Adriana Calderon
York,PA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Arise Platform
01.2022 - Current
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
CNA
Colonial Manor
03.2001 - 10.2009
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
CNA
Inners Creek
07.2022 - 10.2023
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
Unit Secretary/CNA
SpirtiTrust Lutheran Services
01.2020 - 07.2022
- Enhanced patient care by efficiently managing medical records and promptly scheduling appointments.
- Streamlined unit operations by maintaining an organized filing system for easy access to patient information.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Improved unit workflow by effectively prioritizing tasks and collaborating with team members to complete assignments in a timely manner.
- Boosted staff morale through clear communication, professionalism, and collaboration in daily activities across various roles within hospital settings.
Front Desk Receptionist
York Housing Authority
09.2020 - 05.2022
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
Customer Service Representative
Rabbit Transit
03.2020 - 09.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Traumatic Brain Injury CNA
WellSpan Rehab And Surgery Hospital
02.2016 - 08.2019
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
CNA
Select Specialty Hospital
01.2011 - 08.2015
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Upheld infection control and prevention policies across different patient-facing areas.
- Delivered high-quality care acute patients in hospital facility.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
CNA
Manor Care North
11.2009 - 01.2011
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
CNA
Normandie Ridge
11.2009 - 01.2011
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZ02.2023
Diploma - Human Services in Criminal Justice
University of Phoenix
4035 S Riverpoint Pkwy, Phoenix, AZ 8504002.2023
Associate of Science - Criminal Justice
HACC
2010 Pennsylvania Ave, York, PA 1740405.2015
Nursing Assistant Certification Program - CNA
York County School of Technology
2179 S Queen St, York, PA 1740201.2001
Skills
- Data Entry
- Call Management
- Appointment Scheduling
- Information Security
- Data Collection
- Paperwork Processing
- ResolutionMulti-Line Phone Talent
- Call Triaging
- Call Center Operations
- Customer Relations
- Administrative Support
- Documentation
- Recordkeeping Strengths
- Problem Resolution
- Computer Proficiency
- Project Management Abilities
- Professional Telephone Demeanor
- Problem-Solving Abilities
- Clerical Support
- Microsoft Excel
- Filing
- Microsoft PowerPoint
- Customer Service
- Multitasking
- Follow-up Skills
- Reading Comprehension
- Office Equipment Proficiency
- Record Preparation
- Active Listening
- Quality Control
- Document Control
- Conflict Resolution
Languages
Spanish
Native or Bilingual
Timeline
CNA
Inners Creek
07.2022 - 10.2023
Customer Service Representative
Arise Platform
01.2022 - Current
Front Desk Receptionist
York Housing Authority
09.2020 - 05.2022
Customer Service Representative
Rabbit Transit
03.2020 - 09.2020
Unit Secretary/CNA
SpirtiTrust Lutheran Services
01.2020 - 07.2022
Traumatic Brain Injury CNA
WellSpan Rehab And Surgery Hospital
02.2016 - 08.2019
CNA
Select Specialty Hospital
01.2011 - 08.2015
CNA
Manor Care North
11.2009 - 01.2011
CNA
Normandie Ridge
11.2009 - 01.2011
CNA
Colonial Manor
03.2001 - 10.2009
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Diploma - Human Services in Criminal Justice
University of Phoenix
Associate of Science - Criminal Justice
HACC
Nursing Assistant Certification Program - CNA
York County School of Technology