Summary
Overview
Work History
Education
Skills
Jobrelatedtraining
Additionalskills
Desiredlocations
Availability
Languages
Awards
References
Timeline
Generic

Joshua Lukacovic

San Antonio,United States

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

10
10
years of professional experience

Work History

PSA (GSA and GSC Spirit)

G-2 Secure Staff
San Antonio, TX
03.2024 - Current
  • Passengers Service Agent: G-2 Secure Staff under contract for Spirit Airlines at San Antonio International Airport.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Identified needs of customers promptly and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked effectively in team environments to make the workplace more productive.
  • Operated equipment and machinery according to safety guidelines.
  • Assisted passengers with boarding and disembarking procedures.
  • Assisted disabled passengers by helping them move around the cabin safely.
  • Responded to customer complaints promptly in an effort to ensure satisfaction.
  • Made announcements over PA systems regarding flight progress or any changes in plans due to weather or other conditions.
  • Resolved conflicts between passengers arising from seating arrangements or personal issues.
  • Greeted passengers and provided them with information regarding the flight.
  • Checked documents such as passports and visas of international travelers prior to departure.
  • Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
  • Enforced FAA and airline rules with passengers.
  • Helped passengers feel comfortable by providing requested items and answering questions.
  • Scanned tickets from passengers and welcomed aboard.

Quality Assurance Chief

Defense Health Agency
Fort Sam Houston, TX
02.2021 - 03.2024
  • Oversees day-to-day quality assurance operations within Standard and Evaluation and management of Training Evaluators.
  • Conducted periodic audits of production processes to identify opportunities for improvement.
  • Investigated customer complaints regarding product defects or inconsistencies.
  • Monitored performance of personnel and equipment to ensure compliance with established quality standards.
  • Conducted root cause analysis of non-conforming products or services.
  • Reviewed existing documentation such as work instructions, test protocols, technical drawings.
  • Provided guidance on process improvements, risk management and corrective action plans.
  • Developed and implemented quality assurance policies, procedures and standards to ensure product quality.
  • Maintained up-to-date records of inspection activities including test results, corrective actions taken.
  • Analyzed customer feedback data to identify areas where additional quality control measures were needed.
  • Prepared detailed reports on inspection results, trends and recommendations for continuous improvement initiatives.
  • Reviewed current standards and policies.
  • Established procedures and quality standards.
  • Established quality metrics and benchmarks to measure performance and guide strategic decision-making.
  • Updated and maintained documentation related to quality assurance processes, procedures, and reports to ensure regulatory compliance.
  • Created, edited, and updated project manuals and technical documentation used by entire QA team.
  • Trained and mentored quality assurance staff, enhancing their skills and knowledge in quality standards and best practices.
  • Supervised and guided inspectors, technicians, and other staff.
  • Kept records of quality reports and statistical reviews.

5th Marine Regiment Clinic Supervisor

First Marine Division
Camp Pendleton, CA
12.2017 - 01.2021
  • Supervised and managed 267 staff in the daily Health Services Support operations at the San Mateo Clinic.
  • Participated in regular meetings with senior leadership team members to discuss progress towards organizational goals.
  • Monitored inventory levels of supplies and equipment, ordering additional items as needed.
  • Responded promptly to inquiries from patients or their families regarding health issues or treatment options.
  • Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
  • Directed, supervised and evaluated medical, clerical or maintenance personnel.
  • Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
  • Explained policies, procedures and services to patients.
  • Communicated with patients with compassion while keeping medical information private.
  • Led quality improvement projects to enhance clinical outcomes and patient experiences.
  • Oversaw daily clinic operations, ensuring efficient patient flow and high-quality care.
  • Collaborated with healthcare professionals to develop and expand clinic services.
  • Maintained a safe and clean environment in compliance with health and safety standards.
  • Managed a team of healthcare professionals, including hiring, training, and performance evaluations.
  • Addressed operational issues promptly to minimize impact on clinic services.
  • Led staff meetings to communicate updates, gather feedback, and discuss strategies.
  • Supervised internal and external communications by answering queries and complaints.
  • Ensured clinic compliance with federal, state, and local healthcare regulations.
  • Coordinated with medical staff to ensure adherence to clinical protocols and patient satisfaction.
  • Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
  • Interacted with patients, asked appropriate questions and listened carefully to deliver high level of clinical care.
  • Implemented strategies to improve efficiency across all clinical departments.
  • Conducted periodic performance reviews for staff members, identifying areas for improvement and providing guidance on career development opportunities.
  • Developed policies and procedures to ensure compliance with federal, state, and local regulations.
  • Supervised medical staff in providing quality patient care services and ensured adherence to safety protocols.

