Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Latifah Murangira

Winnipeg,MB

Summary

Compassionate Direct Support Professional with extensive experience at SPIKE, enhancing client independence through personalized care plans and emotional support. Skilled in meal preparation and documentation, I effectively foster communication among team members, ensuring optimal client outcomes and satisfaction. Proven ability to manage high-stress situations while maintaining professionalism and empathy.

Overview

5
5
years of professional experience

Work History

Direct Support Professional Caregiver

Private Home
01.2022 - 12.2024
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Maintained detailed documentation of client progress, daily activities, incidents, and relevant observations to ensure continuity of care across team members.
  • Improved client quality of life by providing assistance with daily living activities such as bathing, grooming, dressing, feeding, toileting assistance.
  • Provided reliable transportation for clients to attend medical appointments, social outings, or other community-based events as needed.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Promoted healthy lifestyles for clients by assisting with meal planning, grocery shopping, and preparing nutritious meals.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Facilitated effective communication between clients and their families, fostering strong relationships and promoting family involvement in the caregiving process.

Customer Service Representative

NTT (Collabria Credit Cards)
02.2021 - 12.2023
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Direct Support Worker

SPIKE
03.2022 - 12.2022
  • Conducted regular assessments of clients'' progress, adjusting care plans as needed to promote ongoing improvement.
  • Assisted clients with daily living activities, promoting self-sufficiency and personal growth.
  • Maintained open lines of communication between team members, ensuring timely updates on client progress or concerns.
  • Maintained accurate documentation of client interactions, progress, and incidents for thorough record-keeping purposes.
  • Enhanced client independence by providing personalized support and implementing individualized care plans.
  • Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
  • Completed regular check-ins and progress report for each client.
  • Recorded status and duties completed in logbooks for management.
  • Guided patients to restroom to support bladder and bowel relief requirements.

Customer Service Representative

Stericycle Fine Line Solution (Canadian Red Cross)
03.2020 - 12.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Education

High School Diploma -

University of Manitoba
Winnipeg, MB
10-2024

Skills

  • Disability awareness
  • Emotional support
  • Meal preparation
  • Personal hygiene assistance
  • Patient care
  • First aid and CPR
  • Daily living assistance
  • Medication administration
  • Documentation
  • Time management
  • Problem-solving

Languages

English

Timeline

Direct Support Worker

SPIKE
03.2022 - 12.2022

Direct Support Professional Caregiver

Private Home
01.2022 - 12.2024

Customer Service Representative

NTT (Collabria Credit Cards)
02.2021 - 12.2023

Customer Service Representative

Stericycle Fine Line Solution (Canadian Red Cross)
03.2020 - 12.2020

High School Diploma -

University of Manitoba

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Latifah Murangira