Service Agent Cleaning
Resume:
Adrienne Nicole Conway
Concord NC 28025
********@*****.***
Objective:
To obtain a position with your company that allows me to utilize my years of experience and grow both professionally and personally.
Skills Overview:
I possess over 20 years of CNA experience, working directly with a wide spectrum of patients of all ages, cultures and illnesses. I have worked with clients with Parkinson's, Alzheimers, Dementia, Cancer, Strokes, Seizures and Diabetics with Kidney disease. I currently work directly with mentally and emotionally challenged adults. I also have CNA Training and Quality Assurance experience with DNA HomeCare and Cleaning Service. I also have well over 15 years of Customer Service, Training,Human Resources, Cleaning Supervisory and Medical Consulting experience. I am an individual who has honed excellent communication and business relationship building skills.
Over 20 years of CNA, HHA and PCA experience
Proficient in medical coding, billing and terminology
Recruited, interviewed hired and trained staff
Acted as CNA Training Manager maintaining employee files and managing benefits
Consistently developed successful business relationships with customer
Curriculum development and assessment
MS Office proficient
10 years of training in business etiquette, policy and procedure as well as new hire curriculum and policy change update classes
Cross-training specialist
Extensive knowledge of training methods
Lesson planning
10 years in tutoring and side by side reviews of in home care with new PCA trainees.
Accomplishments:
Exceeded associate job placement goal 10% consistently by implementing thorough training and development program assessments
Helped more than 150 employees reach their educational and career goals
Created training processes for 3 separate departments
Consistently met and exceeded baseline competency guidelines as a customer service agent
Successfully recruited trained and developed 10 entry level employees to become supervisors within 2 years
Experience:
Senior Care Carolinas Group Home, Concord, NC Title: 24 hour
Shift Direct Care CNA (PRN)
01/2022- Present
I work in a privately owned Senior Care Group Home with elderly ambulatory patients with dementia and or Alzheimers. I tend to the daily ADL needs of my patients. I am also responsible for administering their medications as needed as a Certified Med tech.
D N A HomeCare and Cleaning Service Greensboro, NC Title: CNA Supervisor & QC Field Trainer
4/2012- Present
I worked as an on site CNA and PCA Trainer, teaching new Personal Care Aides proper personal care and sanitation procedures as outlined by company. I held daily, weekly and monthly in service training as needed. I was responsible for managing a team of 30 aides and technicians. Created and modified schedules for the crew to maintain proper coverage of work assignments. I processed payroll as needed and kept account of staff hours and timesheets. I gave monthly evaluations and held weekly on site service quality checks. I eventually became an in the field Managing Training Consultant developing curriculum for other on site trainers. I also have the responsibility of doing remote monitoring of in home care for our customer service department. I acted as a field quality assurance monitor and gave monthly service reviews.
BHL Garage and Home Solutions. Cornelius, NC Title: HR &
Training Manager
12/2015- 9/2022
I acted as the HR Manager and Training Manager for a
small family owned garage repair company. I was
responsible for payroll, hiring, benefits enrollment and training of
15 employees.
Amerisourcebergen Charlotte, NC Title: Senior Patient Case
Coordinator
11/2010-9/2014
Processed patient applications for co-pay assistance. Screened potential clients for program eligibility. Updated and maintained accurate patient demographics and account details. Sent outbound correspondence and accurately processed inbound correspondence. Acted as a liaison between the patients treating physician and the patients medical insurance carrier. Maintained accurate balances of patients co-pay grant and processed payments. Made final determinations for approval or denial of patients applications. Often cross trained new hires and taught policy and procedures as well as proper customer service etiquette.
Education:
Phillips Business School Paterson, NJ
CNA Certification Program
CNA Certification 12/1993-06/1993
Completed
Isothermal Community College Spindale, NC
Medical Office Coding and Billing Certificate Course GPA 3.8
01/2003
Completed
Western Governors University, Salt Lake City, Utah
HR Management 2017- 2018
Did not complete
Rowan County Community College, Salisbury, NC
CNA Certification Program
CNA Certification 8/2022-10/2022
Completed
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