Beauregard Gonzales
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Patient Appointment Service Specialist - Team Lead
Mayo Clinic
12.2022 - Current
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Delivered new employee onboarding and training sessions.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Created in-depth training manual for all new employees.
- Communicated attendance and coverage/rotations to a team of 50+ schedulers.
- Monitored incoming call volumes and adjusted coverage as needing throughout the day.
- Triaged day-to-day questions from the team.
- Frontline for upset patients both over the phone and in person.
Patient Appointment Service Specialist
Mayo Clinic
01.2018 - 12.2022
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Provided exceptional customer service to patients, addressing inquiries and resolving issues related to scheduling.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Promoted a positive office culture through clear communication, collaboration, and mutual respect among team members during all aspects of appointment scheduling tasks.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Managed the Chemotherapy Unit calendar and scheduled last minute add-ons and work-ins needed.
- Developed a strong understanding of chemotherapy treatment plans.
Behavioral Health Technician
Alpine Villa LLC Home Care Facility
08.2019 - 10.2020
- Facilitated group therapy sessions, fostering a supportive environment for patients to share experiences and discuss coping strategies.
- Facilitated communication among residents, families, and staff to ensure accurate information sharing and collaborative care.
- Coordinated recreational activities for diverse groups of residents, promoting social interaction and mental stimulation.
- Promoted resident independence by encouraging self-care and decision-making skills.
- Provided personalized assistance to residents with daily tasks such as grooming, dressing, and meal preparation.
- Led staff meetings focused on discussing current issues within the group home setting or sharing updates on resident progress, enhancing team cohesion through open communication channels.
- Maintained detailed documentation of patient progress, enabling effective adjustments to treatment plans as needed.
- Assisted patients in developing individualized goals for recovery and provided ongoing support throughout the process.
Order Selector- Order Checker
Pepsi Bottling Company
07.2016 - 10.2017
- Improved order accuracy by diligently reviewing and verifying each picked item against the pick list.
- Enhanced warehouse efficiency through precise organization and effective space utilization for easy retrieval of items.
- Increased productivity by quickly locating and picking items using a handheld scanner for barcode verification.
- Safely operated heavy machinery, such as forklifts and pallet jacks, to transport picked orders to the packing area.
- Reduced errors in order fulfillment by conducting thorough quality checks before packing and shipping.
- Collaborated with team members to maintain a clean and organized work environment, ensuring optimal efficiency and safety.
- Assisted in inventory management by conducting regular cycle counts and updating stock records accordingly.
- Loaded shipments onto trucks with care, ensuring timely deliveries while minimizing damage to products during transit.
- Exceeded daily performance metrics by consistently meeting or surpassing established picking goals and standards.
- Contributed to overall warehouse success through proactive communication with supervisors regarding potential issues or areas for improvement.
Licensed Barber
Escandalo hair salon
10.2015 - 10.2016
- Enhanced customer satisfaction by providing personalized haircuts and styling services.
- Increased client retention through exceptional customer service and building rapport with patrons.
- Maintained a clean and hygienic work environment for the safety of clients and staff members.
- Collaborated with fellow barbers to provide consistent, high-quality services across the entire shop.
- Implemented time management strategies to optimize appointment scheduling and reduce client wait times.
- Managed inventory of products and tools, ensuring availability for all appointments and retail sales.
ATM/Debit Card Fraud Specialist
Bank Of America
10.2006 - 10.2015
- Reduced debit card fraud incidents by implementing effective monitoring strategies and identifying suspicious activities.
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
- Played a critical role in creating a positive work environment within the fraud department by fostering open communication, supporting professional development opportunities, and promoting teamwork.
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Analyzed transaction data to identify emerging trends in fraud tactics, enabling proactive response to potential threats.
- Conducted thorough reviews of flagged transactions, minimizing false positives and maintaining client trust.
- Maintained up-to-date knowledge of industry best practices and regulatory requirements, ensuring compliance at all times.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Managed high-risk accounts through continuous monitoring and timely intervention when necessary, minimizing losses due to fraudulent activities.
Education
No Degree - General Studies
Maricopa Community Colleges - Phoenix College
Phoenix, AZDiploma - General Studies
Camelback High School
Phoenix, AZ05.2004
Skills
- 10 Years of Customer Service
- Time Management
- Empathy and Compassion
- Decision Making
- Task Prioritization
- Interpersonal Skills
- Quality Assurance
- Adaptability and Flexibility
- Problem Solving
- Critical Thinking
- Training and Development
- Performance Monitoring
References
References upon request
Timeline
Patient Appointment Service Specialist - Team Lead
Mayo Clinic
12.2022 - Current
Behavioral Health Technician
Alpine Villa LLC Home Care Facility
08.2019 - 10.2020
Patient Appointment Service Specialist
Mayo Clinic
01.2018 - 12.2022
Order Selector- Order Checker
Pepsi Bottling Company
07.2016 - 10.2017
Licensed Barber
Escandalo hair salon
10.2015 - 10.2016
ATM/Debit Card Fraud Specialist
Bank Of America
10.2006 - 10.2015
No Degree - General Studies
Maricopa Community Colleges - Phoenix College
Diploma - General Studies
Camelback High School
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