Summary
Overview
Work History
Education
Skills
Timeline
RegisteredNurse

Tonia Walker

Goshen,IN

Summary

Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
12
years of professional experience

Work History

Client Care Manager

Visiting Angels Home Health Care
10.2021 - Current
  • Enhanced customer satisfaction by addressing and resolving client concerns efficiently and professionally.
  • Collaborated with cross-functional teams to develop comprehensive solutions for complex client issues.
  • Developed and maintained strong relationships with clients through regular communication and personalized attention.
  • Conducted thorough assessments of client needs, developing tailored action plans for optimal support.
  • Provided ongoing training and coaching to team members, fostering culture of continuous improvement in customer service.
  • Analyzed client feedback to identify areas for improvement and implemented necessary changes to enhance overall customer experience.
  • Drove customer loyalty by proactively offering tailored solutions based on each individual's unique circumstances.
  • Streamlined communication channels between clients and internal departments, resulting in faster issue resolution times.
  • Introduced key performance objectives and regularly tracked team progress, motivating employees to strive for excellence in their roles.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Developed new employees and on-going performance assessment of current employees.
  • Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
  • Developed and implemented training programs for staff.
  • Improved crew scheduling efficiency by streamlining communication and implementing new software tools.
  • Reduced scheduling errors by closely monitoring staff availability and proactively addressing potential conflicts.
  • Enhanced employee satisfaction with scheduling process through timely distribution of work assignments.
  • Increased on-time performance by regularly reviewing and adjusting staffing levels in response to operational needs.
  • Managed last-minute schedule changes, minimizing disruptions to both crew members and operations.
  • Developed strong relationships with crew members through regular communication regarding scheduling preferences and concerns.
  • Managed over 20 Clients

Senior Caregiver

Senior1Care
05.2021 - 10.2021
  • Enhanced patient comfort by providing compassionate and attentive care.
  • Assisted patients with daily living activities, ensuring their safety and wellbeing.
  • Developed strong rapport with patients and families, fostering trust and open communication.
  • Collaborated with healthcare team members to provide comprehensive care plans for each patient.
  • Assisted in maintaining clean and safe environment for patients, completing housekeeping tasks as needed.
  • Supported mobility needs of patients by assisting with transfers, ambulation, and positioning techniques.
  • Ensured timely reporting of changes in patient condition to supervising nurses or physicians for immediate intervention.
  • Educated family members on best practices for caregiving at home, enhancing continuity of care between professional services visits.
  • Utilized effective communication skills to address any concerns or questions from clients or their family members.
  • Offered companionship and kindness to elderly patients.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Worked with 2 Clients Daily
  • Improved patient health outcomes through diligent monitoring and timely intervention

Front Office Clerk

Manuel's Auction
06.2018 - 12.2020
  • Supported office operations by troubleshooting technical issues with computers, printers, and other equipment as needed.
  • Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
  • Created and maintained detailed records of all office activities.
  • Worked with 40+ Customers

Certified Nursing Assistant

Mountain Meadows Nursing And Rehabilitation
09.2019 - 10.2020
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Maintained clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Collaborated with nursing staff to create individualized care plans tailored to each patient's needs.
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
  • Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
  • Assisted nurses with wound care procedures ensuring proper healing processes took place.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Worked with 30+ Residents Daily

Certified Nursing Assistant

Private Duty Case
06.2018 - 05.2019
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Collaborated with nursing staff to create individualized care plans tailored to each patient's needs.
  • Built rapport with patients and families, providing emotional support during difficult times.
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Educated family members on caregiving techniques to better support their loved ones at home after discharge from facility.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Educated patients and family members on best home care practices for healing and recovery.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Developed strong relationships with crew members through regular communication regarding scheduling preferences and concerns.
  • Managed 3 Caregivers Daily

Certified Nursing Assistant/Crew Scheduler

Private Duty Case
06.2012 - 01.2018
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Maintained clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Educated patients and family members on best home care practices for healing and recovery.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Enhanced employee satisfaction with scheduling process through timely distribution of work assignments.
  • Managed 6 Caregivers Daily

Education

High School Diploma -

Sparta High School
Sparta, IL
05.1989

Skills

  • Client Needs Assessments
  • Written and Verbal Communication
  • Client Meetings
  • Interviewing Skills
  • Microsoft Office
  • Remote Office Availability
  • Supervision and Leadership
  • Friendly, Positive Attitude
  • Self-Directed
  • Good Telephone Etiquette
  • Analytical and Critical Thinking
  • Problem-Solving

Timeline

Client Care Manager

Visiting Angels Home Health Care
10.2021 - Current

Senior Caregiver

Senior1Care
05.2021 - 10.2021

Certified Nursing Assistant

Mountain Meadows Nursing And Rehabilitation
09.2019 - 10.2020

Front Office Clerk

Manuel's Auction
06.2018 - 12.2020

Certified Nursing Assistant

Private Duty Case
06.2018 - 05.2019

Certified Nursing Assistant/Crew Scheduler

Private Duty Case
06.2012 - 01.2018

High School Diploma -

Sparta High School

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Tonia Walker