Kelly Grover
Fresno
Summary
Experienced care provider prepared for this role with strong focus on reliable assistance and compassionate support. Skilled in personal care, daily living activities, and medical needs, with collaborative approach to team efforts and adaptability to changing situations. Known for empathy, patience, and effective communication, ensuring high-quality care and positive outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Internal Revenue Service, IRS
02.2021 - 01.2025
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
IHSS Care Provider
In Home Supportive Services
06.2014 - 10.2024
- Prepared nutritious meals according to dietary restrictions and preferences for better overall health.
- Administered medications as prescribed, ensuring proper dosage and adherence to schedules.
- Assisted clients with daily living activities, promoting independence and quality of life
- Maintained strict confidentiality regarding all aspects of client personal information
- Maintained detailed records of client interactions, progress updates, and changes in care plans for accurate documentation purposes.
Registered Behavior Technician
Med Mark Treatment Center
11.2023 - 03.2024
- Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.
- Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
- Increased client independence through the
- Integrated creative problem-solving methods into therapy sessions to foster critical thinking abilities among clients facing challenges in everyday situations.
- Used [Software] to document patient information, progress notes, and treatment plans.
Banquet Food Server
Torninos Banquets
01.2021 - 01.2022
- Contributed to team success by consistently maintaining a positive attitude and professional demeanor during high-pressure situations.
- Achieved high levels of guest satisfaction by consistently delivering exceptional service in a timely manner, contributing to the overall success of numerous banquet events.
- Assisted in setup and breakdown of banquet spaces, ensuring timely preparation for events.
Education
No Degree - Drug And Alcohol Counseling
Fresno City College
Fresno, CA01-2013
Skills
- Follow directions
- Self-starter
- Problem Solving
- Team Player
- Driven
- Dependable
- Interpersonal communication
- Patient care
- Wound care
- Behavioral management
- Care plan management
- Client documentation
- Clinical quality program standards
- Case management
- First aid and safety
- Medical charting
Certification
- Behavioral Technician Specialist Certification – Behavior Analyst Certification Board.
- Adult CPR/AED certification – American Red Cross.
Timeline
Registered Behavior Technician
Med Mark Treatment Center
11.2023 - 03.2024
Customer Service Representative
Internal Revenue Service, IRS
02.2021 - 01.2025
Banquet Food Server
Torninos Banquets
01.2021 - 01.2022
IHSS Care Provider
In Home Supportive Services
06.2014 - 10.2024
- Behavioral Technician Specialist Certification – Behavior Analyst Certification Board.
- Adult CPR/AED certification – American Red Cross.
No Degree - Drug And Alcohol Counseling
Fresno City College
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