Jacqueline Palacio

Dependable employee establishes rapport and trust with patients and helps complete daily living tasks to enhance quality of life. Driven to prioritize individual needs with attention to important details. Valued as accommodating, kind-hearted team player dedicated to expanding knowledge and responsibilities.

Experienced in providing support to disabled clients, focusing on enhancing independence and well-being through personalized care plans. Demonstrated ability to administer medication as prescribed and maintain a safe, organized environment conducive to patient health. Skilled in crisis intervention techniques to de-escalate challenging situations while monitoring client progress and documenting health status changes for the care team.

Proven track record in customer service, effectively resolving inquiries and complaints by utilizing analytical skills to determine optimal resource allocation.

Direct Support Professional at PASCO, Personal Assistance Services of Colorado (2017-02 – Present)

• Assisted disabled clients to support independence and well-being
• Administered medication as directed by physician
• Maintained clean, safe, and well-organized patient environment
• Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters
• Monitored clients to assess and report physical and behavioral changes to supervisors
• Monitored progress and documented patient health status changes to keep care team updated
• Developed and implemented individualized care plans to meet individual needs of each client
• Recorded status and duties completed in logbooks for management

Customer Service Representative at WFS Worldwide Flight Services (2018-09 – 2019-02)

• Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources
• Developed customer service policies and procedures to meet and exceed industry service standards
• Investigated and resolved customer inquiries and complaints quickly
• Developed and updated databases to handle customer data
• Verified identification and travel documents to efficiently board passengers for on-time departure
• Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
• Used airline computer system to create airline tickets and boarding passes

Production Worker at OraLabs Inc (2016-08 – 2017-01)

• Used equipment properly to avoid workplace hazards or injuries
• Organized work to meet demanding production goals
• Supported machine operators in setup and operation of production equipment resulting in efficient runs
• Used problem-solving and issue-resolution skills to promptly and successfully address production problems

Customer Service Associate at AAFES Exchange Service (2015-03 – 2016-09)

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Answered customer telephone calls promptly to avoid on-hold wait times
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Provided product and service recommendations to guide customers on products to meet varying needs

Certificate in Cybersecurity – University of Colorado Denver (2022-11)

Certificate in CNA – Pacific College of Allied Health (2016-01)

High School Diploma – Aurora Central High School (2015-05)