Stephanie Gonsalves
Norton ,MA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
PCA/HHA
Bette Mayer
Sharon, MA
08.2023 - 12.2025
- Maintained accurate records of client care services provided on a daily basis.
- Answered questions from family members regarding patient's condition or care plan.
- Responded promptly to emergency situations according to established protocols.
- Educated families about proper nutrition for their loved ones in order to maintain good health.
- Assisted clients with daily living activities, promoting independence and enhancing quality of life.
- Provided compassionate companionship, fostering emotional well-being through active engagement and support.
- Monitored client health status, reporting changes to healthcare professionals for timely interventions.
- Developed personalized care plans in collaboration with families and healthcare providers to ensure tailored support.
- Trained new staff on best practices in patient care, ensuring adherence to safety protocols and procedures.
Remote Insurance
ABS Solutions
Falmouth, MA
05.2023 - 01.2024
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Provided excellent customer service to both internal and external stakeholders, addressing inquiries and resolving concerns promptly.
- Delivered exceptional customer service, addressing dietary restrictions and special requests in a timely manner.
- Increased customer satisfaction by providing timely and professional fleet management services.
- Improved customer satisfaction levels by creating service excellence standards and implementing customer-centric policies.
- Provided exceptional customer service through active listening skills when addressing concerns or answering questions about specific products or preparation methods.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
PCA
Tempus Unlimited
Stoughton, MA
01.2021 - 04.2023
- Communicated regularly with supervisors regarding any changes in client status or behavior that require attention.
- Answered questions from family members regarding patient's condition or care plan.
- Maintained accurate records of client care services provided on a daily basis.
- Responded promptly to emergency situations according to established protocols.
- Provided personal care assistance to elderly and disabled individuals in their homes, including bathing, dressing, grooming, transferring, toileting and feeding.
- Performed light housekeeping duties such as changing bed linens, doing laundry, washing dishes and vacuuming carpets.
Medical Assistant/Certified Dermatology Technician
South Coast Dermatology
Weymouth, Massachusetts
09.2013 - 05.2020
- Administered injections, medications and treatments as directed by the physician.
- Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Provided assistance to medical staff in performing minor surgical procedures.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
Afternoon Shift Leader
Dunkin Donuts
Stoughton, MA
01.2012 - 01.2013
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Adhered to all health code regulations while preparing food items for customers.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
Education
High School Diploma -
Medical Assisant - Healthcare
Porter And Chester Institution
Canton,ma07.2013
HHA/CNA - Healthcare
Catholic Charities
Brockton, MA03.2012
Skills
- Strong written and verbal skills
- Knowledge of HIPAA and OSHA regulations
- Excellent interpersonal skills
- Experience working with a diverse clientele
- Customer service skills
- Effectively multitask
- Follow up timely and accurately on tasks
- Using multi-line telephone systems
- Bedside manner
- Customer service
- Computer literacy
- Medical terminology
- Vital signs
- Skin assessment
- Teamworker
- Collaboration with physicians and medical staff
- Managing patient flow
- Maintaining accurate patient records and documentation
- Grooming and bathing
- General housekeeping
- Exercise therapy support
- Quick problem solver
- Documentation procedures expert
- Trained in catheter change and preparation
- Organized and gave medications for patients
- Assisted with mobility issues
- Certified CNA
- Certified HHA
Languages
Portuguese
Full Professional
Certification
HHA
Medical Assistant
Dermatology Tech
Timeline
PCA/HHA
Bette Mayer
08.2023 - 12.2025
Remote Insurance
ABS Solutions
05.2023 - 01.2024
PCA
Tempus Unlimited
01.2021 - 04.2023
Medical Assistant/Certified Dermatology Technician
South Coast Dermatology
09.2013 - 05.2020
Afternoon Shift Leader
Dunkin Donuts
01.2012 - 01.2013
High School Diploma -
Medical Assisant - Healthcare
Porter And Chester Institution
HHA/CNA - Healthcare
Catholic Charities