Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Loretta Herrera

Round Rock,TX

Summary

Results-driven health professional with a strong work ethic seeking a qualifying position to showcase exceptional skills and accelerate growth. Thrives in high-pressure environments and remains calm and effective during challenging situations. Committed to providing compassionate patient care with a deep belief in the significance of companionship and support.

Overview

25
25
years of professional experience

Work History

Front Office Supervisor

Texas Oncology
Round Rock, TX
02.2018 - Current
  • Supervised front office staff, including hiring and training new employees.
  • Ensured proper customer service standards were met.
  • Monitored guest check-in and check-out procedures.
  • Handled customer complaints in a professional manner.
  • Coordinated with other departments to ensure smooth operations.
  • Scheduled staff shifts and assigned duties as needed.
  • Implemented policies and procedures related to the front office operations.
  • Responded promptly to inquiries from guests or potential customers via phone or email.
  • Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters .
  • Evaluated employee performance reviews on an ongoing basis and provided feedback accordingly so that staff members could continue improving their skillset over time .
  • Resolved conflicts between guests and and or employees in a timely fashion without compromising overall customer satisfaction ratings .
  • Performed miscellaneous job-related duties as assigned by management personnel .
  • Planned staff and training meetings and scheduled conference rooms.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coordinated with other supervisors, combining group efforts to achieve goals.

Account manager

Mia Acquisitions
Austin, TX
07.2017 - 12.2017
  • As an Account Manager I am responsible for training and learning new skill sets.
  • I plan out daily territory and attend daily meetings.
  • I conducted 2nd round interviews for my employer.  
  • Handled 2 client companies and brought in many new accounts.
  • Met with an average of 480 clients per week consistently, resulting in a less than 10% client retention rate.
  • Oversaw sales forecasting, goal setting and performance reporting for all accounts.
  • Contacted at least 400 of new and existing customers per week to discuss new products and services.
  • Monitored market activity and quoted pricing to maintain healthy profit margins.
  • Trained peers and management team on internal system supports and implementation plans.
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
  • Obtained and evaluated credit information about prospective customers.

Lead Customer Service Representative

Dell Children's Blood and Cancer Center
Austin, TX
08.2015 - 05.2017
  • I would get to work and work on the sign out from the hospital, make new patient and current patient appointments.
  • I processed referrals via email and fax.
  • I worked 4 different systems within the computer and am familiar with answering phones, faxing, typing, and additional clerical duties.
  • I would also keep up with office supplies and sometimes ordering.
  • I had direct contact with patients and families and have great customer service skills and qualities.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Trained staff on operating procedures and company services.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Fostered an environment which encouraged continual process improvements.
  • Effective liaison between customers and internal departments.
  • Maintained accurate records of past due customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Managed work flow to exceed quality service goals.

Courier

Hospital Courier's Austin LLC
Austin, TX
10.2014 - 08.2015
  • I would go to 4 different hospitals to pick up and drop off mail.
  • I would sort the mail at the hospitals and process mail in the office.
  • At the end of the day I would drop the mail off at the post office.
  • Verified each delivery against shipping instructions before delivering to customers.
  • Loaded truck and properly secured items to prevent damage during transportation.
  • Completed on-time deliveries by choosing the best and most efficient routes.
  • Submitted receipts and money received from deliveries at the end of each shift.
  • Completed all documentation neatly and accurately.
  • Completed and submitted all necessary logs and paperwork on a daily basis.

Mary Kay Consultant

Mary Kay
01.2009 - 01.2010
  • Contacted customers prior to delivery to confirm and coordinate delivery times.
  • Event planning

Mental Health Technician

The Browns School
Austin, Texas
01.2001 - 05.2003
  • Number of Employees Supervised: three Duties: I was a mental health associate.
  • I was a shift leader for a locked down unit of adolescent girls.
  • I was also an activity coordinator and planned weekly activities for my unit.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Obtained information about clients’ medical history, drug history, complaints and allergies.
  • Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles.
  • Scheduled and accompanied clients to medical appointments.
  • Maintained a clean, healthy and safe environment.
  • Obtained household supplies and ran daily errands.
  • Assisted with patient transfer and ambulation.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Maintained sanitary residents' and program rooms.
  • Followed safe lifting techniques and individual resident lifting instructions.
  • Answered patient calls for care and feeding.

