palm Beach, FL
10-2023

High School Diploma -

Boynton Beach Community High School
Boynton Beach, FL
05-2005

Skills

  • Certified Behavioral Health Technician
  • Certified Home Health Aide
  • Ethics & Boundaries
  • HIPAA
  • Security Awareness
  • Deaf & Hard of Hearing Module I, II, III, IV
  • OSHA Bloodborne Pathogens
  • Basic Life Support
  • Basic First Aid
  • CBT 30 hrs
  • Understanding Domestic Violence

References

  • Rosa Victor, 561-672-5899
  • Tracy Chisolm, 561-670-5547
  • Lakeshia Clark, 561-634-6915
  • Micheal Holmes, 786-463-2993

Functionalsummary

Adaptable and a highly motivational individual with extensive knowledge and experience with a professional and team spirited attitude.

References

References available upon request.

Timeline

Lead CNA

It Take A Village A Adult Daycare
11.2022 - Current

Customer Service Representative

Teleperformance USA
09.2019 - 12.2020

Direct Care

Royal Paradise Group Home
08.2018 - Current

Home Health Aide

Expicare Nursing
11.2017 - 08.2019

ADT Lead Manager

MacTown Miami Achievement Center For The Developmentally Disabilities
04.2016 - 12.2019

Behavioral Health Tech

Banyan Treatment Center
11.2014 - 11.2015

Housing Manager/Case Manager Assistant

Millennium Treatment Group
09.2012 - 11.2014

Certified Nursing Assistant

Academy For Nursing And Health Occupations

High School Diploma -

Boynton Beach Community High School

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