Customer Service Registered Nurse

MONICA SHERMAN, MSN

*** **** ***, ********, ** **830 Phone: 419-***-****

**********@*****.***

Experienced nursing education professional with objective of promoting the preparation of a nursing workforce that contributes to healthcare quality and safety.

JUNE 2016 – MARCH 2018

OPERATIONS COACH, Lowe’s Distribution

Accountable for supervising a high performing team responsible for handling product safely, efficiently and effectively as it moves through the facility.

•Responsible for the motivation, training, and leadership of a distribution center work team

•Assisted in developing and executing daily operational plans to meet and exceed customer service requirements, while maximizing the quality, safety, and productivity of the receiving department

•Monitored the productivity and accuracy of team members

•Ensured all team members have specific responsibilities and there is an equitable distribution of workload while monitoring performance

• Coached and trained team members to ensure competence, as well as, prepare them for future opportunities

•Ensured all safety rules and procedures are followed, assigned equipment and work areas are neat, clean and well organized and all Lowe’s policies and procedures are implemented and followed

•Provided constructive feedback and administered corrective actions when needed

OCTOBER 2014– JUNE 2016

PERFORMANCE INSTRUCTOR, Lowe’s Distribution

Acted as primary functional area trainer in multiple departments

•Establish rapport, build relationships, and train/mentor team members

•Promote safety in the work environment; ensure all team members comprehend and follow safe practices

•Monitor team member performance; identify and assist with areas in need of improvement

•Complete coaching sessions and safety observations and provide feedback

•Worked with engineering to update and design the Receiving Vehicle Worksheet

•Lead/Coordinator in the implementation of Nestaflex Receiving and a new process for loading shipping trailers

•Assist the coaches as needed including running a receiving dock/shipping quad, certifying team members on powered equipment, adjusting staffing and assignments to accomodate changing workflow and prioritizing work based on current demand

OCTOBER 2013 – OCTOBER 2014

TEAM MEMBER, Lowe’s Distribution

Responsible for receiving, processing, stocking, selecting, moving and loading product through the facility in preparation for shipment to the Lowe’s Retail Store

•Certified on Power Equipment

•On the job trainer-trained and mentored new team members in learning best methods of the job while promoting safety

AUGUST 2011 – MAY 2012

CLINICAL INSTRUCTOR, Owens State Community College

Supervised and facilitated the learning experience of professional nursing students in a hospital setting

•Responsible for groups of 5-6 students in their first semester

•Demonstrated and taught patient care

•Incorporate a variety of teaching and learning methods in order to consider the educational needs of the diverse learner

•Evaluated progress upon completion of the semester for recommendation of pass/fail criteria

JUNE 2006 – MAY 2012

REGISTERED NURSE, Promedica Fostoria Community Hospital

Staff Nurse -Medical/Surgical and ICU; Cross-trained in Nursery and as Clinical Coordinator

•Proficient in ACLS, PALS, ventilator care, neonatal resuscitation, computerized charting and caring for acutely ill patients in the ICU

•Cross trained and back filled in Outpatient Oncology

•Certified Preceptor

•Performance Enhancement Program (PEP) Member – Gold Receipt for going “above and beyond”

•Family and Patient Experience Team Co-Chair – solicited direct feedback from patients and families on hospital experience and facilitated changes for overall improved experience and customer service

•Nursing Research Council Member –Reviewed current evidence-based practice and conducted continuing education update meetings to ensure proper implementation

•Received the Catch a Star Award for superior customer service

JUNE 2002 – MARCH 2006

REGISTERED NURSE, Toledo Hospital

Staff Nurse – Medical/Surgical and Oncology Unit

•Proficient in telemetry, BLS, central lines, phlebotomy, patient/family education

•Certified Chemotherapy provider

DECEMBER 2011

MASTER OF SCIENCE IN NURSING EDUCATION, Lourdes College

Receipt of the Ruth Kelly Award for Highest GPA in graduating class

MAY 2002

BACHELOR OF SCIENCE IN NURSING, Bowling Green State University

Summa Cum Laude

Skills and Abilities

•Leadership: Excellent communication skills; Ability to interact positively with co-workers and management staff; Excellent understanding of overall work flow of current departments; Demonstrated problem-solving skills, attention to detail and strong initiative; Consistent in performance of current job duties; Meets current department’s accuracy and productivity standards

•Technology: Competent in Microsoft Office Word, Powerpoint, Excel and Outlook Express; experienced and competent in computerized charting

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