Directorate for Nursing Services Supervisor

Naval Hospital Twenty-Nine Palms
Twentynine Palms, CA
12.2014 - 12.2017
  • Supervised and mentored 49 medical staff in the daily operations of two inpatient hospital wards.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained positive working relationship with fellow staff and management.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Coordinated with other department supervisors to ensure smooth workflow and project alignment.
  • Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
  • Led weekly team meetings to discuss progress, address issues, and plan future actions.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Identified opportunities for process improvements, leading to cost reductions and increased productivity.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Implemented quality control measures, significantly reducing error rates.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Trained new employees on company policies, job duties, and performance expectations.

Education

Bachelor's degree -

Grand Canyon University

Associate's degree - Health Science

American Military University

Skills

  • Quality Assurance Controls
  • Process Improvement
  • Line Management
  • Motivating Teams
  • Influencing Others
  • Operations Management
  • Data Analytics
  • Staff Management
  • Training and mentoring
  • Process Monitoring and Improvement
  • Staff Discipline
  • Staff Development
  • Team building
  • Problem-solving abilities
  • Decision-Making
  • Time Management
  • Professionalism
  • Program Evaluation
  • Experience in leadership
  • Attention to Detail
  • Curriculum Planning
  • Lesson Planning
  • Training initiatives
  • Presentations and demonstrations
  • Learning Styles
  • Train-the-Trainer
  • Focus Group Coordination
  • Clinical Supervision
  • Patient Safety
  • Staff Training and Development
  • Quality Improvement
  • Managed Care
  • Healthcare compliance
  • Healthcare Policy
  • Employee Work Scheduling
  • Employee Supervision
  • Goal Setting

Jobrelatedtraining

  • Ground Security Coordinator-Jun 2024
  • Guest Service Agent- Mar 2024
  • Analysis, Design, Development, Implementation, and Evaluation Model -Aug 2023
  • Combat Casualty Care Course/Tactical Combat Casualty Care /Pre-Hospital Trauma Life Support Instructor-May 2021
  • Certified Instructor-Feb 2021
  • Lean Six-Sigma Green Belt-Apr 2016

Additionalskills

Microsoft Office: Word, PowerPoint, Excel, Outlook, Publish Remote collaboration: Zoom, Microsoft Teams, Google Meet, Google Docs/Sheets Lean Six-Sigma Green Belt ADDIE Model Methodology Qualified Instructor

Desiredlocations

San Antonio, Texas, United States

Availability

Permanent, Full-time

Languages

Sign Languages, Intermediate

Awards

  • First Marine Division: Navy and Marine Corps Achievement Medal
  • Naval Hospital Twenty-Nine Palms: Navy and Marine Corps Achievement Medal, Military Outstanding Volunteer Service Medal
  • Second Marine Division: Navy and Marine Corps Achievement Medal x2, Employee of the Quarter
  • Naval Hospital Twenty-Nine Palms: 1st Qtr 2017, 3rd Qtr 2017, 3rd Qtr 2016

References

  • Alberto Ramos, 530-321-0206
  • Austin O'Kelly, 912-660-6051
  • Terrence Young, 915-241-4488

Timeline

PSA (GSA and GSC Spirit)

G-2 Secure Staff
03.2024 - Current

Quality Assurance Chief

Defense Health Agency
02.2021 - 03.2024

5th Marine Regiment Clinic Supervisor

First Marine Division
12.2017 - 01.2021

Directorate for Nursing Services Supervisor

Naval Hospital Twenty-Nine Palms
12.2014 - 12.2017

Bachelor's degree -

Grand Canyon University

Associate's degree - Health Science

American Military University

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Joshua Lukacovic