Elsa Ochoa

• Developed individualized care plans in collaboration with healthcare professionals to address specific patient needs.
• Improved patient mobility through targeted exercise programs designed in conjunction with physical therapists.
• Facilitated seamless transitions between hospital and home settings by coordinating equipment delivery, therapy appointments, and follow-up care as needed.
• Ensured medication adherence for optimal health outcomes through accurate administration and careful monitoring.
• Enhanced patient comfort by providing compassionate and attentive care.
• Monitored vital signs and reported changes to medical staff, contributing to timely interventions and improved health outcomes.
• Provided emotional support for patients and families, fostering a positive home environment conducive to healing.
• Coordinated meal planning efforts based on dietary restrictions or preferences, ensuring proper nutrition intake for all assigned clients.
• Maintained a clean and safe environment for patients by adhering to infection control policies and performing routine housekeeping tasks as needed.
• Assisted patients with daily living activities, promoting independence and preserving dignity.
• Safeguarded patient privacy by maintaining strict confidentiality of personal information and adhering to HIPAA guidelines.
• Maintained detailed records of patient progress, ensuring accurate communication among healthcare providers and continuity of care across multiple visits.
• Performed wound care duties diligently, reducing risk of infection and accelerating the healing process.
• Addressed emergency situations promptly and effectively while adhering to established protocols for crisis intervention and escalation when necessary.
• Administered medication as directed by physician.
• Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
• Followed nutritional plans to prepare optimal meals.
• Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
• Provided assistance to clients by handling household cleaning duties, managing schedules, and transporting to and from medical appointments.
• Assisted disabled clients to support independence and well-being.
• Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
• Monitored progress and documented patient health status changes to keep care team updated.
• Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
• Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
• Cooked tasty, nourishing meals for patients to promote better nutrition.
• Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
• Completed household management tasks for clients within private home settings.
• Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
• Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
• Utilized universal precautions and infection control principles in all aspects of care.
• Constructed cognitively stimulating activities.
• Provided direct personal care and administrative services to clients.
• Scheduled and coordinated medical appointments.
• Communicated regularly with clients' families to provide updates on health and wellbeing.
• Transported clients for medical and personal outings.
• Administered medications in accordance with doctor's instructions.
• Improved patients' comfort with massage and application of topical treatments.
• Developed and implemented care plans for clients.
• Directed patients in simple prescribed exercises to assist with daily physical therapy routines.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
• Reduced response time for customer inquiries by streamlining communication processes.
• Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Collaborated with team members to create effective strategies for improving overall customer experience.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Provided primary customer support to internal and external customers.
• Maintained and managed customer files and databases.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Increased efficiency and team productivity by promoting operational best practices.
• Trained staff on operating procedures and company services.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Cross-trained and backed up other customer service managers.
• Delivered prompt service to prioritize customer needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Trained new personnel regarding company operations, policies and services.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

• Maintained a thorough knowledge of products and services to provide accurate information to customers.
• Contributed positively to the team dynamic by offering assistance to colleagues when needed and celebrating their successes.
• Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
• Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
• Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
• Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Reduced call resolution time through efficient problem-solving and communication skills.
• Documented and detailed calls and complaints using call center's CRM database.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Detailed payment options and explained price, receipt and billing details to customers.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Addressed customer account discrepancies and concerns.
• Approved and terminated customer contracts upon request.
• Generated customer service reports to track customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Processed debit and credit card and electronic check payments.
• Trained new personnel regarding company operations, policies and services.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded proactively and positively to rapid change.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Developed and updated databases to handle customer data.
• Investigated and resolved accounting, service and delivery concerns.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Trained staff on operating procedures and company services.
• Investigated and resolved customer inquiries and complaints quickly.

Worked 14 years in an office setting and (5) years at the call center setting taking service and outage calls.