Courtney L Corona

Coaching Specialist |2022 – Present.

• Mentor and coach customer service agents to improve call quality, compliance, and overall customer satisfaction.
• Deliver training on procedures and compliance standards to safeguard customer data, and uphold company policies.
• Partner with leadership to design and implement motivational initiatives—such as contests, gamified incentives, and recognition programs—that boost team engagement and performance.

Customer Service Agent / Banking and Wires Specialist | 2017 – 2022

• Provided personalized solutions to address customer inquiries and financial needs, driving positive customer experiences.
• Processed banking and wire transfers with a high degree of accuracy, ensuring compliance with regulatory requirements.
• Supported team culture and morale by organizing and contributing to engagement activities that enhanced performance and customer satisfaction.

• Delivered high-quality patient care across multiple facilities, filling staffing gaps, and supporting clinical teams during critical shortages.
• Assisted patients with daily living activities, surgical preparation, and post-procedure recovery, while monitoring and documenting vital signs.

• Oversaw CNA staffing, scheduling, and training to ensure consistent delivery of quality patient care.
• Provided direct patient care during staffing shortages, ensuring uninterrupted coverage and support.
• Conducted performance evaluations, delivered feedback, and administered disciplinary actions to maintain compliance and performance standards.

• Checked patients' vitals and blood sugar, monitored heart rate and rhythm, reported to the nurses every hour, admitted and discharged patients from the unit, and put orders into the computer.
• Monitored cardiac rhythms, oxygen levels, and vital signs, promptly reporting critical changes to the nursing staff.
• Responded to emergency telemetry alerts, supporting rapid intervention and improved patient outcomes.
• Coordinated unit operations, including patient admissions, discharges, and medical record management, ensure accuracy and compliance with hospital standards.
• Coordinated unit operations, including patient admissions, discharges, and medical record management, ensuring accuracy and compliance with hospital standards.

• Assisted with community development and outreach initiatives, supporting education, health, and economic programs.
• Collaborated with diverse teams to deliver resources and training to underserved populations.
• Gained cross-cultural communication and leadership experience through hands-on service projects.

• Assisted local staff and volunteers in the orphanage by delivering resources and direct support to underserved populations.
• Gained cultural awareness and appreciation for diverse perspectives through immersive, hands-on service work in underserved communities.
• Worked one-on-one with children to support academic progress, providing individualized attention and encouragement to help each child feel valued and recognized.