Remote Work-Ready Patient Care and CSR Professional
Resume:
ASHLEY TOWNSEND
CONTACT
townsenda***@gm
ail.com
lleen, TX 76541
SUMMARY
Versatile Certified Nursing Assistant with 4 years of in home patient care and 1+ years of experience in patient care within a nursing home setting, specializing in behavioral health, monitoring vital signs and assisting with daily living activities. Experienced accounts manager and customer service specialist with a strong dedication to helping customers or patients resolve issues quickly and efficiently and cultivate a positive image for your company. Demonstrates strong communication and teamwork skills, along with a solid understanding of HIPAA regulations, extensive knowledge of healthcare procedures and medical terminology. Highly driven, self-motivated, proficient in typing, organization, and attention to detail. Proven ability to provide compassionate care while maintaining patient dignity and safety. Seeking to leverage healthcare expertise as a Patient Intake Specialist, Patient Care Technician, or Medical Secretary Authorized to work in the US for any employer OBJECTIVE
Dedicated and detail-oriented Remote Customer Service Representative with a proven track record in resolving customer inquiries and enhancing satisfaction. Seeking to leverage excellent communication skills and problem-solving abilities to contribute to a dynamic team and provide exceptional support in a remote setting.
PROFESSIONAL EXPERIENCE
SPECIAL EDUCATION OUTREACH COORDINATOR A-List Staffing, Remote July 2025 - Oct 2025
• Maintained strong interpersonal and presentation skills to effectively communicate with diverse audiences including students, parents, and families.
• Conducted over 200 outbound calls daily utilizing sales acceleration and outreach platform and customer relationship management programs Phone Burner and Mightycall.
• Maintain professional attitude and communication skills.
• Utilized CRM software to track leads and manage follow-ups efficiently.
• Developed scripts for calls to enhance communication consistency.
• Managed client inquiries and resolved scheduling conflicts promptly. Scheduled appointments for customers based on their availability.
• Trained incoming agents on call flow, following scripts, troubleshooting and how to utilize programs for accurate survey recording.
• Fostered positive relationships with customers to enhance satisfaction levels.
• Utilized computer systems to access accounts for research purposes.
• Provided accurate, valid and complete information by using the right methods and tools.
• Entered survey data into a computer database for analysis.
• Maintained confidentiality of customer data at all times.
• Conducted structured interviews and recorded audio.
• Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
DOCUMENT IMAGING
SPECIALIST/MAIL CLERK
A-List Staffing, Williamson County Central Appraisal District (mailroom) April 2025 - June
2025
• Operated document imaging equipment to scan and digitize paper documents.
• Organized and indexed digital files for easy retrieval and access.
• Ensured compliance with data protection regulations during document handling.
• Troubleshot equipment issues to minimize downtime in imaging operations.
• Managed inventory of supplies needed for document imaging tasks effectively.
• Processed incoming mail by sorting, labeling, filing, scanning, indexing, logging and archiving documents electronically.
• Managed the scanning, indexing and quality assurance of large volumes of documents.
• Performed data entry tasks to accurately capture document information.
• Ensured compliance with applicable laws regarding storage and management of sensitive records.
• Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
• Destroyed obsolete and outdated records using company-mandated procedures.
• Assisted team members with daily tasks to enhance workflow and communication.
• Organized outgoing mail for dispatch, including arranging for pickup or delivery by the postal service.
• Handled receiving, organization and prioritization of various corporate documents in preparation for scanning.
• Scanned documents into electronic filing systems.
• Prepared and processed outgoing mail, ensuring correct postage and timely dispatch.
STAY AT HOME MOTHER/HOMEMAKER Self Employed, Home Mar 2014 - present Managed daily household operations, including budgeting, meal planning, and scheduling activities for 4 daughters ranging in age from newborn to 18. Provided a nurturing environment for children, fostering educational and social development through organized play and learning activities. Coordinated family logistics and maintained a clean, organized home. Planned and prepared highly nutritious meals and snacks throughout the day and evening. Utilized calm and consistent adaptation skills in high stress environments. Tutored school- aged children in mathematics, reading, language arts, science and U. S. and Texas Histories as well as completing daily homework assignments.
ENROLLMENT SPECIALIST/ADVISOR Anthology, Remote June 2024 - October 2024
• Managed a high volume of incoming calls and emails from prospective students, providing detailed information about enrollment requirements, program offerings, and financial aid options.
• Assisted students with the application process, ensuring all necessary documentation and other items were submitted accurately and on time.
• Provided exceptional customer service by addressing inquiries promptly and professionally.
