Cathryn Ponce
Costa Mesa
Summary
Compassionate and reliable, adept at enhancing patient independence through empathetic care and proactive problem-solving. Skilled in documenting precise details in digital records, I excel in navigating challenging situations while fostering strong relationships with clients and families.
Experienced with customer interaction and problem-solving skills. Utilizes effective communication to handle inquiries and resolve issues. Knowledge of customer service principles and maintaining positive client experience. I will always maintain a companies core values and goals
Overview
22
22
years of professional experience
Work History
Home Health Aide
Micheal Caro
03.2021 - 08.2025
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Assisted with hygiene
- Computer input
- Time management and scheduling
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
Customer Service /Customer Retention Specialist
One Support LLC
02.2019 - 03.2021
- Handled high voulme inbound calls ( phone,chat and email)
- Listened and resolved customer requests/compplaints
- Troubleshooting when needed
- Documenting every interaction clearly in the company's CRM system.
- Maintained up-to-date knowledge of product and service changes.
- Recieved a specialized transfer to Customer Retention Specialist
- Primary duty was to speak to customers who wanted to disconnect/cancel service
- Managed high emotion customers
- Listen and understand their reasonings
- Proficiency using CRM
- Organized meeting via Zoom with team members to achieve shared goals and improve overall performance.
- Notating Accounts
- Achieved consistent positive feedback from customers through empathetic listening and problem-solving skills.
Home Health Aide
Scott Shropshire
02.2009 - 10.2019
- Helped patient maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Monitored vital signs
- changed catheters as well as preformed intermittent
- Range of motion ( workout on specific areas of the body)
- assisted with technology and equipment( Adobe Premiere Pro, Avid Media Composer,Nuke,Slack and Microsoft word )
- Administered medications in accordance with doctor's instructions.
- Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts.
- 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.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Provided transportation and appointments management.
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Traveled to clients' homes to complete healthcare services and promote continuity of care
- Trained new staff members on best practices for home health care.
Personal Assistant /Private Caregiver
Douglas Hanson
01.2004 - 08.2011
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Provided safe mobility support to help patients move around personal and public spaces.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Transfers ( hoyer lift, Lift belt, sliding board)
- Wound Care
Education
High School Diploma -
Fox Home School
Placentia, CA 05.2001 -
Skills
Empathetic Patient and Customer Advocacy
Proactive Problem Solving
Clear Communication and Active Listening
Can Navigate Challenging Situations and Interactions
Detailed Orientated (ie; Time Management , Task Prioritizing )
Proficient in documenting precise details in digital client records, Ensuring Accurate and Clear Communication"
CRM Software
Reliable / Dependable
Timeline
Home Health Aide
Micheal Caro
03.2021 - 08.2025
Customer Service /Customer Retention Specialist
One Support LLC
02.2019 - 03.2021
Home Health Aide
Scott Shropshire
02.2009 - 10.2019
Personal Assistant /Private Caregiver
Douglas Hanson
01.2004 - 08.2011
High School Diploma -
Fox Home School
05.2001 -