Summary
Overview
Work History
Education
Skills
Reason for ending previous employers
Timeline
Generic

Nichole Guzman

Yuma

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

8
8
years of professional experience

Work History

Direct Care Worker

Odessey
08.2020 - Current
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
  • Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
  • Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
  • Facilitated recreational activities for patients that promoted socialization, physical activity, and cognitive stimulation.
  • Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
  • Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
  • Enhanced patient well-being by providing compassionate and individualized care tailored to their specific needs.
  • Continuously updated personal knowledge within the direct care field through regular training sessions and workshops to ensure optimal care for each patient.

Customer Service Advocate

Convey Health Solutions
09.2021 - 08.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.

Caregiver

SYNERGY HomeCare
11.2019 - 08.2020
  • Assisted with dressing guidance, grooming, meal preparation and medication reminders.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
  • Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Provided safe mobility support to help patients move around personal and public spaces.

Assistant Store Manager

Dollar Tree
11.2017 - 09.2019
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.


Education

GED -

Cibola High School
Yuma, AZ
05.1997

Skills

  • Courteous with Strong Service Mindset
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Call Center Customer Service
  • Customer Account Management
  • Order and Refund Processing
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Issue and Complaint Resolution
  • Patient care
  • Medication administration
  • Reliability and punctuality
  • Meal preparation
  • CPR certified

Reason for ending previous employers

The reason for my lack of employment prior to 2017 is in March 2012, I had a son born with Down syndrome and I had to learn how to care for him.


Reason for leaving Dollar Tree is, I became very ill, had to begin treatment and could not perform my manager duties.


Reason for leaving Synergy is, I switched to another company, Odyssey


Convey closed down and released all employees 


Timeline

Customer Service Advocate

Convey Health Solutions
09.2021 - 08.2023

Direct Care Worker

Odessey
08.2020 - Current

Caregiver

SYNERGY HomeCare
11.2019 - 08.2020

Assistant Store Manager

Dollar Tree
11.2017 - 09.2019

GED -

Cibola High School

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Nichole Guzman