Summary
Overview
Work History
Education
Skills
Certification
ADDITIONAL INFORMATION
Timeline
Generic
TWON MACKEY

TWON MACKEY

Customer Service Specialist/ Health care Professional
TX

Summary

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Remote customer service professional with solid experience delivering high-quality support in virtual environment. Reliable team player known for adapting to changing needs and focusing on achieving results. Strong skills in communication, problem-solving, and time management, ensuring efficient and effective service. Employers value dependability, collaborative spirit, and consistent performance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Certified Nursing Assistant / CNA

Regent Care
03.2017 - 10.2024
  • Serves as a CNA: assist with daily living activities
  • Answered signal lights, bells or intercom systems to determine resident needs
  • Facilitated activities of daily living, personal hygiene management, feeding and ambulation
  • Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate
  • Observed and reported unusual symptoms and changes to charge nurse
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns

Job Coach Trainer

RT Employment Solutions
06.2022 - 11.2022
  • Assist individual(s) with disabilities, develop job-required skills; resume building; job searching; job training
  • Worked closely with lead trainers and recruiting department to choose qualified applicants for positions
  • Assisted senior staff in preparing course methods, organizing seminars and promoting presentations for trainees
  • Made recommendations to improve training based upon observations and feedback from trainees

Personal assistant

RT Employment Solutions
06.2022 - 07.2022
  • Pay roll; document organizing; documentation filing, Served as a CNA: assisted with daily living activities
  • Ran errands to help with daily tasks, enabling employer to focus on more pressing duties
  • Organized personal and professional calendars with reminders for upcoming meetings and events
  • Checked personal and professional activities to remind employer of priority tasks and deadlines
  • Performed various clerical tasks and organized office areas to promote productivity
  • Maintained clerical correspondence via email and phone

Contact Tracer/Case Investigator

MetaSource
12.2020 - 03.2021
  • Help trace/ investigate spread of Covid-19
  • Customer Service/ Call Center
  • Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes
  • Explained importance of contact tracing to prevent disease transmission and keep communities healthy
  • Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy
  • Maintained contact with Supervisor and assigned Texas officials to receive assignments and meet health department needs
  • Provided information to access financial assistance, legal aid or housing

Certified Nursing Assistant / CNA

Brightstar Care
10.2016 - 01.2018
  • Serves as a caregiver: assist with daily living activities
  • Companionship

Certified Nursing Assistant / CNA

Regency Village Care Center
07.2015 - 03.2017
  • Answered signal lights, bells or intercom systems to determine resident needs
  • Facilitated activities of daily living, personal hygiene management, feeding and ambulation
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness

CASHIER

Food Town Grocery Stores
07.2012 - 08.2014
  • Served as a cashier for2 years
  • Customer Service (up to200 people daily)
  • Operated cash register or POS system to receive payment by cash, check and credit card
  • Accepted cash and credit card payments, issued receipts and provided change
  • Answered customer questions and provided store information
  • Collected payments and provided accurate change
  • Delivered high level of customer service to patrons using active listening and engagement skills

Education

Associate of Science - undefined

SAN JACINTO COLLEGE SOUTH
Houston, TX
01.2018

High School Diploma - undefined

CLEAR BROOK HIGH SCHOOL
05.2014

Skills

  • Team Player
  • Willingness to Learn
  • Punctuality
  • Efficient and Detail-Oriented
  • Inbound and Outbound Calling
  • Problem-Solving Abilities
  • System Implementation
  • Courteous Demeanor
  • High-Energy Attitude
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Call Documentation
  • Transaction Processing
  • Building Customer Trust and Loyalty
  • Customer Service
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Typing speed
  • Phone etiquette
  • Goal oriented
  • Computer Navigating
  • Multi-task
  • Compassion

Certification

Certified Nursing Assistant (CNA) CNM - TX2014-05

ADDITIONAL INFORMATION

Authorized to work in the US for any employer

Timeline

Job Coach Trainer

RT Employment Solutions
06.2022 - 11.2022

Personal assistant

RT Employment Solutions
06.2022 - 07.2022

Contact Tracer/Case Investigator

MetaSource
12.2020 - 03.2021

Certified Nursing Assistant / CNA

Regent Care
03.2017 - 10.2024

Certified Nursing Assistant / CNA

Brightstar Care
10.2016 - 01.2018

Certified Nursing Assistant / CNA

Regency Village Care Center
07.2015 - 03.2017

CASHIER

Food Town Grocery Stores
07.2012 - 08.2014

Associate of Science - undefined

SAN JACINTO COLLEGE SOUTH

High School Diploma - undefined

CLEAR BROOK HIGH SCHOOL

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TWON MACKEYCustomer Service Specialist/ Health care Professional