Jamilla Kitchens
Americus
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Also an well-qualified Personal Care worker skilled in delivering top-quality home care support. Effective at ambulating patients, meeting personal grooming needs and administering medications.
Overview
12
12
years of professional experience
Work History
Private Sitter
Helping Hands
Americus, GA
10.2023 - 01.2026
- Delivered compassionate care to clients, ensuring safety and well-being in daily activities.
- Developed personalized care plans tailored to individual client needs and preferences.
- Coordinated transportation for clients to medical appointments and social outings, enhancing engagement.
- Monitored client health conditions, reporting changes to family members and healthcare professionals promptly.
- Monitored medications for interactions and need for change to manage health conditions.
- Maintained patient's home environment to keep safe, clean and familiar.
Call Center Customer Service Specialist
Convergys Out Sourcing
11.2020 - 06.2022
- Educated customers on company systems, form completion, and access to services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Identified payment trends and adjusted billing processes accordingly to retain customers.
- Assisted customer with the start and stop date of electric services for Duke Energy.
- Addressed customer account discrepancies and concerns.
- Approved and terminated customer contracts upon request.
- Documented and detailed calls and complaints using call center's CRM database.
Home Health Aide
Assist Healthcare Services Inc
12.2018 - 06.2022
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions
- Developed rapport to create safe and trusting environment for care
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness
- Promoted development of healthy lifestyle to meet health and wellness objectives
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection
- Completed entries in log books, journals and care plans to document accurately report patient progress
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life
- Followed nutritional plans to prepare optimal meals, including purchasing ingredients from local shops
- Delivered assistance to elderly clients in daily activities including bathing, dressing, physical transfers and care for incontinence
Certified Nursing Assistant
HomeNurse.Net
Americus, GA
01.2020 - 11.2020
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals
- Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments
- Obtained client medical history, including medication information, symptoms and allergies
- Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices
- Supported ambulation and physical therapy needs by conducting planned exercise routines
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing
- Oversaw and maintained patients' rooms, group living areas and nurse stations
- Transported patients between rooms and appointments or testing locations
- Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision
- Helped patients effectively manage routine bathing, grooming and other hygiene needs.
Certified Nursing Assistant
Pruitt Health
Albany, GA
11.2013 - 05.2019
- Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals
- Obtained client medical history, including medication information, symptoms and allergies
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness
- Maintained clean, safe and well-organized patient environment
- Followed nutritional plans to prepare optimal meals, including purchasing ingredients from local shops
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
Education
High School Diploma -
Sumter High School
Americus, GA06-1998
Skills
- Payment Processing
- Responding to emergencies
- Payment collection
- Customer Complaint Resolution
- Billing systems and software
- Written and oral communication
- Credit and Debt Card Processing
- Billing Inquiries
- Tube feedings and medications
- Customer Accounts Management
- Wound care specialist
- Familiarity
- Call Volume Analysis
- Patient-focused care
- Transporting patients
- Documentation and reporting
- Feeding assistance expert
- Dementia and Alzheimer's
- Call center operations
- Knowledge
- Supporting Personal Needs
- Professional telephone demeanor
- Recording Vital Signs
- Preparing Meals
- Patient Relations
- Patient Management
- Measuring Bodily Fluids
- Observing Responses
- Documenting Behaviors
- Conducting Intakes
- Patience and empathy
Timeline
Private Sitter
Helping Hands
10.2023 - 01.2026
Call Center Customer Service Specialist
Convergys Out Sourcing
11.2020 - 06.2022
Certified Nursing Assistant
HomeNurse.Net
01.2020 - 11.2020
Home Health Aide
Assist Healthcare Services Inc
12.2018 - 06.2022
Certified Nursing Assistant
Pruitt Health
11.2013 - 05.2019
High School Diploma -
Sumter High School