Meredith Ray

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving customer concerns.
• 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.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual needs.
• responds to a high volume of inbound calls, handling service requests, billing explanations, service and energy conservation advice, and explaining company policies and procedures. This position is train from home and work from home.

• Followed all relevant traffic laws and safety regulations.
• Utilized GPS and other navigation tools to plan routes and stay on schedule.
• Achieved safe driving records by consistently following traffic rules and regulations.
• Delivered goods and products to customer on time and in excellent condition.
• Maintained professional and friendly demeanor during deliveries to uphold company reputation.
• Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.

• Creating activities calendar and day training daily schedule for staff and individuals to follow monthly.
• Followed up on scheduled events daily to ensure schedule is followed and making any necessary changes due to change in weather or being short staffed.
• Reviewing and signing off on employees time sheets and sending to payroll.
• Approving time off ensuring proper paperwork is completed.
• Teaching a weekly art class and helping when needed with other scheduled activities such as cooking, exercise, community outings, games, cookouts , living skills, music, spa day ect. and changes and bathroom assist for adults with intellectual and developmental disabilities.
• Keeping track of billing units for each individual, calculating number of units and filling out spreadsheets for billing.
• Maintaining receipts and tracking balance of activity money for each individual.
• Reviewing monthly notes maintained by staff to ensure individuals are following individual support plans put in place suited for each individual's needs. After reviewing monthly notes, sending paperwork to case managers and directors and uploading into each individual's file.
• Updating paperwork to reflect current plans. Reviewing Med documentation to ensure script are up to date.
• That all meds are available and correctly given. Documenting any mistakes, fillingout proper paperwork and making all notifications.
• Ran and documented quarterly fire and tornado drills.
• Purchased supplies needed for cleaning and other activities.
• Maintained updated paperwork and individual support plans through meetings and e-mail with other agencies and case managers.
• Driving the van transporting individuals morning and afternoon.

• Maintained a clean and organized workspace to facilitate efficient mail handling processes.
• Followed safety protocols while handling and sorting mail for personal safety purposes.
• Maintained high level of confidentiality with mail items in line with regulations.
• Adhered to all relevant federal, state and organizational regulations concerning mail handling procedures, ensuring compliance at all times.
• Safeguarded confidential information through diligent adherence to security protocols while handling sensitive documents or packages.

I started with Rescare in July of 2002 as a Direct Support Professional in the Adult Day Training Program caring for adults with intellectual and developmental disabilities in a day program setting assisting individuals with completing objectives to reach desired outcomes. Assisting individuals with staying on schedule and routine while attending ADT. Preparing lunches, helping individuals who need restroom assistance. Assisting individuals while participating in other activities, using writing skills, math skills, sensory group, crafts and art activities. making a monthly calendar and assigning group activities to staff. Tracking and calculating billing units. Completing daily and monthly paperwork. Assisting individuals in cleaning ADT.

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Beginning December 5th of 2005 I changed positions within Rescare from a Direct Support Professional to a One on One Direct support professional with an individual for 6 years. I worked one on one with a client assisting in her daily life. I kept track of medication administration and documentation for the individual supported Assisting individual one on one with behavioral issues. Assistshopping , laundry, budgeting allowance to purchase items of her choice. Simple math and writing skills. Art projects coloring and painting. Assist in staying in contact with her sister. Making phone calls and sending cards and letters. completing daily and monthly paperwork. Doctors appointments and meetings to make any changes and review any updated plans.

In April of 2012 I was promoted to Quality Assurance Coordinator.

• Coordinating training schedule newly hired employees tocomplete training required by the state and Rescare before independent function. Coordinating training schedules for current employees to complete annual training required by the state and Rescare. Corresponding through email, phone calls and memos with staff to ensure training is complete. Requesting new computer accounts for College of Direct Supports training required by the state. Once an account is created, assigning training , reviewing, and printing transcripts and filing in training files once completed. Reviewing training files. Certified to train staff in CPR and First Aid, Safe Crisis Management, Crisis Prevention And Intervention, and Incident Management. Completing spreadsheets for tracking training. Drug testing new hires and doing random test when necessary. Some experience in background checks.

Incident Management

• Coordinating the incident process, Reviewing reports for complete information and proper forms and notifications. Sending reports to case managers, supervisors, guardians, once completed. Reading. correcting, approving,and writing follow up reports to the incidents. sending completed follow ups to the case managers, state and guardians. Once completed, organizeand prepare for the incident reviewing committee. File reports.
• Med Error and Inventory
• Assist med tech and nurse in reviewing errors and implementingways to help prevent future errors. Logging medication errors and sending med inventory reports to the state.
• Investigations
• Interviewing staff and individuals involved in any incidentrequiring an investigation. Writing an investigation report and follow up. Send reports to the state, case manager, and guardian once completed.