ALEJANDRA SERNA

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Assisting member update application as needed and/or assisting members with changing health plans and PCPS.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Verifying members information and pulling up account information.
• Met customer call guidelines for service levels, handle time and productivity.

• Charting patients
• Being able to also communicate with office and nurses on any changes with patients.
• Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
• Participated in fun activities with patients to boost mood, improve overall memory and provide light entertainment.
• Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
• Helped patients effectively manage routine bathing, grooming and other hygiene needs.

Seasonal position worked Oct. 2019-Feb.2020 and Oct.2020-Feb.2021

• Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Maintained organized, presentable merchandise to drive continuous sales.
• Processed product returns and assisted customers with other selections.

• Diagnosed and document patient complaints by utilizing provided tools and asking diagnostic questions.
• Using teamwork to help patients quicker and more efficiently.
• Building bonds and relationships in small amounts of time to better help and understand patients.
• Allowing patients to freely express their wants and needs to help them accordingly.
• Collecting information for desired meals, passing trays and picking trays up at dinner time.
• Throwing out trash and putting soiled laundry in laundry room.
• Obtained client medical history, including medication information, symptoms and allergies.
• Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.

• Job duties included greeting and welcoming customers
• Assisting customers with choosing packages to purchase for their family needs and to promote sales for company.
• Cashiering
• Opening and closing front of store
• Interacting and assisting customer with help through their visit
• Restocked, arranged and organized merchandise in front lanes to drive product sales.
• Mentored new team members on POS system operation, customer service strategies and sales goals.
• Answered questions about store policies and concerns to support positive customer experiences.