Angela Martinez
Pharr,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Costumer Service
Adualmex
07.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Private Nurse
Self Employed Services
05.2021 - 11.2021
- Administered prescribed medication and treatment as permitted by state and local regulations in accordance with physician orders.
- Fostered strong relationships with clients and families to support comprehensive social, mental and physical care.
- Reported general, physical and mental condition of patients to support care initiatives.
- Documented patient assessment, evaluation and responses to therapy to facilitate therapeutic intervention.
- Secured controlled narcotics and distributed medication on schedule to meet patient needs and minimize misuse opportunities.
- Changed out tracheostomies, gastrostomy buttons and catheters regularly to prevent infection or other problems.
- Demonstrated clinical competence in administering care to support physician orders, nursing care plan and policies.
- Maintained open availability to rotate through on-call periods, night shifts and weekend visits.
- Educated clients and families to support wellness activities, self-care techniques and prevention strategies.
- Evaluated patient histories, complaints, and current symptoms.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
- Managed patients recovering from medical or surgical procedures.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Monitored patient reactions after administering medications and IV therapies.
- Performed triage on incoming patients and determined severity of injuries and illnesses.
- Performed frequent checks on life support equipment and made necessary adjustments to preserve optimal patient conditions.
Auxiliary Nurse
IMSS Hospital
01.2017 - 03.2020
- Trained [Number] new nurses on hospital policies and procedures, patient care protocols, medical procedures and patient interventions.
- Monitored patient reactions after administering medications and IV therapies.
- Provided skilled, timely and level-headed emergency response to critically-ill patients.
- Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care and rehabilitation.
- Managed patients recovering from medical or surgical procedures.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
- Equipped patients with tools and knowledge needed for speedy and sustained recovery.
- Conducted ongoing monitoring and evaluations of behaviors and conditions, and updated clinical supervisors with current information.
- Educated family members and caregivers on patient care instructions.
- Evaluated patient histories, complaints, and current symptoms.
- Worked with healthcare team to develop new dialysis treatment flow sheet and other log forms, improving clinical documentation and accountability.
- Participated in evidence-based practice project implementation, nursing competency development and nursing simulation activities.
- Observed and documented patient factors such as diets, physical activity levels and behaviors to understand conditions and effectively modify treatment plans.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
- Performed triage on incoming patients and determined severity of injuries and illnesses.
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
Education
Associate Degree in Nursing - Nursing
Esc. Enfermeria Dr. Jose Angel Cadena Y Cadena
Reynosa Tamaulipas12.2019
High School Diploma -
Preparatoria Jose De Escandon
Reynosa Tamaulipas10.2017
Skills
- Staff Training
- Sales Expertise
- Active Listening
- Microsoft PowerPoint
- Retail Sales Customer Service
- Credit Card Payment Processing
- Customer Relations
- Microsoft Excel
- Microsoft Word
- Call Triaging
- Customer Consulting
- Records Preparation
- Document Control
- Data Evaluation
- Managing Multiple Tasks
- Customer Relationship Management
- Conflict Mediation
- Multi-Line Phone Talent
- Multi-Line Telephone Operation
- Customer Service
- Problem-Solving Ability
- Quality Control
- Typing Proficiency
- Computer Proficiency
- Money Handling Abilities
- Medical Terminology Knowledge
- Research
- Prioritization
- Filing
- Grammar
- Spreadsheets
- Documentation
- Calendaring
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Costumer Service
Adualmex
07.2022 - 02.2023
Private Nurse
Self Employed Services
05.2021 - 11.2021
Auxiliary Nurse
IMSS Hospital
01.2017 - 03.2020
Associate Degree in Nursing - Nursing
Esc. Enfermeria Dr. Jose Angel Cadena Y Cadena
High School Diploma -
Preparatoria Jose De Escandon