Cecilia Ochoa
Pasco
Summary
Customer-focused healthcare and service professional with 15+ years of experience supporting clients and patients across healthcare, education, call center, and administrative environments. Currently working as a Hemodialysis Technician, providing hands-on patient care in fast-paced clinical settings. Recognized for strong communication, empathy, and problem-solving skills, with experience supporting diverse populations, including individuals with special needs. Passionate about the healthcare field and the many opportunities it offers for continuous learning, professional growth, and meaningful patient impact.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
HEMODIALYSIS PATIENT CARE TECHNICIAN
Davita
Pasco
06.2025 - Current
- Collected and documented pre- and post-dialysis vital signs, weights, patient symptoms, and reported concerns to support safe and effective treatments.
- Assessed and monitored vascular access sites, including AV fistulas, grafts, and CVCs, identifying and promptly reporting signs of complications or infection.
- Performed cannulation of AV fistulas, grafts, and CVCs using aseptic technique to minimize infection risk and ensure treatment efficiency.
- Collected monthly laboratory samples and prepared specimens for routine and special testing, maintaining accuracy and proper patient identification.
- Set up, calibrated, operated, and disinfected hemodialysis machines before, during, and after treatments in accordance with safety and infection control protocols.
- Managed care for 5–10+ patients simultaneously in a high-paced dialysis environment while maintaining patient safety and treatment accuracy.
- Administered prescribed medications, including heparin and local anesthetics, under RN supervision and within regulatory guidelines.
- Monitored patients throughout dialysis sessions for adverse reactions or emergencies, responding calmly and escalating concerns to nursing staff as needed.
- Communicated clearly and compassionately with patients, addressing concerns and guiding them to appropriate resources for transportation, chair time, mental health, housing, physician coordination, and social work needs.
- Collaborated closely with nurses, technicians, and interdisciplinary team members, demonstrating strong communication skills and a team-oriented approach to patient care.
- Assisted coworkers as needed to ensure patients were initiated on time and received full treatment durations.
- Demonstrated flexibility and reliability by working any shift as needed and providing coverage to support uninterrupted clinic operations.
- Maintained accurate electronic and paper documentation of treatments, vital signs, patient symptoms, and observations in compliance with facility and regulatory standards.
- Adhered to strict infection control procedures and CDC guidelines, ensuring a safe environment for patients and staff.
ECAP LEAD TEACHER
ESD 123
Pasco
11.2024 - 05.2025
- Established and maintained strong, collaborative relationships with parents, students, ESD staff, and school district personnel to support student development and classroom success.
- Fostered active parent engagement through consistent communication, including home visits, parent-teacher conferences, IEP meetings, and daily drop-off/pick-up interactions.
- Designed and implemented developmentally appropriate lesson plans, classroom activities, and assessments aligned with learning objectives and developmental milestones.
- Evaluated and documented student progress using observational assessments and developmental checklists to inform instruction and track growth.
- Actively engaged with students during classroom routines—including free play, floor time, meals, and structured activities—promoting social, emotional, and behavioral development.
- Conducted student assessments and collaborated with families and specialists to implement individualized support plans and facilitate referrals when needed.
- Managed classroom environment, ensuring it was safe, welcoming, and developmentally supportive, including ordering and organizing materials and supplies.
- Performed administrative responsibilities such as tracking attendance, maintaining student records, documenting progress, and communicating with families.
- Mentored and supported classroom staff and aides, fostering a collaborative team environment and promoting best practices in early childhood education.
SR. SOCIAL MEDIA SPECIALIST
Amazon.com
Kennewick
11.2014 - 01.2022
- Assisted customers across multiple countries—including the United States, Canada, India, and the UK—with questions, concerns, and issues, ensuring positive engagement and satisfaction.
- Quickly learned and applied regional policies and procedures to provide accurate support while maintaining compliance and service quality.
- Identified and reported situations with potential to impact brand reputation, escalating issues to the appropriate teams to ensure timely resolution and protection of brand integrity.
- Reported and escalated customer issues, system outages, and potential brand-impacting situations to the appropriate teams, ensuring swift resolution.
- Followed up with customers to confirm reported issues were fully resolved, maintaining trust and high levels of satisfaction.
