Customer Service Manager
Resume:
Leonfance Dornellien
**** ****** ***.*** *******, TX, 77054
Home :832-***-****
Cell: (832) -758-2332
Email: *********@***.***
Objective: To obtain position of growth and enhancement in Administrative or healthcare.
EDUCATION:
Johnson & Wales University
BA Healthcare Administration, Providence RI 08/20006 – 05/2009
COMPUTER SKILLS:
Windows 2000,Microsoft word, Excel ,PowerPoint, Access, Publisher, Adobe Illustrator ,Photoshop, Outlook Express
Scanning Technology ,HTML, Web Development and Internet Proficient
Type approximately 78 words per minute
Certification
CAN Certified By The Texas State OF Texas
CPR/BCLS by MD Anderson Cancer center
WORK EXPERIENCE:
Customer service Manager 08/1998-07/2007
Verizon Wireless inbound call center
Direct call center operations as a liaison between clients, supervisors, and call center employees
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Exercised strong interpersonal communication skills with customers and department personnel Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve
Patient Care Assitant /Sterile Processing Tech
08 /2006-02/2011
Lyndon B General Hospital
Assists with the cleaning/decontamination of surgical instruments. Assists with single wrapped surgical instruments and preparing instrument sets. Inspects instruments, replaces, or sends out for repairs. Operates sterilizers. Maintains surgical services inventory of supplies. Assists the anesthesiologists with IV administration & patient induction. Assists in preparing the surgical suite daily for receiving and care of patients. Maintains stock in the anesthesia carts and maintains intubation instruments. Also operates the cast carts.
Responsible for maintaining documentation of medical plans and administering drugs to patients on a daily basis
Participate in rounds with attending physicians and report the condition of critical patients
Assist doctors in the operating room while performing surgical dissections and applying devices
Insert drips, administer pain relief and dress wounds
Operate blood pressure cuffs and carry out initial patient examinations
Train new staff members on vital aspects of patient care
Performed patient care in a long term, geriatric care center
Hospice and terminally ill care of patients and families
Responsible for patient care of 13 bed unit
Worked in teams with doctors, H.U.C.’s and ancillary personnel
Change, feed and bathe residents; attending to other personal and grooming needs such as combing hair, trimming nails, brushing teeth, passing bed-pans and helping residents to the bathroom
Take temperature, pulse, blood pressure and respiration
Perform range of motion on residents as ordered
Note any unusual changes in resident’s condition and report to nurse
Certified Nursing Assistant
. University of Texas MD Anderson Cancer Center Hospital
08/2006-11/2010
Certified Nursing Assistant/Billing & coder
Change, feed and bathe residents; attending to other personal and grooming needs such as combing hair, trimming nails, brushing teeth, passing bed-pans and helping residents to the bathroom (transferring to and from commodes
Assist residents in moving within New Heaven House.
Use mechanical lifts during transfers.
Use bathing tubs (carousel/serenade), trolleys.
Serve meals to residents and feed those unable to feed themselves, prepare trays for self-feeders.
Take temperature, pulse, blood pressure and respiration.
Perform range of motion on residents as ordered
Turn and position bed patients according to turning schedules
Remove or releases restraints as scheduled
Keep module cards on specific residents while on duty.
Assist and encourage residents in obtaining correct goals as stated in Care Plans and module cards.
Clean up spills on the floor in order to prevent accidents; participate in safety drills.
Keep tract of splints and adaptable equipment
Note any unusual changes in resident's condition and report to nurse
Verbally communicate nursing care problems and concerns to on coming shift on assigned unit.
Keep linen and utility area clean and in order, empty and clean urinals and bedpans, empty dirty linen hampers.
Perform incontinence checks on residents every two hours.
Record data on BM sheet, weight sheet and Nurse Aide flow sheet
Michael E bekey VA Medical VA Hospital
02/02/2008-05/20/2011 ( contract )
• Provided nursing and nursing related services to residents.
• Maintained homelike environment for the residents.
• Protected and promoted resident rights and assisted the person to maintain independence.
• Provided routine care to the patients.
• Reported to the senior doctors of the status of patient by spending maximum time in the room with the patient.
• Maintained the ward neat and clean.
• Obtained specimens, weights, and vital signs of patients.
• Administered injections and given medicinal intakes.
• Accurately applied payments to patient accounts. Researched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts. Reviewed billing edits and provided insurance providers with corrected information. Provided tenacious follow-up to ensure proper payments were fully collected
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