Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tia Layne

Vancouver,WA

Summary

  • Over 24 (twenty four) years of experience in in Home Health Care, both caregiving and administrative with extensive experience in the following areas of focus: Assisting clients with Activities of Daily Living, maintain a healthy and safe living environment, assist clients in improving cognitive ability, assist clients with food preparation and service, medication management and administration, assist clients with transportation, processing and managing cases to qualify for home health care applying appropriate HIPPA policies and protocol
  • Unique Skill Set: Ability to quick develop and maintain positive working relationships, Known for identifying innovative ways to create solutions to improve health, Asking the right questions to professionally gain a full understanding of a client’s well-being and personal needs, Ability to verbally communicate well with people from all walks of life, Flexible and accommodating while physically working with clients and various types of people

Overview

25
25
years of professional experience

Work History

Customer Service Manager

All Ways Caring HomeCare
02.2022 - 10.2023
  • Provided exceptional customer service to ensure customer satisfaction.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Explained benefits, features and recommendations to maximize client retention.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Personal Caregiver (PCA)

All Ways Caring HomeCare
03.1999 - 02.2022
  • Help with daily activities such as transfers, ambulation, and bathing/dressing assistance
  • Assistance with any prosthesis as needed
  • Experience with a HOYER lift, both electrical and non-electric
  • Medication management and delivery
  • Ability to check vitals and blood sugar level monitoring
  • Knowledge and experience using a transfer board and gait belt
  • Preparing patient meals and feeding as needed with appropriate clean up
  • Develop a trusting relationship with the client to make them comfortable
  • Assistance with setting up medical appointments as needed
  • Professionally clean the residence and remove obstructions to maintain a safe environment
  • Knowledge and assistance with oxygen equipment and supplies.

Education

02.2022

High School Diploma -

Dimond High School
Anchorage, AK
05.1989

Skills

  • Quality Assurance
  • Complaint Resolution
  • Information Security
  • Audit Support
  • Account Management
  • Training and Mentoring
  • Schedule Management
  • Customer Relationship Management (CRM)
  • Staff Training
  • Training and Coaching
  • Employee Scheduling

Timeline

Customer Service Manager

All Ways Caring HomeCare
02.2022 - 10.2023

Personal Caregiver (PCA)

All Ways Caring HomeCare
03.1999 - 02.2022

High School Diploma -

Dimond High School

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Tia Layne