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Skills

Technical issues analysis
Client documentation accuracy
Staff education and training
Budgets
Regulatory compliance
Project organization
Client rapport building and retention
Data entry
Software diagnosis
Customer service

Work Experiences

Assisted clients with daily living activities such as meal preparation, personal hygiene, and mobility, contributing to Outstanding Service Award for excellence in client care delivery.
Coordinated care for homebound clients with a team of 10 healthcare providers, ensuring continuity of care and reducing hospital readmissions by 69%.
Achieved Scrum Master in method care, improving client outcomes and reducing reliance on more expensive interventions like hospital admissions by 57%.
Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
Assisted in the onboarding of 11 new personal support specialists.
Collaborated with therapists and RNs.
Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
Conducted risk-assessment training.
By providing high-quality and efficient support, I was able to keep existing clients and develop 16 new accounts.
Increased company revenue by 6% beyond two years targets by upselling products and services.

Summaries

Achieved Outstanding Service Award for implementing innovative client engagement strategies, boosting participation rates by 20% in Denver.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
ITIL and ITIL are proudly certified.
Personal Support Specialist with 14 years of successful quality assurance and data analysis experience.
Achieved reduction over three years.
Enhances system performance by analyzing and correcting various hardware and software issues.
Accomplished Personal Support Specialist skilled in handling fragile client mobility and ensuring the safe transport of individuals with physical limitations.
Within Miscellaneous, senior Personal Support Specialist and outstanding performer in strategic planning and stakeholder engagement.
Adapted care plans for optimal intervention.
Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

Attended training in Miscellaneous, increasing knowledge on innovative care approaches and applying it to optimize daily client routines.
Leveraged conflict resolution techniques to successfully de-escalate 6 challenging client situations, preventing potential harm and maintaining a calm environment.
Increased adherence to care plans through comprehensive client education, resulting in a 75% improvement in patient condition tracking.
Participated in pilot program testing for initiative, contributing valuable feedback and resulting in successful implementation across the department.
Facilitated emotional support and counseling for clients experiencing isolation or depression, resulting in notable mood improvement and higher client engagement.
Administered medications in accordance with standard guidelines, ensuring complete safety and compliance for a caseload of 10 clients.
Streamlined the reporting procedures for incident reports, ensuring rapid resolution times decreased by 61% over one year.
Decreased medication-related errors by managing detailed records and collaborating closely with pharmacies and healthcare providers to ensure compliance.
Collaborated with a multi-disciplinary team of 4 healthcare professionals to ensure seamless patient care and address changes in health statuses promptly.
Developed and facilitated communication between clients and medical teams, leading to a 38% decrease in care confusion and medical errors.

Affiliations

Professional Association of Caregivers
Personal Support Worker Association
The Senior’s Choice Network
Alzheimer’s Association - Caregiver Support Group
Toastmasters
Society of Women Engineers
Association of Information Technology Professionals
National Council on Aging (NCOA)
American Geriatrics Society (AGS)
Certified Nursing Assistant (CNA) Organization

Certifications

Apple Certified Associate (ACA)
CompTIA A+ Technician
Professional Caregiver Certification – initiative
Certified Nursing Assistant (CNA) – Washington
Certified Dementia Practitioner (CDP) - National Council of Certified Dementia Practitioners
CompTIA Network+
Alzheimer’s Disease & Dementia Care Training – process
Patient Care Technician (PCT) Certification – North Carolina
Certified Public Accountant (CPA)
Certified Home Health Aide (HHA) – Arizona

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