Esmeralda Lubin
Orlando,FL
Summary
Adept at fostering patient safety and delivering exceptional customer care, I leveraged my technical proficiency and emotional intelligence at Advent Health Orlando Downtown to enhance patient experiences. My healthcare and customer service background, underpinned by a commitment to quality assurance and patient confidentiality, positions me as a valuable asset to any team. Compassionate healthcare professional focused on patient care, highly productive in fast-paced environments, and proficient at completing tasks efficiently. Specialized skills include vital signs monitoring, patient hygiene assistance, and medication administration. Excel in communication, empathy, and teamwork, ensuring optimal patient comfort and support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Nurse Technician PRN
Advent Health Orlando Downtown
10.2023 - 03.2024
- Assists in the delivery of patient care as a team member by performing patient care tasks under the direction of a registered nurse
- Performs properly and legibly documents and reports all procedures in accordance with department policy
- Participates in obtaining a nursing history
- Reports abnormalities to RN
- Assists in identifying needs and developing/modifying plan of care
- Performs treatments according to policy and procedure
- Provides patient care appropriate to age, mobility, acuity and culture
- Functions appropriately in clinical emergencies
- Participates in practice changes as a result of performance improvement activities
- Demonstrates accurate documentation and monitoring of activities as needed
- Supports quality standards and initiatives set by the department
- Follows CDC isolation guidelines, demonstrates appropriate use of PPE, performs handwashing according to policy and enforces safety regulations
- Exhibits desire to learn and upgrade skills
- Performs other duties as assigned or directed to ensure the smooth operation of the department or unit
Pharmacy Technician Customer Service Representative
Walgreens Call Center
03.2023 - 10.2023
- Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns
- Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction and retention
- Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions
- Escalate complex technical issues to appropriate internal teams for further investigation and resolution
- Foster a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors
Call Center Representative
TTEC USAA Bank
06.2021 - 07.2022
- Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis
- Utilize conflict resolution techniques to turn negative experiences into positive outcomes
- Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations
- Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence
Education
DEGREE -
CYPRESS CREEK HIGH SCHOOL
05.2021
Skills
- Excellent Communication
- Active Listening
- Conflict Resolution
- Stress Management
- Phone Operations
- Technical Proficiency
- Typing Speed & Accuracy
- Complex Problem Solving
- Knowledge of Policies and Procedures
- Interpersonal Skills
- Process Improvement
- Multi-tasking
- Emotional Intelligence
- Adaptability
- Time Management
- Customer Service
- Persuasive Speaking
- Product Knowledge
- Data Analysis
- Conflict Management
- Customer Care
- Computer Proficiency
- Quality Assurance
- Patient confidentiality
- Privacy and confidentiality
- Patient communication
- Patient motivation and encouragement
- Vital signs monitoring
- Vital signs recording
- Wrap and bandage changing
- Documentation
- Healthcare ethics
- Patient care
- Patient safety
- Patient feeding
Languages
English
Native/ Bilingual
Certification
- BLS CERTIFICATION
- MICROSOFT OUTLOOK
- MICROSOFT WORD
- MICROSOFT POWERPOINT
- MICROSOFT EXCEL
Timeline
Nurse Technician PRN
Advent Health Orlando Downtown
10.2023 - 03.2024
Pharmacy Technician Customer Service Representative
Walgreens Call Center
03.2023 - 10.2023
Call Center Representative
TTEC USAA Bank
06.2021 - 07.2022
- BLS CERTIFICATION
- MICROSOFT OUTLOOK
- MICROSOFT WORD
- MICROSOFT POWERPOINT
- MICROSOFT EXCEL
DEGREE -
CYPRESS CREEK HIGH SCHOOL
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