(CNA) with 13+ Years Experience. Customer Service Skills. Computers.

Erica Burnett

859-***-**** • *****************@*****.*** • Clay City, KY

Summary

Compassionate professional with over 13 years of experience in healthcare and high-stakes clinical environments, now pivoting to a Pet End of Life Care Representative role. Expertise in End of Life Services and Crisis Management, with a proven track record in High Volume Operations and accurate Data Entry. Committed to providing empathetic support and precise Appointment Scheduling to guide families through emotionally sensitive decisions.

Work Experience

CERTIFIED NURSE AIDE (CNA) March 2020 – September 2024

SHIFTKEY, LLC, TRAVELED ALL OVER KY

Guided families and residents through emotionally sensitive end-of-life care transitions, utilizing advanced Conflict Resolution to manage distress and ensure compassionate service delivery.

Gathered and documented critical clinical data points in Electronic Records systems with 100% precision, effectively managing documentation for High Volume Operations across various remote healthcare sites.

Scheduled daily care activities and streamlined Appointment Scheduling for medical reviews, ensuring strict schedule adherence and noticeable workflow efficiency gains for the clinical team.

Adapted to diverse travel assignments across Kentucky, demonstrating the technical reliability, self-discipline, and independent problem-solving required for successful Remote Work environments.

CERTIFIED NURSE AIDE (MENTOR) January 2013 – November 2018

FOUNTAIN CIRCLE REHABILITATION CENTER, WINCHESTER, KY

Guided junior staff in delivering high-quality Customer Service and compassionate care, overseeing training in End of Life Services and standard clinical protocols.

Gathered performance feedback and documented mentoring outcomes, ensuring all staff members met rigorous standards for technical accuracy and Data Entry.

Scheduled and organized unit-wide workflows, utilizing time-management strategies equivalent to Google Calendar to maintain consistent operational flow and patient safety.

Adapted mentor strategies during Crisis Management scenarios to de-escalate high-stress situations while maintaining team morale and unwavering service quality.

CERTIFIED NURSE AIDE December 2011 – January 2013

NIM HENSON GERIATRIC CENTER, JACKSON, KY

Gathered and documented patient vitals and health status updates in Electronic Records, supporting the interdisciplinary team with accurate and timely Data Entry.

Guided residents through high-volume daily care routines with a focus on empathy, dignity, and professional Customer Service communication.

Scheduled mobility exercises and documented functional changes to assist therapy adjustments, ensuring precise record-keeping for long-term care plans.

Adapted to fast-paced geriatric care demands by implementing personalized comfort measures that enhanced resident participation and reduced distress.

Education

ASSOCIATES in Medical Administration March 2025 – Present

Bryant & Stratton College-Online, online

Additional Skills

Customer Service & Communication: Conflict Resolution, Customer Service, Compassionate Communication, Crisis Management, Empathy

Operations & Scheduling: Call Center Operations, Appointment Scheduling, High Volume Operations, Data Entry, Time Management

Specialized Care: End of Life Services, Veterinary Care (Adjacent), Patient Care, Data Privacy, Infection Control

Tools & Technology: Five9, Google Calendar, Google Maps, Electronic Records, Remote Work Reliable

Certifications

Certified Nurse Aide Certification

Personal Information

Oct 6, 1990, Driving license Class D

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