Trundy Ramsey
Winchester,KY
Summary
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.
Overview
5
5
years of professional experience
Work History
CSR
Pearl Interactive Network
Winchester , KY
08.2024 - Current
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
Community Living Support Aide
Impact Behavioral
Morehead, Kentucky
11.2022 - 07.2024
- Provided assistance with personal hygiene, including bathing and toileting.
- Assisted clients in developing communication skills, such as sign language or picture exchange systems.
- Helped individuals to develop independent living skills and self-advocacy techniques.
- Accompanied clients to medical appointments, recreational activities, and other community events.
- Developed individualized plans for each client based on their needs and goals.
- Monitored the health of clients by observing physical condition, moods, behaviors.
- Collaborated with family members to ensure a safe home environment for the client.
- Facilitated group sessions to help build socialization skills among peers.
- Taught basic life skills such as money management, grocery shopping, cooking.
- Encouraged positive behavior through praise and rewards while redirecting negative behavior appropriately.
- Provided transportation services to help clients access community resources or attend scheduled events.
- Maintained accurate records of progress notes related to client care.
- Communicated regularly with team members regarding client progress.
- Ensured compliance with all safety regulations in accordance with agency policies.
- Served as an advocate for clients in order to protect their rights and interests.
- Organized activities that promoted socialization and independence among participants.
- Responded promptly to emergency situations involving clients.
- Assessed changes in the physical or emotional well-being of clients on an ongoing basis.
- Provided support during crisis situations in order to de-escalate conflicts or challenging behaviors.
- Utilized appropriate methods for providing feedback about client performance or behavior modification strategies.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Built strong and trusting rapport with clients and loved ones.
- Contributed to case reviews of client status and progress.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Consulted with client care team to continually update care plans.
- Assisted clients with maintaining good personal hygiene.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Monitored health and well-being of clients and reported significant health changes.
- Drove clients to doctors' appointments and social outings.
- Maintained detailed records of services performed on clients.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
Personal Care Assistant
Kpi Therapy
Paris, KY
10.2020 - 11.2022
- Assisted clients with activities of daily living such as bathing, dressing, grooming and toileting.
- Provided companionship to elderly and disabled clients in their homes or other residential facilities.
- Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
- Accompanied clients to medical appointments and provided transportation services when necessary.
- Prepared meals according to dietary requirements and assisted in feeding when needed.
- Ensured safety of patients by monitoring environment and responding promptly to any emergency situations that may arise.
- Provided emotional support to clients by listening attentively and engaging them in meaningful conversations.
- Encouraged independence by helping clients develop self-care skills such as meal preparation or personal hygiene tasks.
- Researched community resources available for additional assistance or services if needed.
- Assessed changes in condition or behavior of the client which may require further medical attention.
- Reported any observed changes in mental status or physical condition to supervisor immediately.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Provided ongoing compassionate patient care for each client.
- Laundered clothing and bedding to prevent infection.
- Assisted with meal planning to meet nutritional plans.
- Coordinated doctor appointments, exercise, recreation, and family visits to maintain schedule.
- Completed scheduled patient check-ins and progress reports for clients.
- Met with various caregivers to promote continuous professional development and implement quality treatment strategies.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
- Supported bathing, dressing and personal care needs.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
- Conducted functional assessments, collected data, and implemented behavior plans based on assessments.
- Developed individualized treatment plans for each client that included goals and objectives.
- Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
- Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.
- Monitored client's progress towards identified goals through data collection and analysis.
Bowen Center
Skills Coach
Wabash, Indiana
10.2019 - 10.2020
- Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
- Conducted functional assessments, collected data, and implemented behavior plans based on assessments.
- Developed individualized treatment plans for each client that included goals and objectives.
- Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
- Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.
- Collaborated with families to provide support strategies for home-based interventions.
- Assisted in the development of communication systems using visual supports such as picture exchange systems.
- Engaged in professional development activities to stay abreast of current trends in the field of Applied Behavior Analysis.
- Facilitated group therapy sessions focused on teaching appropriate behavior modification techniques.
- Implemented evidence-based practices such as discrete trial teaching and natural environment teaching.
- Monitored client's progress towards identified goals through data collection and analysis.
- Observed clients during both structured and unstructured activities to identify potential areas for improvement or reinforcement.
- Facilitated social interactions between peers by providing verbal prompts or physical guidance when necessary.
- Encouraged positive behavior by providing rewards or praise for desired behaviors.
- Provided crisis management when needed by utilizing de-escalation techniques such as redirection or calming strategies.
- Participated in interdisciplinary team meetings to discuss client progress and plan next steps accordingly.
- Educated families about ABA principles so they can effectively implement them at home.
- Attended workshops and seminars related to Autism Spectrum Disorder and ABA best practices.
- Applied proven strategies to positively affect client behaviors.
- Collected and analyzed data and monitored progress and efficacy of individualized treatment plans.
- Understood autism spectrum disorder, associated behaviors and optimum treatments.
- Exercised confidentiality and discretion to maintain HIPAA requirements.
- Assisted with building life and social skills useful for everyday activities and interactions.
- Communicated with patients' family members to explain treatment process, answer questions and maintain relationships.
- Participated in continuing education and in-service training to advance skills.
- Planned and implemented individualized interventions as part of behavior treatment plans.
- Reviewed data and progress reports with management and specialists to strategize program improvements.
- Attended review, progress and clinical team meetings.
- Developed activity plans and instructional materials to assist with treatment.
- Completed daily client rounds and tracked client movements.
- Encouraged patients to develop interpersonal skills and engage in social interactions or other therapeutic activities.
- Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
- Assisted patients improve social relationships and engagement.
- Developed basic strategies to promote patient safety, wellness and independence.
- Restrained violent or suicidal patients using approved verbal or physical techniques.
- Cultivated relationships with patients, discussing ways to help improve overall health while alleviating self-harm practices.
- Influenced patients' behavior with interaction, counseling or instruction.
- Collaborated with doctors, psychologists or therapists in working with patient treatments.
- Led individual and group therapy supporting prescribed procedures.
Education
Associate of Arts -
Bluegrass Community And Technical College
Lexington, KYSkills
- Complaint Handling
- Call center experience
- CRM Software
- Inbound and Outbound Calling
- CPR Certified
- First aid and CPR certified
- CPR/AED
Timeline
CSR
Pearl Interactive Network
08.2024 - Current
Community Living Support Aide
Impact Behavioral
11.2022 - 07.2024
Personal Care Assistant
Kpi Therapy
10.2020 - 11.2022
Bowen Center
Skills Coach
10.2019 - 10.2020
Associate of Arts -
Bluegrass Community And Technical College