•Developed strong product knowledge to effectively communicate the benefits of enrolling in various programs offered by the institution.
• Worked closely with financial aid officers to guide students through the financial aid application process and explain funding options available to
them.
• Resolved issues or concerns raised by prospective students or parents regarding admission requirements or eligibility criteria through effective
problem-solving skills.
• Maintained confidentiality when handling sensitive student information according to institutional policies.
ASSISTANT PROPERTY MANAGER Hill Country Rentals, Copperas Cove, TX October 2009 - March 2014
•Responsible for overseeing property operations, maintenance, administration and tenant needs.
• Processed payments, tenant applications, prepared monthly owner and tenant statements including detailed financial reports for over 300 properties.
• Maintained accurate up-to-date records and promptly handled maintenance requests.
• Provided excellent customer service, conflict resolution, and telephone etiquette for inbound and outbound calls.
• Demonstrated leadership, team management, time management, and adaptability skills in high-pressure situations.
• Stayed current with up-to-date laws and guidelines regarding property management
• Advertised vacancies via website and current listings, executed lease agreements with tenants and evictions
• Worked with different vendors to receive the best and most accurate estimates on property renovations and maintenance requests or work orders.
•Assisted with rent collections, managing delinquent accounts, assessing late fees, filing evictions and kept owner, tenant, property and vendor accounts current
•Conducted move-in/move-out unit inspections
•Issued payments to owners, vendors and tenants
• Managed all front-office operations and filled in for Property Manager when out of office CERTIFIED NURSE AIDE Windcrest Nursing Center, Copperas Cove, TX October 2008 - November 2009 Certification #: NA0008572785
• Monitored patient vital signs, behavior, hygiene, and rooms.
•Teamwork, medical record documentation and management, excelled in communication, patient care including changing bed linens, bathing, dressing, and feeding patients, and assistance with medication administration as well as patient transfers from beds, wheelchairs, and automobiles.
•Practiced proper infection control, knowledge of HIPPA laws, medical terminology, and Range of motion activities
•Assisting with the patient admission process.
Collecting patient information, including height, weight, and family medical histories.
•Primarily worked on the behavioral health unit which was a locked down unit for the most chronic mental health patients that required a closer watch and more one on one assistance and care CUSTOMER SERVICE RETENTION SPECIALIST Capitol One, Convergy's Corporation Oct 2005 - Sept 2006
• Implemented strategies to increase customer loyalty and retention using customer database protocols.
• Resolved customer complaints and concerns by relating to and empathizing with customer's varied situations.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Used as well as learned strong familiarity with the telecommunication industry, computer literacy, data entry, typing, and prolific communication abilities.
• Kept customer accounts current, encouraged customers to sign up for new credit card terms or specials and balance transfers from existing credit card accounts.
• Negotiated payment agreements that were more easily attainable for the customers to keep their accounts in good standing
EDUCATION
GENERAL EDUCATION DIPLOMA Temple Highschool, Temple Tx Sept 2004 - Sept 2004 passed GED Test with academic recognition on language arts/english COURSES AND CERTIFICATES
ADULT AND PEDIATRIC FIRST AID CPR AED American Red Cross, Online Aug 2025 - Aug 2027 Cert#:021UTER
ADULT CHILD AND BABY FIRST-AID, CPR AED American Red Cross, Online Aug 2025 - Aug 2027 Cert#:0218HA6
BASIC LIFE SUPPORT MTN-AR-Fox Army Health Center American Red Cross, Online Aug 2025 - Aug 2027 Cert#:02186ST
CERTIFIED NURSE AIDE Ms Bs School of Nurse Aides, Killeen TX Sept 2008 - Sept 2010 Cert# NA0008572785
SKILLS
Adult Child and baby CPR AED BLS Integrity Electronic Health Records Adaptability Budgeting Collaboration Multi-tasking Professional Demeanor Reliability Problem solving Conflict Resolution Time management Compliance Adherence Appointment Scheduling Mailroom Experience Document Imaging Technoglogy CRM software utilization Customer relationship management Multi-line Phone Systems experience Work from home Experience Marketing/public Relations Supervising Experience Team work Office Etiquette Property Management Telecommunications Google documents Microsoft access Administrative skills Customer service Leadership experience Medical terminology Microsoft Office Word processing Office skills Phone etiquette Written and verbal communication skills Data Entry Filing Google suite Windows Clerical HIPPA Computer literacy Leadership
LANGUAGES
English
REFERENCES
JANA NEWTON, Co-worker
Killeen 972-***-****
CHANEL MEZA, Former boss
Property Manager, Killeen 228-***-****
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