Karen Lavernia
Publix
Miramar,FL
2
Languages
1
Certification
11
years of professional experience
Dedicated Customer Service Professional experienced in providing patient support and enhancing care delivery. Achieved improvements in patient satisfaction through effective communication and problem-solving skills while fostering a positive team environment. Committed to continuous learning and contributing to team success in fast-paced healthcare settings.
Work History
A&M Phlebotomy Training
3 Years 7 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Representative
8 Years 8 Months- Resolved customer inquiries and complaints, ensuring prompt and accurate service delivery.
- Educated customers on product features and promotions, enhancing overall shopping experience.
- Collaborated with team members to streamline checkout processes, improving operational efficiency.
- Trained new staff on customer service protocols and company policies to maintain service quality.
- Analyzed customer feedback to identify areas for improvement in service offerings and products.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Led team meetings focused on enhancing customer engagement strategies and addressing performance metrics.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Intern
7 Months- Collaborated with healthcare team to prepare exam rooms, improving overall patient experience.
- Assisted with patient intake and scheduling appointments to enhance workflow efficiency.
- Supported staff in maintaining accurate patient records using electronic health record systems.
- Processed insurance claims, ensuring compliance with relevant regulations and protocols.
- Engaged with patients and families to address inquiries, fostering a welcoming environment.
- Coordinated follow-up communications for patient care plans, promoting adherence and continuity of care.
- Participated in training sessions to stay updated on pediatric care practices and policies.
- Contributed to quality improvement initiatives by providing feedback on operational processes.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Analyzed problems and worked with teams to develop solutions.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Participated in workshops and presentations related to projects to gain knowledge.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
Teacher's Assistant
3 Years 2 Months- Fostered student engagement through interactive learning techniques and individualized support strategies.
- Developed positive relationships with students, promoting a safe and inclusive learning environment.
- Collaborated with teachers to assess student progress and adapt instructional methods.
- Supported classroom activities by preparing learning materials and assisting with lesson implementation.
- Assisted in managing classroom behavior, implementing strategies to enhance student focus and participation.
- Coordinated communication between teachers, parents, and support staff to ensure student needs were met effectively.
- Mentored new teachers' assistants on best practices for classroom management and instructional support.
- Fostered strong relationships with parents through regular communication about student progress and areas for growth, ultimately contributing to improved home-school partnerships.
- Contributed to curriculum development by providing feedback on lesson effectiveness based on student performance insights.
Front Desk Agent
2 Years 2 Months- Managed front desk operations, ensuring seamless check-in and check-out processes for guests.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Implemented streamlined communication protocols among departments to improve guest experience.
- Coordinated schedules for appointments, optimizing staff availability and enhancing efficiency.
- Trained new front desk personnel on systems and procedures, fostering a collaborative environment.
- Monitored inventory of office supplies, ensuring timely replenishment to support daily operations.
- Developed standard operating procedures for front desk tasks, enhancing consistency and reliability.
- Led initiatives to gather guest feedback, driving continuous improvement in service quality.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
Education
Medical Assistant - RMA/CPT
Skills
Compassionate patient care
Clinical teamwork
Injections
Critical thinking
Patient intake
Venipuncture techniques
Electronic health records
Capillary blood collection
Medication administration
Teamwork and collaboration
SOAP notes
HIPAA compliance
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
RMA/CPT
Languages
English
Full Professional
Creole
Full Professional
Interests
Cooking
I enjoy helping others and giving back to the community.
Tech enthusiast
passionate about exploring the latest advancements and innovations.
Community Cleanup
Supporting STEM education initiatives and mentorship programs.
Youth mentor
providing guidance and support to empower the next generation of leaders.
Getting involved in local advocacy groups to promote positive change in the community.
Volunteering for community initiatives to give back to local communities and make a positive impact.
Volunteering
Coding and Programming
Reading
Timeline
Intern
Shores Pediatrics
01.2024 - 08.2024Read More
A&M Phlebotomy Training
A&M
01.2023 - CurrentRead More
Teacher's Assistant
FCAA
02.2020 - 04.2023Read More
Customer Service Representative
Publix
12.2017 - CurrentRead More
Front Desk Agent
Friendly Smiles Center
05.2015 - 07.2017Read More
A&M School of Phlebotomy
Medical Assistant from RMA/CPT
Read More