Jennyfir Hankin
Lemoyne
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals
Overview
8
8
years of professional experience
Work History
Non-Emergency Medical Driver
IMT
12.2024 - 02.2025
- Improved patient satisfaction by providing timely and safe transportation to medical appointments.
- Maintained a clean and comfortable vehicle for patients, ensuring a positive experience during transport.
- Demonstrated excellent customer service skills, addressing patient concerns promptly and professionally.
- Collaborated with dispatchers to optimize scheduling and route planning for maximum efficiency.
- Streamlined patient pick-up and drop-off processes, making efficient use of time and minimizing delays for all parties involved.
- Assisted patients with mobility challenges, utilizing proper lifting techniques and equipment for their safety and comfort.
- Completed accurate documentation of all trips, maintaining records in accordance with company policy and regulatory requirements.
- Navigated complex routes efficiently, using GPS technology and personal knowledge of local areas.
- Improved fuel efficiency through careful route planning and adherence to traffic laws, reducing overall operational costs for the organization.
- Enhanced communication between drivers and dispatch team through regular updates during transports about delays or changes in schedule as needed.
- Utilized wheelchair lifts properly, ensuring patient safety while boarding or disembarking from the vehicle.
- Adhered to HIPAA regulations while handling sensitive patient information, maintaining confidentiality at all times.
- Increased company''s reputation by consistently receiving positive feedback from both patients and healthcare providers.
- Provided compassionate care, understanding the unique needs of each individual patient during transport.
- Reduced missed appointment rates by consistently arriving on time and communicating effectively with healthcare providers.
- Managed emergency situations calmly and efficiently, contacting appropriate personnel when necessary.
- Moved patients up and down inclines and stairs safely using wheelchairs and gurneys.
- Reported to healthcare workers for following days' pickups and further instructions along with directions to facilities.
Home Health Aide
Home Instead
04.2024 - 12.2024
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted disabled clients to support independence and well-being.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
- Monitored changes in clients' conditions to report concerns to supervisor.
- Transported clients for medical and personal outings.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Provided direct personal care and administrative services to clients.
Call Center Representative
Molina Healthcare
03.2023 - 03.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Oya Communications
01.2019 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Dietary Aide
Pleasant Acres Nursing And Rehabilitation Center
03.2017 - 11.2018
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Followed all food safety regulations while preparing meals for patients.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering a collaborative work environment.
- Provided exceptional customer service to patients and their families, addressing concerns and answering questions about dietary guidelines and restrictions.
- Collaborated with healthcare professionals to develop individualized meal plans based on patient needs, resulting in better health outcomes.
- Streamlined meal assembly processes for faster service without compromising quality or accuracy.
- Collaborated with healthcare professionals to update patient diets, aligning with treatment plans.
- Assisted in menu planning to cater to diverse patient dietary restrictions, ensuring balanced nutrition.
- Improved patient nutrition with carefully planned and prepared meals according to dietary needs.
- Engaged with patients to receive direct feedback on meals, using insights to improve meal plans.
- Trained new staff on dietary guidelines and kitchen procedures, elevating team competency levels.
- Monitored food temperatures during storage and serving, ensuring safety and compliance with regulations.
- Reduced meal preparation times by optimizing kitchen operations, without compromising food quality.
- Ensured timely meal delivery to patients, enhancing their dining experience and satisfaction.
- Conducted inventory checks and placed orders for kitchen supplies, ensuring uninterrupted operations.
- Participated in regular training on food safety and dietary trends, staying ahead in nutritional knowledge.
- Implemented feedback mechanisms for patients on meal quality, driving continuous improvement.
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders and refilling glasses.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
- Monitored food quality and freshness throughout day.
Education
Job Corps
D.C07-2015
Skills
- Defensive driving
- Confidentiality compliance
- Scheduling appointments
- Route planning
- Adaptive driving
- Vehicle maintenance
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
Timeline
Non-Emergency Medical Driver
IMT
12.2024 - 02.2025
Home Health Aide
Home Instead
04.2024 - 12.2024
Call Center Representative
Molina Healthcare
03.2023 - 03.2024
Customer Service Representative
Oya Communications
01.2019 - 03.2020
Dietary Aide
Pleasant Acres Nursing And Rehabilitation Center
03.2017 - 11.2018
Job Corps
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