Tonia Ambrose
Carlisle
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
2006
2006
years of post-secondary education
Work History
Restorative Aide
Claremont Nursing Home
Carlisle
10.2024 - Current
- Assisted residents with daily living activities and personal care.
- Collaborated with nursing staff to develop individualized care plans.
- Implemented therapeutic exercises to promote mobility and strength.
- Observed and reported changes in resident conditions to healthcare team.
- Educated residents on proper techniques for physical activities and exercises.
- Documented resident progress and participated in care team meetings regularly.
- Instructed family members on proper techniques for performing restorative exercises at home.
- Organized restorative supplies and equipment for use by nursing staff or physical therapists.
- Observed patients while they completed daily living activities such as eating, bathing, grooming.
- Demonstrated safe lifting techniques when transferring or repositioning patients from bed to chair and wheelchair.
- Collaborated with other healthcare professionals such as physical therapists to ensure optimal outcomes for each resident's treatment plan.
Customer Service Representative
Maximus
Carlisle
01.2020 - 09.2023
- Assisted customers with inquiries and service requests efficiently.
- Processed customer requests using CRM software accurately.
- Maintained knowledge of services to support customer needs effectively.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complaints by providing effective solutions and support.
Certified Nursing Assistant
MileStone Staffing Services
Carlisle
09.2011 - 09.2022
- Assisted patients with daily living activities and personal hygiene tasks.
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained cleanliness and organization of patient rooms and common areas.
- Documented patient information accurately in electronic health record systems.
- Communicated effectively with patients, families, and healthcare team members.
- Participated in training new staff on care protocols and safety procedures.
- Adapted care plans based on individual patient needs and preferences.
- Answered call lights promptly and responded to patient needs accordingly.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Observed and reported unusual symptoms and changes to charge nurse.
Education
CTA
Harrisburg , PASkills
- Strong Communication
- Problem solving
- technical Skills
- Professionalism
- Interpersonal skills
- Customer orientation
- Analytical thinking
- Data entry
Timeline
Restorative Aide
Claremont Nursing Home
10.2024 - Current
Customer Service Representative
Maximus
01.2020 - 09.2023
Certified Nursing Assistant
MileStone Staffing Services
09.2011 - 09.2022
CTA