Adrian Caluya
Houston
Summary
Highly motivated and empathetic customer experience professional with over 5 years of combined experience in healthcare, retail management, and client relations. Adept at delivering world-class service, resolving complex issues with efficiency, and cultivating strong customer loyalty. Possesses strong critical thinking, problem-solving, and cross-functional collaboration skills. Passionate about fostering positive guest experiences and excelling in dynamic, fast-paced environments.
Overview
8
8
years of professional experience
Work History
Certified Clinical Hemodialysis Technician III
Fresenius Medical Care
08.2017 - Current
- Provide patient-centered care, clearly communicating treatment plans and demonstrating empathy.
- Act as a preceptor, effectively training and mentoring new hires on procedures and customer service best practices.
- Manage patient concerns and resolve issues promptly, fostering trust and satisfaction.
- Collaborate with interdisciplinary teams to identify trends and implement process improvements.
- Deliver consistent, quality service while educating patients and addressing questions with compassion.
- Precept new teammates, providing hands-on coaching and support to enhance their skills.
- Identify workflow inefficiencies and propose solutions to leadership, significantly enhancing patient experience.
- Maintain high compliance and accuracy in all patient interactions and records.
Department Lead / Sales Associate
Saint Bernard
11.2022 - 11.2023
- Achieved $1.3M in annual sales, ranking as the top footwear associate company-wide.
- Delivered exceptional customer service by understanding client needs and offering tailored solutions.
- Built long-term relationships with clients through consistent follow-up and effective problem resolution.
- Trained new team members to maintain service excellence and uphold brand standards.
Assistant Store Manager
Tennis Express
01.2020 - 01.2023
- Supervised daily retail operations and coached a team of associates to consistently meet customer service goals.
- Monitored customer interactions to ensure accurate product knowledge and a positive shopping experience.
- Handled escalated customer concerns with professionalism, providing effective and timely solutions.
- Provided real-time feedback and training to improve team agility and service outcomes.
Dual Hitter / Pharmacy Technician
Walgreens
01.2019 - 12.2019
- Assisted patients with prescription requests and insurance claims, ensuring accuracy and timeliness.
- Resolved customer concerns and provided expert guidance on over-the-counter solutions.
- Supported inventory management and collaborated with pharmacists on patient education initiatives.
Education
BSN -
Chamberlain University, College of Nursing
12-2026
Associate of Science - Biology
Lone Star Community College
12.2023
Diploma - undefined
George Bush High School
06.2017
Skills
- Customer Experience: Customer Service, Client Relations, Issue Resolution, Problem-Solving, Conflict Resolution, Empathy
- Leadership & Training: Training & Development, Team Leadership, Mentoring, Coaching, Performance Feedback
- Analytical & Operational: Critical Thinking, Analytical Thinking, Trend Identification, Process Improvement, Workflow Optimization, Inventory Management
- Technical & Communication: Communication (Verbal & Written), Cross-functional Collaboration, Outlook, Slack, Zoom, Zendesk (familiar), POS & Account Systems
Languages
Fluent in English & Tagalog
Timeline
Department Lead / Sales Associate
Saint Bernard
11.2022 - 11.2023
Assistant Store Manager
Tennis Express
01.2020 - 01.2023
Dual Hitter / Pharmacy Technician
Walgreens
01.2019 - 12.2019
Certified Clinical Hemodialysis Technician III
Fresenius Medical Care
08.2017 - Current
Associate of Science - Biology
Lone Star Community College
Diploma - undefined
George Bush High School
BSN -
Chamberlain University, College of Nursing