Latoya Lucas
Buffalo,NY
Summary
Dynamic customer service and healthcare support professional with extensive experience at Kaleida Health. Proven track record of enhancing patient satisfaction and streamlining service delivery through excellent communication and interpersonal skills. Expertise in creative problem resolution and analytical decision-making has led to significant improvements in operational efficiency. Career aspirations focus on leveraging these skills to drive further advancements in patient care.
Overview
20
20
years of professional experience
Work History
Food Service Worker
Department of Veterans Affairs
Buffalo, NY
02.2024 - Current
- Cleaned kitchen areas, equipment, and utensils.
- Operated dishwashing machines safely and efficiently.
- Prepared beverages such as coffee, tea, soda.
- Performed variety of duties related to food service.
- Cleaned and sanitized work areas, equipment, utensils, dishes, and silverware.
- Maintained ambitious standards of customer service during high-volume work shifts and fast-paced operations.
Direct Support Professional
Community Services For Every1
Buffalo, NY
10.2023 - 04.2024
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Assisted individuals with daily living activities such as bathing, dressing, and grooming.
- Transported clients to doctor's appointments and errands.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Planned and prepared healthy meals and snacks for clients and helped with eating when necessary.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
Nursing Assistant
Kaleida Health
Buffalo, New York
10.2019 - 09.2021
- Maintained confidentiality of all patient information according to HIPAA guidelines.
- Protected patient, self and others from injury during transfers, lifts, and transports by using proper equipment and body mechanics.
- I kept the medical supply room and patient rooms stocked with necessary supplies, equipment, and instruments.
- Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Transported specimens, laboratory items or pharmacy items, verifying proper documentation and delivery to authorized personnel.
Hospitality Associate
Kaleida Health/Buffalo General Hospital
Buffalo, New York
04.2012 - 10.2019
- Circulated within assigned areas to assess and address patients' needs, effectively prioritizing tasks during peak hours.
- Assist patients at the bedside with their menus to order their food. Educate, and inform them about their specific diets.
- Adhere to the AYR room service system program.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw inventory and ordered ingredients to restock freezers, fridges, and pantry.
- Checked with patients to get feedback on the food served, resolve issues, bring additional items, and refill beverages.
Nutritional Service Worker
Kaleida Health/Buffalo General Hospital
Buffalo, New York
11.2007 - 04.2012
- Followed proper protocol for preparing and prepping food.
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the kitchen and equipment.
- Prepared trays to be served to the patients.
- Provided customer service and was involved in training new team members when needed.
- Offered strong customer service skills, keeping customers satisfied.
- Check temperatures on food to make sure the food is at an adequate temperature before putting it on patient trays.
- Assemble food on patients' trays.
Cashier/Retail Associate
Buffalo Airport/Delaware North Company
Buffalo, New York
03.2005 - 02.2007
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Delivered elevated level of customer service to patrons using active listening and engagement skills.
Education
Certificate - Medical Coding
Buffalo Center for Arts & Technology
Buffalo, NY12.2016
High School - Telecommunications
Seneca Vocational High School
Buffalo, NY06.2004
Skills
- Communication skills
- Analytical Decision-Making
- Engaged Listening Skills
- Customer Service Expertise
- Creative Problem Resolution
- Interpersonal skills
Timeline
Food Service Worker
Department of Veterans Affairs
02.2024 - Current
Direct Support Professional
Community Services For Every1
10.2023 - 04.2024
Nursing Assistant
Kaleida Health
10.2019 - 09.2021
Hospitality Associate
Kaleida Health/Buffalo General Hospital
04.2012 - 10.2019
Nutritional Service Worker
Kaleida Health/Buffalo General Hospital
11.2007 - 04.2012
Cashier/Retail Associate
Buffalo Airport/Delaware North Company
03.2005 - 02.2007
Certificate - Medical Coding
Buffalo Center for Arts & Technology
High School - Telecommunications
Seneca Vocational High School
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