Leona Romero
Las Vegas,New Mexico
Summary
Knowledgeable and dedicated customer service professional with extensive experience customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seasoned Direct Care Staff Member with 1 year of experience caring for up to 17 patients per shift. Coordinated with physicians, nurses and other staff to offer excellent medical, physical and social support and create seamless experience for patients and families. Developed trusting relationships with patients and families to decrease anxiety and stress.
Overview
25
25
years of professional experience
Work History
Direct Care III
NMBHI
Las Vegas, NM
01.2025 - Current
- Documented client progress and services performed, reporting changes in client condition to manager or supervisor.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Remained alert to problems or health issues of clients and competently responded.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Scheduled and accompanied clients to medical appointments.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Transported clients to medical and dental appointments to provide support.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
Direct Care II
NMBHI
Las Vegas, NM
12.2022 - 01.2025
- Documented client progress and services performed, reporting changes in client condition to manager or supervisor.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Remained alert to problems or health issues of clients and competently responded.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Scheduled and accompanied clients to medical appointments.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Transported clients to medical and dental appointments to provide support.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
Caregiver
New Choices Home Health
Las Vegas, NM
06.2022 - 01.2024
- Assisted with dressing guidance, grooming, meal preparation and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Provided safe mobility support to help patients move around personal and public spaces.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Provided transportation to doctor's appointments, grocery stores, salons and barbershops.
Caregiver
Consumer Direct Personal Care
Las Vegas, NM
03.2018 - 08.2021
- Assisted with dressing guidance, grooming, meal preparation and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
Caregiver
Mora Valley Community Health Services
Las Vegas, NM
04.2012 - 08.2013
- Assisted with dressing guidance, grooming, meal preparation and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
Long Term Substitute
Mora Independent School District
Mora, NM
08.2008 - 08.2012
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Taught diverse subjects for grades K-8, successfully delivering seamless teaching in absence of regular teacher.
- Worked in the special education department with special needs students.
Customer Service Representative
The Connection Call Center
Las Vegas, NM
05.2000 - 02.2002
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided information regarding charge accounts and loyalty programs.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered average calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Resolved issues over phone with customers daily.
Education
No Degree - Accounting
Luna Community College
Las Vegas, NMHigh School Diploma -
Mora High School
Mora, NM05.2000
Skills
- PPE Usage
- Companionship and Emotional Support
- Social Perceptiveness
- Progress Documentation
- Personal Service
- Mobility Assistance
- Grocery Shopping
- First Aid Certification
- Dependable and Responsible
- Housekeeping
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Customer Account Management
- Call Documentation
- Answering Customer Questions
- Time Management
- Customer Service and Assistance
- Telephone Management
- Credit Card Payment Processing
- Call Transfers
- Personal care assistance
- First aid and CPR
- HIPAA Guidelines
- Certified in CPR/AED
- CPR/AED
- CPI Certified
- Defensive Driving Certified
- Patient Safety
Languages
Spanish
Limited Working
Timeline
Direct Care III
NMBHI
01.2025 - Current
Direct Care II
NMBHI
12.2022 - 01.2025
Caregiver
New Choices Home Health
06.2022 - 01.2024
Caregiver
Consumer Direct Personal Care
03.2018 - 08.2021
Caregiver
Mora Valley Community Health Services
04.2012 - 08.2013
Long Term Substitute
Mora Independent School District
08.2008 - 08.2012
Customer Service Representative
The Connection Call Center
05.2000 - 02.2002
No Degree - Accounting
Luna Community College
High School Diploma -
Mora High School