I am a new Registered Nurse. I passed my nursing boards in July.
Archstone Care Center
From August 2013
Responsible for the delivery of patient care through the nursing process of assessment, diagnosis, planning, implementation and evaluation. Responsible for directing, coordinating all nursing care based on established clinical nursing practices. Collaborate with other professional disciplines to ensure effective and efficient patient care delivery and the achievement of desired patient outcomes.
Home Healthcare Aide
November 2010 - July 2011
Provided assistance and care for senior citizens in a variety of settings to include personal homes and assisted living facilities. Assisted with activities of daily living, housekeeping, cooking, and companionship.
Reservation Sales Supervisor
Best Western Reservations
September 1998 - August 2000
Supervised operation as a member of a three-member management team to develop teams of 15-18 reservation sales agents. Responsibilities included meeting team sales goals, monitoring quality of service, maintaining agent statistics, and evaluating employee performance. Focused on positive motivation by developing incentive programs and encouraging consistent performance among reservation staff. Executed hiring duties to include application screening, interviews, and reference checks. Trained agents to identify and diffuse mishandled customers and taught "a pursue the sale" attitude. Reported trends in performance, attendance, and goals met.
February 1998 - September 1998
Supervised a team of 20-25 telesales agents and 3 team leads. Developed leads to coach and monitor call volume. Co-managed customer service department by assisting with escalated situations and resolving vendor/customer disputes. Established attendance standards and hiring criteria for uniformity and employee retention. Held meetings to encourage teamwork, consistency in training, and to support communication in the workplace. Managed a high performing team in sales conversion, man time, and quality assurance scores. Aided with development of training materials by identifying training needs and implementing policy and procedures to bring structure to the agent's job duties. Designed and implemented spread sheets tracking agent statistics, identified trends and provided data for management.
Customer Sales Supervisor/Team Leader
August 1991 - December 1995
Motivated, trained, and monitored the performance of 20-25 reservation sales agents in a team environment. Planned and conducted team meetings to improve customer service skills and to develop company culture and values. Initiated worker incentive programs to improve worker morale and output. Improved overall team ranking from 42 to 6 within call center performance levels in 6-month period. Organized 1000+ employees and reached monetary goal of $25,000 for United Way fundraiser. Also, worked as a member of the supervisory staff in maintaining 1000+ agent call center. Assisted with operations, including call flow management, computer maintenance, staffing needs and customer handling. Promoted from reservation sales agent.
Qualifications & Certifications
Central Arizona College School of Nursing
Arizona State University
Central Arizona College
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