Tracie Leonard
Fuquay-Varina,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Home Health Aide
BAYADA
06.2023 - Current
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Utilized universal precautions and infection control principles in all aspects of care.
- Provided mobility assistance such as walking and regular exercising.
- Improved patient well-being by providing compassionate and attentive personal care.
- Transported clients for medical and personal outings.
- Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts minimizing injury risks.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Monitored changes in clients' conditions to report concerns to supervisor.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Passionate about learning and committed to continual improvement.
Home Health Aide
Visiting Angels
04.2022 - Current
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Utilized universal precautions and infection control principles in all aspects of care.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted with end-of-life care.
- Provided mobility assistance such as walking and regular exercising.
- Improved patient well-being by providing compassionate and attentive personal care.
- Supported families through difficult times by offering emotional support and education on important care tasks.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Transported clients for medical and personal outings.
- Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts minimizing injury risks.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Prevented pressure ulcers through frequent repositioning and regular skin assessments, maintaining patient comfort while reducing complications.
- Monitored changes in clients' conditions to report concerns to supervisor.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Administered medications in accordance with doctor's instructions.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
Customer Service Representative
AT&T
12.2020 - 03.2022
- Delivered prompt service to prioritize customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Representative
AT&T
- Delivered prompt service to prioritize customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Home Health Aide
Public Partnerships
10.2020 - 03.2022
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Utilized universal precautions and infection control principles in all aspects of care.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Provided mobility assistance such as walking and regular exercising.
- Improved patient well-being by providing compassionate and attentive personal care.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Transported clients for medical and personal outings.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Assisted disabled clients to support independence and well-being.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Researched and recommended community resources to meet clients' needs.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
Education
BBA - Healthcare Administration/ Project Management
American InterContinental University
Schaumburg, IL06.2010
Associate of Arts - Nursing
Lehigh Carbon Community College
Schnecksville, PA05.1995
Skills
- Care Plan Adherence
- Electronic Medical Record Software
- Heartsaver CPR AED (CPR AED)
- Diabetic Health Management
- CPR/AED
- Physical therapy support
- Daily Charting
- Bathing Assistance
- Decision-Making
- Medical Charting
- Medication Administration
- Administering Medications
- Activities of Daily Living (ADLs)
- Home Care Aide
- [State] Driver's License
- Geriatric Care
- Condition Assessment
- Patient Transport
- Vital signs monitoring
- Blood Glucose Monitoring
- Mobility support
- Appointment Scheduling
- Mental Health Support
- Personal Care Aide
- Dressing assistance
- Medication organization
- Meal Preparation
- Schedule Management
- Housekeeping
- Behavioral support
- Patient transportation
- Patient Advocacy
- Certified Nursing Assistant (CNA)
- Dementia Care
- Data Entry
- Special Needs Care
- Records Management
- Emergency Response
- Client documentation
- Patient Care
- Recording vital signs
- State regulations knowledge
- First aid and safety
- Elder Care
- Stroke Patient Care
- Healthcare Education
- Behavioral Management
- Care plan assessment
- Home Safety Assessments
- ADL support
- Care Plan Management
- Progress Documentation
- Medical Terminology
- Nutrition management
- Emotional Support and Companionship
- Chronic Pain Management
- Basic Housekeeping
- Family Support and Instruction
- Interpersonal Communication
- Disability Support
- Documentation And Reporting
- Hospice Care
- Heavy Lifting
- HIPAA Compliance
- Progress Monitoring
Affiliations
- I am affiliated with the Salvation Army and worked with them on many outreach projects, built relationships with Army members, and did community service projects.
Certification
- Certified Nursing Assistance - taking the written exam 2/29/24 and the skills test on 3/15/24.
Timeline
Home Health Aide
BAYADA
06.2023 - Current
Home Health Aide
Visiting Angels
04.2022 - Current
Customer Service Representative
AT&T
12.2020 - 03.2022
Home Health Aide
Public Partnerships
10.2020 - 03.2022
Customer Service Representative
AT&T
BBA - Healthcare Administration/ Project Management
American InterContinental University
Associate of Arts - Nursing
Lehigh Carbon Community College