ZAKIA VALENTINE

*** ****** ***** *******, ** ****6 910-***-**** ad1g70@r.postjobfree.com

PROESSIONAL PROFILE

Client-centered professional backed by experience working with vulnerable populations. Possess the skills necessary to assess, help plan, and advocate for options and services.

Communicate effectively to meet individual needs and coordinate available resources.

Skilled at building strong relationships with clients and co-workers and provide responsive customer service.

Attention to detail necessary to maintain accurate case notes, history, and data.

Work as part of a team and maintain a professional and positive work environment.

Strong time management skills with ability to establish priorities to meet timelines.

KEY QUALIFICATIONS

Case Management Assessments Vulnerable Populations Advocacy Cultural Diversity

Medical Terminology HIPAA Compliance Interpersonal Professional Communications Community Resources

Health and Human Services Social Services Wellness

CERTIFICATIONS

BLS, CPR, AED, and Frist Aid

WORK EXPERIENCE

Cumberland Residential Employment Specialty Training Human Services – Fayetteville, NC 04/2023 – Present

Direct Support Professional

Maintain a supportive environment for residents with mental and physical disabilities.

Participate in activities of daily living, meal preparation, and housekeeping duties.

Direct residents to appropriate team members, community agencies, and organizations to meet treatment needs.

Observe and follow strict safety and security procedures, report and document resident conditions and activities, and adhere to HIPAA guidelines.

Sitel Group – Fayetteville, NC 04/2021 – 04/2023

Member Solution Representative / Customer Service Representative – Call Center

Interacted with customers via inbound and outbound phone calls to answer inquiries and respond to questions.

Monitored accounts, investigated historical data, identified outstanding debts, and processed payments and refunds.

Reported on collection activity and accounts receivable status and resolved account collection issues.

Entered data and documented customer interactions with high attention to detail.

Communicated in a clear and concise manner and worked effectively as a team member.

Provided quality customer service, followed procedures, and handled confidential information.

Private Duty Care – Raeford, NC 07/2020 – 04/2021

Volunteer Caregiver / Companion

Provided companionship and personal care.

Monitored medication and assisted with personal hygiene and mobility needs.

Handled light housekeeping duties, prepared meals, and transported to locations outside the home.

Ensured privacy of sensitive and confidential information.

Cumberland Residential Employment Specialty Training Human Services – Fayetteville, NC 11/2016 – 07/2020

Manager (06/2018 – 07/2020)

Promoted from Residential Care Specialist.

Supervised 3 employees, created staff schedules, and screened applicants for hire.

Managed inbound and outbound calls, took inventory, ordered supplies, scheduled doctor appointments, and used MS Word and MS Excel applications.

Identified care needs of individual clients and coordinated responses based on physician advice, insurance limitations, and procedural cost.

Ensured adherence to policies and procedures, built relationships, addressed issues in a professional manner, and resolved staff and customer service problems.

Residential Care Provider (11/2016 – 06/2018)

Provided personal care assistance to residents with mental and physical disabilities.

Assisted clients with daily self-care practices, meal preparation, and household tasks and duties.

Referred clients to appropriate team members, community agencies, and organizations to meet treatment needs.

Observed strict regulations and procedures to ensure group home was safe and secure for residents and staff.

Used MS Word and complied with policies and procedures and abided by HIPAA guidelines to protect privacy.

Reported and documented resident conditions and activities.

ADDITIONAL EXPERIENCE

Stay at Home Parent – Richmond, VA Homemaker 11/2011 – 11/2016

Medical College of Virginia / Hospital – Richmond, VA Child Care Provider 01/2011 – 11/2011

Childcare Network – Fayetteville, NC Child Care Provider 08/2006 – 12/2010

EDUCATION / PROFESSIONAL DEVELOPMENT

Ultimate Medical Academy Associate of Science Degree – Health and Human Services, 2023

Cumberland Nursing Academy – Fayetteville, NC Nursing Assistant, 2020

Fayetteville Technical Community College – Fayetteville, NC North Carolina Early Childhood Credentials, 2003

Fayetteville Technical Community College – Fayetteville, NC Certificate – Early Childcare Lead Teacher

TECHNOLOGY

Communication Platforms – Zoom, Skype, and MS Teams

Microsoft Office Applications – Word, Excel, Outlook, and PowerPoint Type 45 WPM

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