Shelley Gladden
Beltsville,MD
Summary
Compassionate and results-driven Customer Service Specialist with 3+ years of experience in high-volume call centers and remote support environments. Proven ability to resolve complex customer inquiries with empathy, patience, and professionalism. Adept at handling post-purchase concerns, order tracking, returns, and de-escalating escalated situations while maintaining customer satisfaction. Skilled in using CRM tools and committed to providing timely, solutions-focused service. Thrives in fast-paced settings with a calm and positive demeanor. Willing to relocate: Anywhere
Overview
18
18
years of professional experience
Work History
FT Home Health Aide
Right At Home
09.2023 - 04.2025
- Provided compassionate personal care, assisting clients with daily living activities and ensuring comfort and safety.
- Monitored client vital signs, reporting significant changes to healthcare professionals promptly for necessary adjustments.
- Developed individualized care plans in collaboration with families to meet specific client needs and preferences.
- Trained new aides on best practices for patient care, enhancing team performance and service quality.
- Implemented efficient scheduling processes, improving service delivery while accommodating client needs effectively.
- Conducted regular assessments of client conditions, adjusting care approaches based on evolving health requirements.
- Fostered strong relationships with clients and families, promoting trust and open communication throughout caregiving process.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
PT MSW Social Work Intern
Prince George's County Public Schools, Infant and Toddlers Program
03.2023 - 05.2023
- Attended department meetings and trainings
- Documented client information
- Engaged with clients and shadow assessment sessions with children and their families.
- Completed IFSP documents
- Completed eLearning courses through the VA Department of Behavioral Health and Developmental Services- Courses included Social Emotional Development of Young Children, Child Development, and Writing Functional IFSP Outcomes and Goals.
- Assisted in developing individualized family service plans for children with developmental delays.
- Provided support during home visits, fostering positive relationships with families and caregivers.
- Documented observations and progress notes to ensure accurate case management records.
- Educated families on resources available through community programs and services.
PT MSW Social Work Intern
Virtual Walden University PsychEd Solutions Community Mental Health Center
02.2022 - 08.2022
- Performed assessments evaluations, and intakes with different clients.
- Completed biopsychosocial reports.
- Gathered information for other clinicians.
- Contacted clients to determine approval for agency services.
- Completed different projects as assigned by the Field Supervisor.
- Recorded internships hours for Walden University Field Office.
- Hosted DUI group meetings virtually for court-ordered participants.
- Participated in training sessions to enhance knowledge of early childhood interventions and best practices.
- Collaborated with multidisciplinary teams to assess and address client needs effectively.
PT Home Health Aide/Personal Care Aide
BAYADA Home Health Care
06.2019 - 07.2022
- Checked vital signs- temperature, pulse rate etc. under the supervision of a health care practitioner such as a registered nurse (RN).
- Administered prescriptive medicine and assisted with prescribed exercises.
- Helped clients in their daily personal tasks, such as bathing or dressing.
- Performed light housekeeping, such as doing laundry, washing dishes, and vacuuming in a client's home.
- Assisted clients with medical equipment, such as ventilators, Hoyer lifts and wheelchairs.
- Provided companionship.
- Ensured that required documentation was completed and was in compliance with regulations and standards.
- Communicated with clients and families regarding care.
PT Caregiver/Personal Assistant
Visiting Angels
11.2017 - 02.2019
- Assisted with bathing and grooming clients.
- Provided wheelchair and transfer assistance.
- Prepared meals and companion care.
- Assisted with other activities of daily living as needed.
- Assisted with medication management, ensuring adherence to prescribed schedules and safety protocols.
- Provided compassionate support to clients in daily living activities, enhancing overall well-being.
PT Customer Care Specialist/Dog Walker & Sitter
Becky's Pet Care, Inc
04.2014 - 01.2017
- Answered calls in a call center environment.
- Handled customer inquiries and processed payments for dog care services.
- Walked client's dogs during designated visits.
- Fed and provided fresh water to dogs and cats.
- Provided primary care of the animals during visit timeframes.
- Cleaned up after animals.
- Made sure the animals were in good health.
- Administered medication (Sub Q fluids, pills, insulin, inhaler) to pets as needed.
- Assisted with other duties as assigned, such as answering phone calls and scheduling dog walking and sitting service appointments at company offices in Alexandria and Woodbridge VA.
- Transported pets to animal hospitals for routine and/or emergency visits.
Customer Service Representative
Prince William County Government
09.2011 - 04.2014
- Finance Department Taxpayer Services Call Center - In a high volume call center:
- Handled 80+ calls from the general public regarding real estate, personal property and business taxes.
- Assisted with issues regarding tax accounts.
- Removed DMV stops on accounts.
- Adjusted bills and confirmed adjustments with DMV database.
- Transferred calls to the Collections Department.
- Updated accounts after payments made.
- Made referrals to tax enforcement department concerning past due accounts. Assisted callers with other issues.
- Resolved issues on the first call in 90% of cases by actively listening, identifying root causes, and delivering fast, effective solutions.
- Maintained a 98% customer satisfaction score through empathetic communication and professional demeanor during high-stress situations.
- Provided exceptional service, ensuring compliance with company policies and procedures.
FT Administrative Assistant/Dispatcher
Fairfax County Government Housing Department
09.2007 - 09.2011
- Answer repair requests from Section 8 housing residents for technicians.
- Relay repair requests to technicians by dispatching and calling.
- Communicate with coworkers and technicians and residents regarding repair requests and any issues.
- Resolved repair disputes.
- Managed customer inquiries through phone and email, ensuring prompt resolution of issues.
- Coordinated with multiple departments to resolve complex customer issues effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Diploma - Medical Billing & Coding
Stratford Career Institute
06.2025
Diploma - Medical Assisting/Billing/Coding
Ashworth College
06.2025
Master's - Social Work
Walden University
Minneapolis, MN05.2023
Bachelor of Business Administration - Business Administration
Marymount University
Arlington, VA05.1993
Skills
- Customer service (10 years)
- Answering Phones (10 years)
- Front desk (10 years)
- Computer skills (10 years)
- Learning Technology (10 years)
- Administrative experience (10 years)
- Communication skills (10 years)
- Patient care
- Care plan management
- Client documentation
- Documentation
- Recording vital signs
- Behavioral support
- Home safety assessments
- Medication organization
- Care plan adherence
- Medication administration
- Patient advocacy
Timeline
FT Home Health Aide
Right At Home
09.2023 - 04.2025
PT MSW Social Work Intern
Prince George's County Public Schools, Infant and Toddlers Program
03.2023 - 05.2023
PT MSW Social Work Intern
Virtual Walden University PsychEd Solutions Community Mental Health Center
02.2022 - 08.2022
PT Home Health Aide/Personal Care Aide
BAYADA Home Health Care
06.2019 - 07.2022
PT Caregiver/Personal Assistant
Visiting Angels
11.2017 - 02.2019
PT Customer Care Specialist/Dog Walker & Sitter
Becky's Pet Care, Inc
04.2014 - 01.2017
Customer Service Representative
Prince William County Government
09.2011 - 04.2014
FT Administrative Assistant/Dispatcher
Fairfax County Government Housing Department
09.2007 - 09.2011
Diploma - Medical Assisting/Billing/Coding
Ashworth College
Master's - Social Work
Walden University
Bachelor of Business Administration - Business Administration
Marymount University
Diploma - Medical Billing & Coding
Stratford Career Institute
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