Silvienne Demosthene
North Miami Beach,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Certified Nursing Assistant
We Do It All Service
07.2021 - Current
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
Customer Service Representative
Mark Group
06.2018 - 03.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Tracked customer service cases and updated service software with customer information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Patient Care Coordinator
Boca Care
06.2012 - 06.2019
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Worked with patients to schedule tests and procedures.
- Delivered excellent patient experiences and direct care.
- Provided support and guidance to patients and families to navigate healthcare systems.
- Assisted patients with coordinating long-term care for chronic conditions to support and manage illnesses.
- Improved overall organization within the office by implementing electronic filing systems for patient records, reducing time-consuming paperwork processes.
- Worked closely with patients to deliver excellent and direct individualized patient care.
Education
Associate of Science - Early Childhood Education
Broward College
Fort Lauderdale, FL06.2026
Associate of Applied Science - Human Resources Management
University of Phoenix
Tempe, AZ06.2011
High School Diploma -
Atlantic High School
Delray Beach, FL05.2003
Skills
- Patient Care
- HIPAA Compliance
- Reliable team player
- Direct Patient Care
- Compassionate
- Performance Metrics
- Up-selling techniques
- Call Handling Techniques
Certification
- CNA - Certified Nurse Assistant
- CHHA - Certified Home Health Aide
Timeline
Certified Nursing Assistant
We Do It All Service
07.2021 - Current
Customer Service Representative
Mark Group
06.2018 - 03.2022
Patient Care Coordinator
Boca Care
06.2012 - 06.2019
Associate of Science - Early Childhood Education
Broward College
Associate of Applied Science - Human Resources Management
University of Phoenix
High School Diploma -
Atlantic High School
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