Giana Ortiz
Kissimmee,FL
Summary
Enthusiastic about delivering exceptional care to each patient. Always ready to learn new skills via academic and hands-on training. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships.
Overview
18
18
years of professional experience
Work History
Charge Nurse, Medical Surgical Telemetry
HCA Healthcare - UCF Lake Nona Hospital
03.2022 - Current
- Coordinated and performed patient admissions, transfers and discharges.
- Built and maintained strong working relationships between nursing department and other disciplines.
- Distributed assignments to RNs, LPNs and resident advisors, guided work and delivered training to promote proper care standards for patients.
- Reviewed staffing patterns and census of nursing units, meeting staffing needs and budgetary controls.
Registered Nurse, Medical-Surgical Telemetry
HCA Healthcare - UCF Lake Nona Hospital
09.2021 - 02.2022
- Advocate for patient needs by thoughtfully addressing their concerns
- Reported any new symptoms or patient concerns to physicians
- Administer medication to patients
- Assessed and prepared patients for procedures, performing initial and ongoing patient assessments.
- Trained and mentored new RNs on best practices, hospital policies and standards of care.
Credit and Collections Manager
AT&T
08.2016 - 06.2019
- Kept team on-track and effective by monitoring daily productivity numbers and proactively adjusting strategies
- Improved customer service by working closely with staff and fellow managers to identify and resolve service problems
- Helped customers get back on top of payment demands by setting up accommodating plans
- Maintained 90% collection rate team-wide through proper staff training and management.
Assistant Store Manager
AT&T
11.2013 - 07.2016
- Kept optimal inventory levels to control costs while keeping store ready for expected demands
- Led by example to inspire team members through high-quality performance, collaboration, and teamwork
- Maximized coverage for operations needs through effective scheduling and assignment delegation
- Oversaw 40+ employees, handling training, performance monitoring, and disciplinary actions
- Resolved escalated customer service issues by coordinating solutions between sales and operations teams.
Sales Support Representative
AT&T
07.2011 - 10.2013
- Delivered regular updates to manager, documenting activities, events, and initiatives in assigned areas
- Captured consistent customer sales with friendly, knowledgeable support
- Facilitated store orders, transactions, and conflict resolutions by liaising between stores and main offices
- Maintained customer satisfaction, quickly resolving issues and offering expert assistance
Credit and Collections Representative
AT&T
09.2005 - 06.2011
- Helped resolve outstanding debts and secure payment arrangements with expert negotiation skills
- Handled administrative tasks expertly, including updating accounts and producing professional business correspondence
- Educated customers about the terms of contracts and payment requirements
- Consulted compassionately with customers to understand reasons for delinquency and develop collaborative payment solutions
Education
Master of Science - Family Practice Nurse Practitioner
Herzing University
Online12.2024
Bachelor of Science - Nursing
Herzing University
Orlando, Florida04.2021
MBA - Human Resources Management
Strayer University
Orlando, Florida03.2016
Bachelor of Science - Health Services Administration
University of Central Florida
Orlando, FL12.2012
Skills
- Mentoring and Coaching
- Nursing Care Coordination
- Licensed RN
- Rapport Building
- Team Leadership
- Care Coordination
Languages
Spanish
Native or Bilingual
Timeline
Charge Nurse, Medical Surgical Telemetry
HCA Healthcare - UCF Lake Nona Hospital
03.2022 - Current
Registered Nurse, Medical-Surgical Telemetry
HCA Healthcare - UCF Lake Nona Hospital
09.2021 - 02.2022
Credit and Collections Manager
AT&T
08.2016 - 06.2019
Assistant Store Manager
AT&T
11.2013 - 07.2016
Sales Support Representative
AT&T
07.2011 - 10.2013
Credit and Collections Representative
AT&T
09.2005 - 06.2011
Master of Science - Family Practice Nurse Practitioner
Herzing University
Bachelor of Science - Nursing
Herzing University
MBA - Human Resources Management
Strayer University
Bachelor of Science - Health Services Administration
University of Central Florida
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