Angelica Brown
Highland,CA
Summary
Energetic Customer Service Representative with over 15 years assisting medical personnel with patient care. Maintained effective working relationships with medical staff, technicians and vendors. Demonstrated positive attitude with high energy.
Overview
7
7
years of professional experience
Work History
Reception Services
Kaiser Permanente
11.2023 - Current
- Assist members and patients through the registration process.
- Practice proper cash handling and reconciliation processes in accordance with established policies and guidelines.
- Focus on member and patient needs.
- Develop and sustain productive member/patient relationships.
- Actively seek information to understand member/patient circumstances, problems, expectations, and needs.
- Establish and build rapport and cooperative relationships with the public, members, and staff.
- Promptly meet member/patient needs and resolve problems using good judgment. All while implementing Kaiser Permanente policies.
Reception Services
Kaiser Permanente
09.2017 - 11.2022
- Assist members and patients through the registration process.
- Practice proper cash handling and reconciliation processes in accordance with established policies and guidelines.
- Focus on member and patient needs.
- Develop and sustains productive member/patient relationships.
- Actively seek information to understand member/patient circumstances, problems, expectations, and needs.
- Establish and build rapport and cooperative relationships with the public, members, and staff.
- Promptly meet member/patient needs and resolve problems using good judgment. All while implementing Kaiser Permanente policies.
Environmental Services Supervisor
San Manuel Casino
10.2019 - 11.2020
- Streamlined workflow processes for increased efficiency in managing daily cleaning operations across multiple facilities.
- Increased staff productivity through effective scheduling, performance evaluations, and continuous feedback.
- Guaranteed timely completion of tasks with strict adherence to established quality standards.
- Fostered a positive work environment by addressing employee concerns and providing opportunities for professional development.
- Collaborated with other department supervisors to ensure seamless coordination of services across the organization.
- Achieved high customer satisfaction ratings by consistently meeting or exceeding expectations for cleanliness and appearance of facilities.
- Organized team meetings to discuss goals, progress updates, challenges faced during projects or tasks assigned.
- Established strong relationships with clients by promptly addressing their concerns related to service levels or operational issues.
- Ensured prompt resolution of any internal conflicts within the team leading to better overall morale among staff members.
- Conducted regular performance reviews with staff members, providing constructive feedback to help them grow professionally and achieve their goals.
- Supervised and directed daily work of team of 13-20 sanitation personnel.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
Environmental Services
Kaiser Permanente
09.2016 - 09.2017
- Maintains floor & other surfaces by independently operating, electric washing, stripping, waxing, polishing, & vacuuming equipment, making adjustments to control & operation techniques to obtain optimum results.
- Performed all general cleaning duties in assigned work area such as offices, lobbies, lounges, restrooms, examination rooms, patient rooms, & special procedure rooms by dusting, sweeping, scrubbing, mopping, & vacuuming using approved procedures, materials & equipment.
- Inspected assigned area to ensure compliance with department standards; assure security; report deficiencies.
- Replenished dispensers for such items as soap, hand towels, toilet tissue, & toilet seat covers in assigned area.
- Properly disposed of all refuse generated such as paper, needles, syringe IV tubing, glass, isolated trash, & other items by depositing in appropriate receptacles through specified procedures.
- Transports & disposes of soiled linen in proper areas through approved methods.
- Cleaned & maintains all receptacles & replaces w/ proper size, type, & color of plastic liners as needed.
- Moved equipment/furniture; remove & hang drapes & cubicle curtains.
Education
Surgical Technology
Concord Career College
San Bernardino, CA10.2015
Skills
- Client Relationship Building
- Customer service excellence
- Telephone etiquette
- Empathy and understanding
- Project coordination
- Effective communication
- Time management
- Written communication
- Organizational skills
Languages
Spanish
Native or Bilingual
References
References available upon request.
Timeline
Reception Services
Kaiser Permanente
11.2023 - Current
Environmental Services Supervisor
San Manuel Casino
10.2019 - 11.2020
Reception Services
Kaiser Permanente
09.2017 - 11.2022
Environmental Services
Kaiser Permanente
09.2016 - 09.2017
Surgical Technology
Concord Career College