Health associate

Children's Center
Austin, Texas
01.2001 - 01.2002
  • I would feed, cloth, and bathe the children in this facility.
  • I would assist in their daily living..
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Changed sterile dressings.
  • Obtained information about clients’ medical history, drug history, complaints and allergies.
  • Provided pre- and post-operative care.
  • Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles.
  • Maintained a clean, healthy and safe environment.
  • Obtained household supplies and ran daily errands.
  • Assisted with patient transfer and ambulation.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Maintained sanitary residents' and program rooms.
  • Followed safe lifting techniques and individual resident lifting instructions.

Group coordinator

Communities in Schools
Austin, Texas
01.2000 - 04.2000
  • I would go to Johnston High School and ALC to hold a group for selected "at risk" teens.
  • I held and planned my own activities and enjoyed it very much.

Unit Clerk

Austin Lakes Hospital
Austin, TX
-
  • I was a unit clerk and responsible for answering phones, data entry, ordering labs, unit supplies, as well as communicating with Doctors, nurses, techs, and other outside resources.
  • It is a very fast paced job and enjoy it very much.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Obtained information about clients’ medical history, drug history, complaints and allergies.
  • Scheduled and accompanied clients to medical appointments.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Documents objective data and routine aspects of patient care.
  • Provided a comforting and soothing environment.
  • Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.

Education

Bachelor of Science - Public Health

South University, Austin
Round Rock, TX
2022

W.B. Travis high school
2000

Associate of Arts - Social Work

Austin community college Austin

Associate of Arts - Social Work

University of Texas
Brownsville

Skills

  • Microsoft Word, Excel, Microsoft Outlook, Athena, Compass, Invision, Idose, Athena, Mosaiq, Navigating Care, Teams, Leading Reach, Royal MD, Iqueue, and G2 IKMed
  • Team Training
  • Lead prospecting
  • Vendor Relations
  • Campaign execution
  • Brand Management
  • Account Management
  • Client Relationship Management
  • Patient-focused care
  • Trustworthy companion
  • Companionship and emotional support
  • Compassionate
  • Compassionate caregiver
  • Efficient and reliable team player
  • Committed team player
  • Culinary talent
  • Adaptable
  • Customer Service
  • Staff Management
  • Goal Setting

Accomplishments

  • Leslie Mantle (RN) Austin Lakes Hospital (512)914-7262
  • Cantu, Celeste HR (512)800-3302
  • Veronica Forewoman Customer Service Rep. Lead (CBCC) (707)318-7443
  • Rudy Garcia Referral specialist (CBCC) (956)222-4541
  • Deanna Carrillo Child Life Specialist (CBCC) (325)518-1069

Timeline

Front Office Supervisor

Texas Oncology
02.2018 - Current

Account manager

Mia Acquisitions
07.2017 - 12.2017

Lead Customer Service Representative

Dell Children's Blood and Cancer Center
08.2015 - 05.2017

Courier

Hospital Courier's Austin LLC
10.2014 - 08.2015

Mary Kay Consultant

Mary Kay
01.2009 - 01.2010

Mental Health Technician

The Browns School
01.2001 - 05.2003

Health associate

Children's Center
01.2001 - 01.2002

Group coordinator

Communities in Schools
01.2000 - 04.2000

Unit Clerk

Austin Lakes Hospital
-

Bachelor of Science - Public Health

South University, Austin

W.B. Travis high school

Associate of Arts - Social Work

Austin community college Austin

Associate of Arts - Social Work

University of Texas

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