Customer Service Care

nazia salman

#**** – **** Carrigan Court, Burnaby BC, V 3N 4S5

Mobile Phone: 778-***-****

Email address: **********@*******.***

Objective

To work as a successful customer service representative w ith your organization and

continue to g row & develop m y experience.

Skills & Q ualities

- Excellent oral, written &

communication skills . Can also

speak hindi, Punjabi f luently.

- Highly motivated &

t rustworthy. Great

organizational skills.

- Able to manage work load

efficiently, prioritize and work

u nder pressure.

- Valid CPR & First aid

certificate

- Efficient typing skills. Type 60

WPM.

- Valid FULL SCOPE LPN

l icense with CLPNBC

Employment H istory

Revera Home Health J anua ry 2014 -

P resent

Home Support Supervisor

- To assess client care needs,

i nitiate client visits and the

development of an appropriate

p lan of care that identifies care

objectives and anticipated

outcomes as applicable

- To conduct follow-up

v isits/calls with clients to

ensure the service provided

meets the client's needs and

adheres to RHH quality

standards

- To participate in the

i mplementation of

administrative policies and

p rocedures relating to safe and

effective client care.

- To recruit, train, develop,

supervise & performance

appraisal of community

healthcare workers and

manage staff.

- To respond to complaints,

compliments and any

d iscrepancies, and ensure

effective resolution as required

f rom client & community

workers.

- To collaborate with

m ultidisciplinary team

members as appropriate:

physicians, community

agencies, home support

p roviders etc.;

- To evaluate care delivery to

ensure the service provided

meets the client's needs,

service purchaser's contractual

requirements and the

company's quality standards;

- To ensure t hat professional,

h igh quality standards are

maintained by all staff

p roviding care

- Provide leadership & coach

team members to promote an

efficient & effective team based

environment .

Inglewood Care Centr e March 29, 2011 – A ug

2013

Casual/on-call

- Administer s medications

following the 9 rights to

resident s.

- Assists clients with mental

health and substance abuse

issues & p rovides education to

families.

- Communicates w ith physicians

v ia phone, fax to obtain orders

& t reatment plans.

- D elegates duties to care staff i n

team & works as a team leader

open-mindedly .

- Performs medical care (i.e.

wound care, catheter care, and

cast care) as well as operates

any equipment related to acute

or chronic t reatments.

- Writes n ursing care plans &

t reatment goals for resident s.

- Monitors, observes and records

any behavioral changes or

conditional changes of

residents.

- Communicates w ith the

psychiatrist and the psychiatric

n urse to real the t reatment

goals of elderly residents

dealing with mental illnesses.

- Establish es t rust and

t herapeutic relationships with

residents dealing with mental

d isorders such as depression,

anxiety, paranoia,

hallucinations etc & educates

families as well.

- Assist s RN in implementing

ongoing social, emotional and

behavioral needs & i mplements

care plans for residents.

Simpe Q Care Ltd. @Royal Arch Masonic Home 2/6/2008 10/20/2012

Full time.

- Administer s medications following the 9 rights to residents.

- Advocates and supports clients with mental health d isorders and substance abuse

issues.

- Communicates w ith physicians via phone, fax to obtain orders.

- Team leader and delegates duties to care staff efficiently.

- Performs medical care (i.e. dressing changes, catheter care, cast care, wound

care) under the supervision of the RN / care manager as well as operate any

equipment related to acute or chronic treatments.

- Monitor s, observes & records any behavioral /condition changes of residents.

- Communicates w ith psychiatrist and psychiatric nurse to p lan intervention of

elderly resident s dealing with mental illnesses.

- Establish es t rust & facilitates t herapeutic relationships with residents dealing

w ith mental disorders such as depression, anxiety, paranoia, hallucinations, & brain

i njuries etc.

- Assist s RN in implementing ongoing social and behavioral care programs for

residents.

- Works collaboratively & open mindedly as a member of the interdisciplinary

team.

Peace Portal Lodge 4/15/2004 11/28/2010

Full time

White rock, BC

- Assesses the needs of

i ndividual residents and

organizes for the provision of

resident care under the

d irection of the Registered

N urse.

- Participates in the formulation

of the Resident Care Plan &

efficiently operates under

p ressure.

- Organizes and gathers

i nformation for clients' care

conference, communicates with

applicable approach with

clients and families.

- Communicates with the health

Care Providers and the CDU

(Clinical Decision unit) Care

Coordinator on matters related

to the continuity of patient s

care.

Home support Services

2/17/2005 – 12/25/2005

Part time

- Assisted & advocated for client

w ith Epilepsy and Psychosis.

- Educated family members with

t reatment plans and ongoing

i nterventions. Assisted family

members in engaging with

client’s disorders &

i nterventions.

- To maintain current

certification for Basic Cardiac

L ife Support & current

registration in good standing

w ith provincial regulatory body

EDUCAT ION

Apr 01-M a r 03 L icensed P ractical Nu rsing Diploma

Bellingham Technical College

Bellingham, Washington US

M t. St. Joseph’s Hospital, Bellingham WA

Completed 200 hours of practicum in Acute Care on cardiac unit,

ICU, Emergency, medical-surgical unit

Whatcom rehabilitation unit, Bellingham, WA

Completed 150 hours of practicum i n rehabilitation of

Patients recovering from surgeries.

May 01-Jun 02 Psychology, university level english & math

Whatcom community College

Bellingham, Washington USA

Jul 1996-Jan 01 H igh School graduation

Queen Elizabeth Secondary School

Surrey, BC

Additional information

CERTIFIED t raining in PALLIATIVE CARE & Dementia Care. Certified and

experienced user of Point Click Care PROGRAM thoroughly t rained with MDS tools,

P ixalere wound care software program and Excelleris lab work program et c.

references

Available upon request.

Contact this candidate