YANIKA CROSSE
Program Coordinator
Silver Spring,MD
Summary
The goal and interests are to find a job that inspires growth, and expansion into the mental health field to put the education in psychology to use. Extensive experience in administration and office procedural work. Highly proficient in patient-focused aid with demonstrated experience providing compassionate and comprehensive care. Demonstrated ability to provide emotional support to patients and families. Excellent reputation for conflict resolution, and customer advocacy.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
NURSING ASSISTANT
AMERICAN CAREGIVERS’ INC
Silver Spring, MD
01.2022 - Current
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, incontinence care and teeth brushing.
- Taking records of patient’s vital signs and weight
- Observe and report patient’s conditions, food and liquid intake and other behavior to supervisors
- Help patient with his mobility as patient is total care and requires wheelchair.
- Maintaining cleanliness of patient's room, living spaces and kitchen areas
- Meal preparation, and feeding patient on schedule
- Lift, transport and move patient using appropriate techniques and equipment.
- Following all safety and health regulations (including but not limited to maintaining personal vaccinations) education.
- Increased communication skills with patient who is TBI, and non verbal, with consistent attention to therapy.
CSR Customer Service Representative I
TTEC
Silver Spring, MD
07.2020 - 10.2021
- Maintain Detailed notes of assistance on accounts
- De-escalation of irate callers.
- Financial service advisement
- Providing excellent Customer care
- Directing calls based on customer needs
- Assisting with various account maintenance protocols
- Keeping detailed records
- Showing a thorough understanding and efficient assistance with account procedure laws and protocols
- Handling Very heavy call volumes within expected time frame
- Typing with precision and speed
- Protecting client information
- Educating clients on parameters and options for resolution with their accounts.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction, and filed appeals and grievances that advocated for the needs of customer in the event of fraud, employee misconduct,or misuse of client information.
OFFICE ASSISTANT
Financial Aid, Montgomery College, CT
Rockville, MD
01.2019 - 05.2020
- Data entry
- Form processing
- Handling incoming student calls
- Assistance with student affairs and charity work
- Notating student accounts
- Usage of Banner, and image now software
- Import and organizing incoming applications
- Organizing and filing
- Reception, and office upkeep
- Deescalate and Trouble shoot parent and student calls
- Update and maintain current company phone directory
- Completed clerical tasks such as filing, copying, and distributing mail.
- Delivered clerical support by handling range of routine and special requirements.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Collaborated with various departments to complete assigned tasks.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Input data into spreadsheets and databases.
Education
Associate of Science - Psychology / Biological Science ( Double Major)
Montgomery College
Rockville, MD 09.2018 - 09.2022
Skills
Computer literate
Companionship and emotional support
Medical Records Management
Direct Patient Care
Supporting personal needs
Tube feedings and medications familiarity
Conducting intakes
Documenting behaviors
Chronic disease management
Observing responses
Transporting patients
Responding to emergencies
Patient Management
Recording vital signs
Medical office administration
Accomplishments
- Operated cash register to receive payments from patrons
- Ordered, displayed, and maintained supplies
- Scheduled client appointments
- Skills
- Professional Skills
- Typing (10+ years)
- Office experience (7 years)
- Image processing (2 years)
- Data entry (2 years)
- Home care (1 year)
- Home Health Aid (10+ years)
- Computer skills (5 years)
- Assessments
- Customer Focus & Orientation — Highly Proficient
- Responding to customer situations with sensitivity
- Microsoft Office (word, Excel, PowerPoint, Suite, Outlook,
- Teams)
- Office Procedures
- Typing - 55wpm
- Image Now, and Banner
- Healthcare
- Communication Skills
- Organizational Skills
- Software Troubleshooting
- HIPPA
- Nursing/ Patient Care
- Recruiting
- Medical terminology
- Medical Billing
- Insurance verification
- Customer service
- Event Planning
- EMR systems
- Medical Records
- Driving
- Athena Heath
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
NURSING ASSISTANT
AMERICAN CAREGIVERS’ INC
01.2022 - Current
CSR Customer Service Representative I
TTEC
07.2020 - 10.2021
OFFICE ASSISTANT
Financial Aid, Montgomery College, CT
01.2019 - 05.2020
Associate of Science - Psychology / Biological Science ( Double Major)
Montgomery College
09.2018 - 09.2022