- Worked multiple shifts and overtime as needed, assisting other associates and mentoring new team members to ensure smooth operations and high-quality customer support.
- Collaborated with cross-functional teams to address complex customer concerns and ensure timely, accurate responses.
- Maintained professional, clear, and empathetic communication with customers, building positive relationships and fostering loyalty.
LANCÔME BEAUTY ADVISOR
Macy's
Kennewick
08.2013 - 01.2015
- Provided personalized, face-to-face service to clients, assisting with product selection, addressing concerns, and ensuring a positive luxury experience.
- Scheduled and managed client appointments, maintaining an organized calendar to provide timely and seamless service.
- Followed up with clients to confirm satisfaction, offer additional guidance, and foster long-term loyalty.
- Maintained detailed records of client purchases and preferences to tailor future recommendations and enhance the customer experience.
- Built and nurtured strong client relationships through attentive service, personalized product suggestions, and ongoing engagement.
- Worked multiple shifts and overtime as needed, supporting colleagues and mentoring new associates to maintain high-quality service standards.
- Stayed current on product knowledge, prestige brand training, and emerging beauty trends to provide expert guidance and maintain a competitive edge.
BUSINESS CUSTOMER SUPPORT
Fusion Contact Center
Santa Maria
06.2009 - 10.2012
- Managed a high volume of incoming calls related to the company's telephone system, providing efficient and effective support to business clients.
- Assisted customers with troubleshooting technical issues, ensuring timely resolution, and escalated complex matters to higher-level support as needed.
- Updated customer accounts, processed billing inquiries, and facilitated payment processing to maintain accurate records and provide seamless service.
- Assisted business clients with product setup, service inquiries, and technical guidance.
- Scheduled and managed client appointments and support sessions, maintaining an organized calendar to ensure timely service.
- Followed up with clients to confirm issues were resolved, provide guidance, and ensure ongoing satisfaction.
- Maintained detailed records of client configurations, service usage, and support history to streamline future assistance and optimize the client experience.
- Built and nurtured strong relationships with business clients through attentive service, proactive communication, and ongoing engagement.
- Identified and reported service disruptions, potential system issues, and situations impacting client satisfaction, escalating to the appropriate teams for timely resolution.
- Supported colleagues and mentored new team members to maintain high-quality service delivery.
- Played a key role in onboarding and training new employees, ensuring they were equipped to provide exceptional service and resolve customer issues independently.
- Stayed current on 8x8 platform updates, features, and emerging telecommunication trends to provide expert guidance and maintain service excellence.
Education
AAS - EARLY CHILDHOOD EDUCATION
Columbia Basin College
Pasco, WA08.2024
Medical Assistant -
Allan Hancock College
Santa Maria, CASkills
- Multi-tasking: Effectively manage multiple patients, tasks, and priorities in fast-paced healthcare environments
- Team Player: Collaborate seamlessly with nurses, technicians, and administrative staff to ensure smooth patient care
- Time Management: Prioritize responsibilities to maintain schedules, appointments, and treatment timelines
- Curriculum Development / Training: Design and implement training or educational programs for patients or staff as needed
- Communication Skills: Clearly convey instructions, updates, and information to patients, families, and healthcare teams
- Record Keeping: Maintain accurate patient charts, treatment logs, and medical documentation
- Account Updating: Manage patient accounts, billing inquiries, and insurance-related documentation
- Data Entry: Accurately enter and maintain patient information in electronic medical records (EMR)
- Computer Proficiency: Navigate EMR systems, scheduling software, and general office applications efficiently
Certification
CPR and First Aid Certified 2023
Accomplishments
Early Childhood Education Degree A.A.S. Graduated with Highest Honors
Timeline
HEMODIALYSIS PATIENT CARE TECHNICIAN
Davita
06.2025 - Current
ECAP LEAD TEACHER
ESD 123
11.2024 - 05.2025
SR. SOCIAL MEDIA SPECIALIST
Amazon.com
11.2014 - 01.2022
LANCÔME BEAUTY ADVISOR
Macy's
08.2013 - 01.2015
BUSINESS CUSTOMER SUPPORT
Fusion Contact Center
06.2009 - 10.2012
AAS - EARLY CHILDHOOD EDUCATION
Columbia Basin College
Medical Assistant -
Allan Hancock College