Amber Rodrock
Summary
Dynamic and compassionate leader excelling in coaching and mentoring, and process improvement. Leveraged adaptability and relationship-building skills to enhance team performance and patient satisfaction. Achieved significant improvements in daily workflows, demonstrating a commitment to quality and efficiency.
Overview
12
12
years of professional experience
Work History
Certified Nursing Assistant
Abby Care
01.2023 - Current
- Participated in ongoing training opportunities to stay current on best practices in the field of certified nursing assistance.
- Participated in patient care planning meetings, providing valuable insights and suggestions for improving overall patient outcomes.
- Used critical thinking skills to effectively assess patient's unique needs and preferences while delivering personalized care solutions.
- Designed engaging sensory-based activities that promoted cognitive development and self-regulation among autistic individuals.
- Arranged medical and psychiatric tests to identify difficulties and indicate potential remedial approaches.
Home Manager/Therapeutic Foster Parent
Self-employeed
07.2022 - Current
- Served as an advocate for the children in my care during court proceedings, ensuring their voices were heard throughout the legal process.
- Managed challenging behavior through crisis intervention techniques while maintaining a calm demeanor under pressure situations.
- Participated in ongoing training programs to stay current on best practices for therapeutic foster parenting and enhance my skills as a caregiver.
- Managed household finances responsibly while meeting all requirements set forth by licensing agencies, maintaining stability in the home environment.
- Cared for medically fragile children in need of extensive support.
- Maintained detailed case histories, metrics and reports to meet strict standards.
Customer Service Supervisor
SCL Health
04.2019 - 07.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved patient satisfaction by addressing and resolving escalated issues promptly and professionally.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Streamlined call handling processes to improve response time and efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 15 employees.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Independent Sales Consultant
My Mini Casa
02.2018 - 04.2019
- Exceeded sales targets consistently by actively prospecting new leads and maintaining a high level of activity.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Managed client accounts effectively, addressing concerns promptly and ensuring repeat business opportunities.
- Achieved or exceeded company-defined sales quotas.
Home Manager/Therapeutic Foster Parent
Self-employeed
04.2016 - 02.2018
- Kept accounts, and regulatory paperwork current and accurate with diligent attention to administrative requirements.
- Managed financial aspects of the home, including budgeting, expense tracking, and vendor negotiations to optimize resources.
- Identified warning signs of emotional and developmental problems in children.
- Maintained open communication with caseworkers and support teams to ensure that the needs of each child were being met effectively.
- Maintained accurate records of foster children''s progress, including medical appointments, medications, school achievements, and behavioral issues.
- Advocated on behalf of each child in court hearings as necessary.
- Coordinated with therapists, counselors, and other professionals to create individualized plans for each child''s development.
- Worked with educational team to develop Individual Education Plans (IEPs) for students.
Member Services Team Lead
Kaiser Permanente
11.2012 - 04.2016
- Built strong relationships with clients by maintaining consistent follow-up and providing personalized support services tailored to their needs.
- Mentored staff members, empowering them with the skills needed to excel in their roles as Member Services Representatives.
- Coordinated with other departments to streamline information sharing, resulting in more efficient problem solving for members.
- Provided regular coaching and feedback to team members, fostering a culture of continuous improvement.
- Managed escalated customer concerns, ensuring timely resolution and positive outcomes.
- Ensured all team members adhered to quality standards, regularly monitoring performance against established benchmarks.
- Analyzed data trends in order to anticipate potential challenges or areas where additional resources may be required.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
Education
Certified Nursing Assistant -
Voyager Certified Nursing Assistant Program
Denver, CO01.2023
Associate of Applied Science - Cosmetology
Regency Beauty Institute
Lakewood, CO08.2009
High School Diploma -
Arvada High School
Arvada, CO06.2005
Skills
- Coaching and Mentoring
- Quality Improvement
- Daily workflow improvement
- Relationship Building
- Process Improvement
- Adaptability and Flexibility
- Talent Allocation
Timeline
Certified Nursing Assistant
Abby Care
01.2023 - Current
Home Manager/Therapeutic Foster Parent
Self-employeed
07.2022 - Current
Customer Service Supervisor
SCL Health
04.2019 - 07.2022
Independent Sales Consultant
My Mini Casa
02.2018 - 04.2019
Home Manager/Therapeutic Foster Parent
Self-employeed
04.2016 - 02.2018
Member Services Team Lead
Kaiser Permanente
11.2012 - 04.2016
Certified Nursing Assistant -
Voyager Certified Nursing Assistant Program
Associate of Applied Science - Cosmetology
Regency Beauty Institute
High School Diploma -
Arvada High School
Similar Profiles
Retta LambertRetta Lambert
Parent CNA at Abby CareParent CNA at Abby Care
Julia VanWagenenJulia VanWagenen
Community Outreach Specialist at Abby CareCommunity Outreach Specialist at Abby Care
Candelaria MaderaCandelaria Madera
CNA at Abby CareCNA at Abby Care