Lizeth Ramirez
Seeley,CA
Summary
With a proven track record at El Centro Regional Medical Center, I excel in customer education and administrative support, demonstrating strong teamwork and problem resolution skills. Achievements include developing a comprehensive Oncology Call Center operations binder and significantly enhancing customer satisfaction through effective CRM strategies. My expertise is backed by a commitment to continuous learning and improvement.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Oncology Customer Service Representative
El Centro Regional Medical Center
El Centro
03.2023 - Current
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication scripts when handling different topics.
- Build sustainable relationships and engage customers by going the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Frequently attend educational seminars to improve knowledge and performance levels, and meet personal/team qualitative and quantitative targets.
- Create Excel documents to input daily phone data entry.
- Create an Oncology Call Center systems operations binder to be utilized for any new staff training.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained a high level of professionalism when dealing with difficult customers.
- Updated system with order specifics and customer details, preferences, and billing information.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered customer inquiries via phone, email, and chat.
- Answered customer inquiries and provided accurate information regarding appointments and prescription refills.
- Provided exceptional customer service to ensure customer satisfaction.
Lactation Program Manager
El Centro Regional Medical Center
El Centro, CA
11.2012 - 03.2023
- Provided lactation education and counseling to pregnant women, new mothers, and their families.
- Reviewed and maintained operation records and reports to facilitate health education programs.
- Collaborated with health specialists and civic groups to determine community health needs and availability of services.
- Checked accuracy of public data and materials, making immediate changes upon discovery of outdated information.
- Developed curriculum and materials for breastfeeding educational sessions for care providers and new parents.
- Provided weekly follow-up in-home consultation visits or calls to new mothers.
- Created a supportive environment for mothers to discuss their concerns about breastfeeding.
- Evaluated latch and positioning techniques of infants at the breast during clinical visits with mothers.
- Spoke with health community workers and members of public about importance of health, prevention, and treatment.
- Taught new mothers how to feed infants.
- Supported community and government agencies with health-related media content.
- Facilitated group classes on topics such as returning to work while breastfeeding or pumping techniques.
- Collected data through field documentation, identifying specific needs of targeted populations.
- Established and maintained positive relationships with government regulators, residents, families, other area health care providers, physicians, and the community at large. Analytical skills are necessary to organize and oversee the work of others and to develop and administer sound policies, procedures, budgets, and nursing practices.
- Ability to assess patients, plan effective interventions, and evaluate outcomes from those interventions.
- Worked in collaboration with the ECRMC (El Centro Regional Medical Center) Maternal Child Department on the "Ten Steps to Baby-Friendly Implementation" for 12 years.
- Attended all pediatrics, OBGYN, and lead breastfeeding committee meetings to discuss breastfeeding monthly rates.
- Organized breastfeeding classes and support groups in collaboration with La Leche League.
- In charge of writing and developing RFP grant proposals for my program.
- Submitting quarterly reports to the First Five Imperial Grant.
- Developed and managed a breastfeeding budget.
- Take the initiative to implement crystal reports on exclusive breastfeeding upon discharge and STS (Skin-to-Skin) contact.
- Constantly updated the breastfeeding policy to comply with Senate Bill 402.
Administrative Assistant
The Westin Resort & Spa
Rancho Mirage, CA
04.2009 - 06.2011
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication scripts when handling different topics.
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by going the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Frequently attend educational seminars to improve knowledge and performance levels, and meet personal/team qualitative and quantitative targets.
- Create Excel documents to input daily phone data entry.
- Create an Oncology Call Center systems operations binder to be utilized for any new staff training.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about apt consultations and prescription refills to the pharmacy.
ADMINISTRATIVE CLERK
IRON ORNAMENTALS
Seeley , CA
04.2004 - 02.2009
- Answered telephones, directed calls, and took messages.
- Monitored office supplies inventory and placed orders when necessary.
- Leveraged office tools and equipment to copy and distribute forms, reports and correspondence.
- Inventoried and ordered materials, supplies and services.
- Provided administrative support to the executive team.
- Coordinated and scheduled meetings, appointments, and travel arrangements for management.
- Answered phone to take messages or redirect calls to colleagues.
- Prepared and processed documents such as invoices, reports, memos and correspondence.
DIABETES PROMOTORA
El Centro Regional Medical Center
El Centro
05.2002 - 04.2004
- Worked with cross-functional teams to achieve goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Managed inventory and supplies to ensure materials were available when needed.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
H&R BLOCK |OFFICE CLERK| SEASONAL
H&r Block
El Centro , CA
06.2001 - 07.2002
- Facilitated workshops designed to educate breastfeeding mothers about best practices to successfully breastfeeding.
- Collaborated with the Maternal Child Department to develop effective strategies and ensure we meet all objectives in an effective timeframe.
- Analyzed and interpreted complex data sets and reports.
- Written grants.
- Monitor skin-to-skin rates.
- Monitor exclusive breastfeeding rates.
- Report quarterly all percentages to the first five of California.
Education
Associate of Science - RN
Imperial Valley College
Imperial, CASkills
- Scheduling
- Computer proficiency
- Customer education
- Administrative support
- Team collaboration
- Positive and professional
- Strong teamwork
- Research
- Staff education and training
- Customer relationship management (CRM)
- Time management
- Typing 61 wpm
- Data entry
- Reading comprehension
- Problem resolution
- Document control
- Clerical support
- Follow-up skills
Affiliations
- I like writing novels
- Research health information
- I love to dance
Languages
English
Professional
Spanish
Professional
Accomplishments
When I managed the Lactation Program, I worked tirelessly to support early childhood development by providing and promoting support services that help to improve rates of exclusive breastfeeding and sustained duration of breastfeeding in Imperial County through inpatient and outpatient hands-on interventions, education, and follow-up support services for the breastfeeding mother/infant pair. Worked on implementing the World Organization of Health's 10 Steps to Successful Breastfeeding program. Highlights in my journey as a manager:
· Exclusive breastfeeding rates increased from 20% to 40% in a year.
· Skin to Skin rates increased from the latest score 41% on Dec 2022 to 76% in 2023 Fiscal Year.
· Implemented crystal reports from Omni-cell on formula and pacifier usage.
· Attended multiple breastfeeding conferences like ILCA, California Breastfeeding Summit and The Secrets of Baby Behavior by Davis University and WIC research project.
· Provided breastfeeding policy training to all new nurses, interns and new employee at general hospital orientation.
· Promote breastfeeding classes and support groups in Imperial County through the year via zoom and in person consultations.
Certification
- I have the certification of Lactation Educator by UCSD
- Master trainer for Diabetes Education from stanford University
References
References available upon request.
Timeline
Oncology Customer Service Representative
El Centro Regional Medical Center
03.2023 - Current
Lactation Program Manager
El Centro Regional Medical Center
11.2012 - 03.2023
Administrative Assistant
The Westin Resort & Spa
04.2009 - 06.2011
ADMINISTRATIVE CLERK
IRON ORNAMENTALS
04.2004 - 02.2009
DIABETES PROMOTORA
El Centro Regional Medical Center
05.2002 - 04.2004
H&R BLOCK |OFFICE CLERK| SEASONAL
H&r Block
06.2001 - 07.2002
- I have the certification of Lactation Educator by UCSD
- Master trainer for Diabetes Education from stanford University
Associate of Science - RN
Imperial Valley College
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