Malia Gulbranson
Hopkins,MN
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Collaborative coworker with dedication to partnering with others to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Hardworking and passionate job seeker with strong organizational skills eager to help my company reach its full potential and ready to help team achieve company goals.
Overview
9
9
years of professional experience
Work History
Call Specialist
Greater Twin Cities United Way
07.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call handling processes for improved efficiency and reduced hold times.
- Developed rapport with clients, ensuring repeat business and fostering long-term relationships.
- Achieved high levels of customer satisfaction through empathetic listening and effective problem-solving skills.
- Contributed to a positive work environment by consistently demonstrating professionalism and teamwork.
- Exceeded call quality standards by adhering to company policies and procedures during all interactions.
- Mastered product knowledge to provide accurate information and recommendations to customers.
- Identified opportunities for process improvements, leading to increased team productivity and effectiveness.
- Handled high call volumes while remaining focused on providing outstanding service at all times.
Certified Medical Assistant
GrapeTree Medical Staffing
01.2023 - Current
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Collected and documented patient medical information such as blood pressure and weight.
- Conducted preliminary patient evaluations measuring weight, temperature and blood pressure.
- Taught patients about medications, procedures, and care plan instructions.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
Behavioral Health Assistant
Aya Healthcare
10.2022 - Current
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Communicated with clients to assess mental health needs and develop individualized treatment plans.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Implemented evidence-based therapeutic interventions to help clients manage mental health difficulties.
- Quickly identified problematic changes in patient behavior and progress by closely monitoring patients and keeping detailed records.
Trained Medication Aide
TLC Travel Nursing
01.2022 - Current
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
- Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
- Reviewed medication orders for accuracy and completeness before administering medication.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Monitored patient responses to medication to report adverse reactions quickly.
- Reviewed patient progress to document effects of any prescribed medication.
- Administered psychotropic medications and anxiety education to patients to provide mental health care.
Certified Nursing Assistant
Presbyterian Homes
06.2020 - Current
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients daily with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Helped to maintain patients independence.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
Personal Care Assistant
Accra Care
03.2017 - 01.2022
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted differently abled clients with dressing guidance, grooming, meal preparation, and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Transitioned clients from living at home to an assisted living community.
- Maintained positive relationships with the caregivers of the client for 4+ years.
Special Education Paraprofessional
Wayzata Public Schools
11.2017 - 06.2020
- Recognized as Employee of the month, May 2019.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Offered student support through special accommodations, extra assistance, and assessments.
- Interacted physically and verbally with students throughout each day.
- Maintained positive attitude and affirmatively communicated with each student.
- Consulted and collaborated with special education and regular education teachers daily.
Barista Shift Lead
Caribou Coffee
07.2016 - 01.2018
- Served customers quickly and efficiently and created strategies to prevent delays and in accordance with health codes and corporate standards.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Memorized ingredients and recipes for wide variety specialty drinks.
- Worked with money on registers daily to authorize returns and exchanges, and audit reports.
Spa Receptionist
The Marsh
02.2015 - 07.2016
- Created a positive first impression by greeting clients, walking them to the appropriate beauty station and alerting beauticians of their arrival.
- Consistently kept reception area clean and tidy and maintained presence at desk area.
- Trained new hires on new appointment scheduling, opening, closing duties, and generating and balancing daily revenue reports.
- Achieved specified sales targets by promoting special treatments, additional services, and products.
- Introduced new beauty products to consumers by informing clients about use and benefits.
- Teamed with custodial staff to manage club laundry and cleanliness.
Education
Trained Medication Administration Course
Zandu Health Initiative
Bloomington, MN01.2021
Early Childhood Special Education
Normandale Community College
Minneapolis, MN09.2014
Skills
- Time Management
- Task Prioritization
- Strong Communicator
- Interpersonal Skills
- Call center experience
- Self-Motivated
- Service Oriented
- Disciplined
- Quick Learner
- Collaborative
- Organization
Timeline
Call Specialist
Greater Twin Cities United Way
07.2023 - Current
Certified Medical Assistant
GrapeTree Medical Staffing
01.2023 - Current
Behavioral Health Assistant
Aya Healthcare
10.2022 - Current
Trained Medication Aide
TLC Travel Nursing
01.2022 - Current
Certified Nursing Assistant
Presbyterian Homes
06.2020 - Current
Special Education Paraprofessional
Wayzata Public Schools
11.2017 - 06.2020
Personal Care Assistant
Accra Care
03.2017 - 01.2022
Barista Shift Lead
Caribou Coffee
07.2016 - 01.2018
Spa Receptionist
The Marsh
02.2015 - 07.2016
Trained Medication Administration Course
Zandu Health Initiative
Early Childhood Special Education
Normandale Community College
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