Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shontia Ikerd

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

6
6
years of professional experience

Work History

Residential Instructor

The Learning Tree School
09.2023 - 12.2023
  • Enhanced resident satisfaction by implementing personalized care plans and addressing individual needs.
  • Improved communication among staff members by conducting regular meetings and fostering open dialogue.
  • Increased resident independence by developing tailored skill-building exercises and activities.
  • Promoted a safe and nurturing environment by maintaining clean living spaces and monitoring health conditions.
  • Maintained detailed records of residents'' progress, allowing for accurate evaluation and adjustment of care plans as needed.
  • Provided safe and compassionate assistance to those with Autism and other developmental conditions.

Customer Service Representative

Teleperformance
09.2022 - 09.2023
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.

Personal Care Aide

All Ways Caring Homecare
08.2021 - 09.2022
  • Improved client satisfaction by providing personalized care and attention to their specific needs.
  • Assisted clients with daily living activities for increased comfort and quality of life.
  • Developed strong relationships with clients and families, resulting in trust and effective communication.
  • Implemented individualized care plans, ensuring each client received the appropriate level of support.
  • Maintained a safe and clean environment for clients, reducing health risks and promoting overall wellbeing.
  • Collaborated with healthcare professionals to provide comprehensive care, addressing both physical and emotional needs.
  • Enhanced client mobility through assistance with transfers, ambulation, and exercises as prescribed by therapists.
  • Monitored vital signs regularly, keeping accurate records and reporting any concerns to healthcare providers promptly.
  • Managed medication administration according to prescribed schedules, ensuring proper dosage and adherence to instructions.

Direct Support Professional Caregiver

Exceptional Community Services
10.2017 - 09.2021
  • Enhanced client independence by providing personalized support and implementing individualized care plans.
  • Ensured a safe and comfortable living environment for clients through regular housekeeping tasks and proactive maintenance reporting.
  • Supported clients'' emotional well-being by building rapport, providing companionship, and actively listening to their concerns.
  • Promoted healthy lifestyles for clients by assisting with meal planning, grocery shopping, and preparing nutritious meals.
  • Managed medications for clients, ensuring proper dosages were taken on schedule and any side effects were promptly reported to healthcare professionals.
  • Maintained detailed documentation of client progress, daily activities, incidents, and relevant observations to ensure continuity of care across team members.
  • Improved client quality of life by providing assistance with daily living activities such as bathing, grooming, dressing, feeding, toileting assistance.
  • Developed crisis intervention strategies for challenging behaviors or situations in accordance with established guidelines while maintaining a calm demeanor under pressure.
  • Conducted ongoing assessments of client needs in order to adjust care plans accordingly or bring attention to potential issues requiring further evaluation from healthcare providers.
  • Participated in ongoing professional development opportunities to stay current on best practices within the field of direct support services.
  • Served as a knowledgeable advocate for clients during interactions with external agencies or service providers ensuring their rights, preferences, and needs were respected.
  • Complied with all applicable regulations, policies, and procedures related to the provision of direct support services for individuals with disabilities or other special needs.
  • Managed challenging situations with empathy, patience, and effective problem-solving skills leading to positive outcomes for both clients and team members.
  • Demonstrated flexibility in adapting to changing client needs or scheduling requirements while maintaining a high level of professionalism at all times.
  • Established trust-based relationships with clients by consistently demonstrating respect, empathy, reliability, and genuine concern for their wellbeing.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Transported individuals to events and activities, medical appointments, and shopping trips.

Grill Operator/ Server

Waffle House
04.2020 - 08.2021
  • Enhanced customer satisfaction by consistently preparing high-quality meals according to established recipes and guidelines.
  • Reduced food waste through diligent portion control and proper storage techniques.
  • Maintained a clean and sanitary workspace, ensuring compliance with health department regulations.
  • Collaborated with team members to ensure efficient service during peak hours, resulting in a positive dining experience for patrons.
  • Maximized grill performance through routine maintenance and cleaning procedures.
  • Minimized cross-contamination risks by implementing strict adherence to food safety protocols when handling raw ingredients.
  • Exhibited strong multitasking skills while managing multiple orders concurrently without compromising taste or presentation standards.
  • Provided support to crew members, facilitating quick food preparation and delivery.

Education

GED -

Kennedy-King College
Chicago, IL
04.2011

Skills

  • Complaint resolution
  • Call Management
  • Escalation management
  • Customer Relations
  • Data Entry
  • Information Security
  • Call Center Operations
  • Problem-solving abilities
  • Customer Service

Timeline

Residential Instructor

The Learning Tree School
09.2023 - 12.2023

Customer Service Representative

Teleperformance
09.2022 - 09.2023

Personal Care Aide

All Ways Caring Homecare
08.2021 - 09.2022

Grill Operator/ Server

Waffle House
04.2020 - 08.2021

Direct Support Professional Caregiver

Exceptional Community Services
10.2017 - 09.2021

GED -

Kennedy-King College

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Shontia Ikerd