Sheila Ross
Dallas,TX
Summary
Professional caregiver with solid experience providing compassionate and efficient in-home support. Skilled in medication management, personal care, and patient mobility, ensuring optimal comfort and safety. Strong collaborator, adaptable to changing needs, and consistently reliable in delivering high-quality care.
Experienced with providing compassionate care and support to clients. Utilizes effective communication and empathy to enhance patient comfort and trust. Knowledge of managing daily living activities, medication administration, and patient safety protocols.
Overview
18
18
years of professional experience
Work History
Home Health Aide
Morris Infinite Healhcare
06.2025 - Current
- Assisted clients with daily living activities, enhancing comfort and well-being.
- Monitored vital signs and reported changes to nursing staff promptly.
- Provided companionship and emotional support, fostering positive client relationships.
- Maintained cleanliness of living spaces, ensuring a safe environment for clients.
- Documented patient progress and care provided in compliance with healthcare standards.
Customer Service Representative
P F S Web Inc
12.2011 - 11.2015
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed multi-channel communication, including phone, email, and live chat support.
- Collaborated with team members to improve response times and service quality.
- Utilized CRM systems to track customer interactions and enhance service delivery.
- Coordinated with other departments to address complex issues and resolve escalations effectively.
- Answered 100+ inbound calls, emails and chats daily.
- Directed Customers to appropriate department when needed.
Customer Care Representative
Personalized Communications Inc
08.2007 - 09.2010
- Utilized CRM software to track customer interactions and ensure accurate documentation of service requests.
- Resolved customer inquiries and complaints efficiently through active listening and problem-solving techniques.
- Educated customers on product features and services to enhance user experience and satisfaction levels.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Documented and detailed calls and complaints using call center's CRM database.
Education
Computer Science
Mountain View College
Dallas,TexasCommunications
El Centro College
Dallas,Texas11-2027
High School Diploma -
Justin F Kimball High School
Dallas,Texas05-1985
Skills
- Patient care
- Meal preparation
- Personal hygiene assistance
- Feeding assistance
- Vital signs monitoring
- Housekeeping
- Light housekeeping
- First aid and safety
- Care plan management
- Mobility support
- Recording vital signs
- Medication organization
- Medication administration
Timeline
Home Health Aide
Morris Infinite Healhcare
06.2025 - Current
Customer Service Representative
P F S Web Inc
12.2011 - 11.2015
Customer Care Representative
Personalized Communications Inc
08.2007 - 09.2010
Computer Science
Mountain View College
Communications
El Centro College
High School Diploma -
Justin F Kimball High School