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Customer Service Case Manager

Utica, NY
January 31, 2024

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Kristy Hammonds

Rome, NY *****


Authorized to work in the US for any employer

Work Experience


The Franklin Hotel - Rome, NY

August 2018 to Present

Good communication skills, dependable, able to handle multiple tasks. Experience with POS systems. I have excellent people skills, and a positive friendly attitude. I am responsible and trustworthy. Assistant Manager

The Franklin Marcy - Marcy, NY

March 2019 to March 2020

Managed front of the restaurant while line chef managed kitchen. Small restaurant, 5-8 staff members. Opening closing, customer service issues. Staffing management. Food safety. Ordering, and inventory weekly. POS system.

Customer Service Associate

Walmart - Rome, NY

May 2018 to November 2018


Vans tavern - Barneveld, NY

April 2018 to August 2018

Wait tables, and serve the bar for a busy weekend crowd. I also fill in as part time cook. Burgers, chicken wings, bar specials. Work with cash register, making change. Stocking the bar, keeping work area clean and neat. Good customer relationships and communication skills. Case Manager

HCR Home Care - Rochester, NY

May 2017 to April 2018

Case manager for 30-40 homecare patients. Traveling to patient homes, managing client schedules. Coordinating with physical and occupational therapy. Reporting back to supervisor. Rehab unit manager

The Pines at Utica Center for Nursing and Rehabilitation - Utica, NY June 2016 to April 2017

Rehab nurse manager for a 40 bed unit. Very busy unit with multiple admissions and discharges daily. I was responsible for admissions, discharges and lateral transfers with the help of social services. PICC lines, IV antibiotics, trachs, wounds, surgical, vascular, pressure. Wound VACS, and TPN. Care planning and MDS, evaluations.

Clinical Care Coordinator

Betsy Ross Nursing and Rehabilitation - Rome, NY

May 2013 to June 2016

Clinical Care Coordinator for a 60 bed unit. 24 rehab beds and 36 long term care beds, 24 of which were dementia residents in a locked unit. Some of my responsibilities were admissions, discharges, IV medications, trach care, wound rounds, acute care issues and rounding with the medical staff. I am very experienced with PICC lines and wound VAC placement and management. I also picked up shifts as supervisor on evenings and was house supervisor every third weekend for the 120 bed facility as requested by the Director of Nursing.

While at Betsy Ross, I also held position of MDS Coordinator and Interim DON. I was responsible for scheduling, performing and submitting MDS assessments for the facility, including care planning, acute clinical care and skin rounds for the building.

Director of Patient Services

Focus Senior Living Center - Utica, NY

September 2012 to March 2013

I was in charge of a 95 bed assisted-living program. Some of my responsibilities include assessments, Care planning, Case management, Admissions, discharges, and transfers, either to the hospital or skilled nursing facility. Also responsible for scheduling, and time and attendance. On call 24/7 for any clinical issues of the residents and informing of the medical staff of any condition changes. Nurse Manager

Heritage Healthcare Center - Utica, NY

May 2008 to September 2012

I was a nurse manager for a 40 bed rehab unit. Some of my responsibilities were admissions, discharges, IV medications, trach care, and wound care. I was also responsible for the MDS, care planning and care conferences for the unit. Also picked up shifts as supervisor on weekends for the 220 bed facility as requested.

Staff/Charge RN

St Elizabeth Medical Center - Utica, NY

May 2002 to May 2008

I was a primary care nurse/charge nurse of a 28 bed special care unit. 4/1 patient ratio. Responsible for the primary care of and medication administration of four to six patients per shift. Patient population included cardiac,dialysis,pre and post-op,telemetry,and ventilator patients. CNA and Monitor Tech

St Elizabeth Medical Center - Utica, NY

September 1990 to May 2002

I was the ward secretary and monitor tech on a 26 bed special care unit. I was responsible for transcribing Dr.'s orders, Daily paperwork for the unit, Monitoring and reporting any changes to the nurse of the 34 telemetry units.


AAS in Nursing

Mohawk Valley Community College - Utica, NY

1999 to 2002

Regents diploma in Regents

Oriskany Central School - Oriskany, NY

1985 to 1989


• server

• Restaurant Server

• Hostess

• Waitress

• Nurse Management


• Medication Administration

• Nursing

• Customer service

• Food service

• Nursing

• Transcription

• Primary Care Experience

• Serving

• Bartending

• Dementia care

• Case management

• Critical care experience

• Supervising experience

Certifications and Licenses

PRI Certification

November 2013 to Present

Registered Professional Nurse

September 2002 to September 2019

food handler certificate


TIPS Certified

October 2020 to October 2023


Customer Service Skills — Proficient

December 2018

Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient

Bartending — Proficient

June 2020

Understanding, pouring, and mixing drink orders

Full results: Proficient

Home health aide skills — Proficient

May 2020

Providing care to patients in a home setting

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

I am a hard working, self directed, self motivated, and reliable worker. I have recently decided to get out of the nursing field to gain some experience in other areas. Being a nurse has been an incredible experience, and I have gained a great number of skills including good customer service skills, communication, organization and time management I also have about 6 years of management experience. I am looking forward to expanding my skills and learning in other professional areas.

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