Karla Rocha

• Maintained compliance with company policies, objectives, and communication goals.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Monitored youth behavior and offered guidance and support for positive change.
• Provided crisis intervention and emotional support to youth.
• Coordinated youth programs and activities to enhance life quality and self-esteem.
• Helped youth develop and achieve personal goals with close support.
• Supervised individuals in small group atmosphere to cultivate safety, independence, and structure.
• Facilitated workshops and classes on anger management, life skills and drug and alcohol prevention.
• Supported individuals dealing with mental health and emotional issues.

• Handled patient scheduling person, online and over the phone over 60 -100 calls per day
• Organized patient records and database to facilitate information storage and retrieval.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Took copayments and compiled daily financial records.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Followed document protocols to safeguard confidentiality of patient records.
• Verified patient insurance eligibility and entered patient information into system.
• Resolved customer complaints using established follow-up procedures.
• Answered incoming calls, scheduled appointments and filed medical records.
• Facilitated communication between patients and various departments and staff.
• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Delivered support to medical staff in completion of patient paperwork.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Resolved billing inquiries and disputes in timely fashion.
• Greeted and assisted patients with check-in procedures.
• Recommended service improvements to minimize recurring patient issues and complaints.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Verified insurance eligibility and coverage for patients.
• Engaged with patients to provide critical information.
• Investigated insurance claims denials and appeals.
• Entered patient demographic and insurance data into electronic medical record system.
• Provided excellent customer service to patients and medical staff.
• Managed patient registration process, confirming data accuracy and completeness.
• Built and maintained positive working relationships with patients and staff.
• Trained new staff on filing, phone etiquette and other office duties.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Used Intergy to schedule appointments.
• Responded to inquiries by directing calls to appropriate personnel.
• Compiled and maintained patient medical records to keep information complete and up-to-date.
• Assisted patients in filling out check-in and payment paperwork.

Drive thru lead and trainer fully trained in all four positions : order taking, consolidation, window and barista. Main skill set: customer service, time management, multi tasking, communication skills both with customers and training associates. Additional: assisting in break management of the drive thru team including production and managing guest complaints and concerns

• Greeted customers with smile and provided friendly service to professionally handle every need.
• Accurately operated cash register to process customer payments.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Kept drawer balanced by accurately processing cash, credit and debit payments.
• Set positive example for team members by providing high-quality, efficient service.
• Trained other employees in customer service, food safety, and performance requirements.
• Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
• Established and maintained quality control standards.
• Maintained current knowledge of all team position requirements.

As an NAR my job responsibilities included but are not limited to being dependable, compassionate, and passionate about helping others, while in the field adult/geriatric care. Maintaining a reliable, empathetic, and ability to work with basic understanding and patient care skills to work in acute care or long term care settings. As nursing assistant and CNA student my job responsibilities are obtaining and maintaining the required CNA skillset as described: * Resident care - Instill confidence and trust in residents in a competent and caring manner. Provide hygiene and daily living assistance. This could include toileting, bathing, assisting residents with showers and medication, and escorting residents to and from activities and meals. * Professional development - Maintain any specialized training such as CPR certification and, if applicable, perform additional and specialized tasks pertinent to the assigned resident or area.

• Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
• Distributed patient education materials to support condition and recovery understanding.
• Maintained excellent care continuity through collaboration with nurses and external healthcare professionals.
• Provided basic wound care to optimize recovery and limit infection risks.
• Contributed to overall quality and care of patients by answering calls for help, taking vital signs, and monitoring behavior and physical condition for progress or deterioration.
• Organized and managed patient charts and files.
• Escalated changes in patient behavior, condition and vital signs for prompt assessment.
• Cared with empathy and compassion to build positive patient and family relationships.
• Measured and recorded food and liquid intake and output to report changes to medical and nursing staff.
• Provided customized care according to individual health plan.
• Provided informational resources to patients and families regarding treatments, guidelines and plans.
• Worked alongside certified nursing assistants to check vitals and tend to patient needs.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Created positive patient experience by assisting patients with bathing, ambulating, feeding and personal and oral hygiene care.
• Maintained compliance with HIPAA and organizational privacy-protecting policies.
• Furthered skills by actively taking part in employee training and taking classes to improve skills.
• Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.

I worked at my Universities Financial Aid Department, which works with student FAFSA, Cost of attendance and overall tuition related fields and have the basic requirements/skills: * Working the financial aid programs and VPNS * Advising students and parents about tuition, fafsa and financial aid * Responding to emails/calls as a representative of the University * Basic policy for student protection

• Helped students sign up and design for payment plans.
• Examined financial statements and records to collect important details and verify calculations.
• Performed wide-ranging administrative, financial and service-related functions.
• Assisted students and families in filling out financial aid applications.
• Reviewed financial aid reconciliation reports, calculated amounts and verified totals on related documentation.
• Explained very technical financial information to applicants in easy to understand language.
• Communicated with prospective students to illustrate available financial aid opportunities.
• Collaborated with community-based organizations to increase economic diversity of applicant pools.
• Provided financial aid counseling to enrolled and prospective students.
• Competency of financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
• Proved successful working within tight deadlines and a fast-paced environment.

As a floral design trainee, I worked with customers placed orders creating an arrangement that not only meets their requirements and occasion, but as well up holds and demonstrates the company's values. Additionally, being trained in the customer service relations (CSR) position, I worked in person and hands on answering customers questions regarding our store and our products.

• Worked closely with clients to understand their needs and design flower arrangements that perfectly match their vision.
• Prepared potted plants and bouquets based on customer requirements.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Collaborated closely with customers to create unique designs for bouquets, wreaths, and gifts.
• Maintained thorough knowledge of needs, characteristics, and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
• Drove customer satisfaction by providing recommendations for greenery and flower pairings.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Paid attention to detail while completing assignments.

As a front end associate, I work constantly with clientele and had provide customer service while remaining efficient. Requirements included: cashiering, providing customer service, creating and dropping tills, basic knowledge of department floor and merchandise. I specifically worked closing shift and have training on proper cleaning, efficient organization, hazard training and communication across departments

• Learned duties for various positions and provided backup at key times.
• Maintained organized and orderly front end and removed carts, baskets, and debris.
• Set up front-end merchandise displays to attract customers and showcase store products.
• Provided each customer with detailed receipts for proof of purchase and to avoid discrepancies.
• Identified and resolved discrepancies and errors in customer accounts.
• Worked with floor team and managers to meet wide range of customer needs.
• Organized items on shelves to help customers locate products easily and quickly.
• Reconciled daily totals to maintain balanced and compliant ledgers.
• Responded promptly to requests for assistance, spills and customer inquiries.
• Performed cash, card and check transactions to complete customer purchases.
• Checked personal identifications during alcohol and tobacco sales.
• Used POS system to enter orders, process payments and issue receipts.
• Operated register system to process new purchases, item returns, and merchandise exchanges.
• Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
• Processed credit card, EBT, and gift certificate payments with electronic computer system.
• Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
• Operated cash register to record transactions accurately and efficiently.
• Followed store opening and closing procedures to keep store secure and avoid erroneously setting off security alarms
• Handled cash with high accuracy and took care to check bills for fraud.
• Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
• Approached every question or concern with calm and level-headed approach.
• Helped customers complete purchases, locate items, and join reward programs.
• Maintained current knowledge of store promotions and highlighted sales to customers.
• Checked ID for age-restricted items to prevent sales of alcohol or tobacco products to ineligible customers.
• Greeted customers and responded to requests for information.