Luana McTiernan
Saratoga Springs,UT
Summary
Over fourteen years of customer service, displaying exceptional leadership and customer care. Utilizes effective communication and empathy to address individual needs and enhance client satisfaction, creating and nurturing personal relationships. Thrives in structured, fast-paced & team-oriented environments and does exceptionally well under stress with an unfaltering upbeat attitude.
Skills
- Strategic D2D and B2B sales and marketing
- Digital Marketing
- Adaptable and Multitasking
- Quality Assurance, Efficient and Detail-oriented
- Enthusiastic, Respectful and Compassionate
- Assertiveness and Creative problem-solving
- Active listening and Empathy
- Data entry proficiency
- Cooperative Team Player
- Self-motivated
Overview
14
14
years of professional experience
Work History
Patient Equipment Care Specialist
Intermountain Homecare & Hospice
South Jordan, UT
01.2024 - 12.2025
- Facilitated delivery of pharmacy, controlled substances, medical supplies and mobility support while instructing patients and families on effective use of at-home medical equipment answering any inquiries.
- Optimized delivery route organization through effective time management strategies.
- Provided compassionate care and communication to patients, enhancing comfort and quality of life.
- Compiled and maintained Electronic Medical Records (EMR) for each patient, ensuring adherence confidentiality, privacy, and documentation standards within caregiving profession.
- Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments.
- Implemented infection control protocols to maintain a clean and safe environment for patients.
- Successfully managed challenging behavioral situations by utilizing de-escalation techniques rooted in empathy.
- Improved patient satisfaction by addressing concerns promptly and escalating issues as necessary to supervisory staff.
- Recommended service improvements to minimize recurring patient issues and complaints.
Trainer/Sales/Quality Assurance Agent
Wasatch Medical Group
Murray, UT
04.2022 - 05.2023
- Oversaw high-volume inbound and outbound call operations to schedule free consultations for 42+ clinic locations.
- Happily provided solutions for every possible objection from potential clients by authentically & efficiently explaining new-patient procedures.
- Mentored new hires and re-trained current employees, resulting in stronger staff development and increased productivity.
- Designed comprehensive training materials that aligned with organizational goals and compliance standards.
- Wrote an updated & detailed call script with heavy focus on proven sales techniques to increase set-rates & commission-earned for each sales agent.
- Analyzed training outcomes to identify areas for continuous improvement in program delivery.
- Utilized multiple online applications for data entry.
- Conducted daily audits of inbound agent calls to support consistency and accurate information delivery aligned with company branding. Identified key areas for improvement and compiled findings in end-of-day reports for management review.
Event Coordinator/AGM
Level Two Social Games
Midvale, UT
12.2021 - 03.2022
- Established & nurtured business-to-business relationships through in-person marketing.
- Scheduled & booked corporate team-building events, & kept an adequate kitchen prep inventory so as to be fully stocked during events.
- Hosted private events & pampered guests to provide the most unique and personalized experience.
- Guided parties through axe-throwing, football bowling, and menu-ordering.
- Followed up with guests through email & phone call to gain positive feedback & improve the venue.
Shift Supervisor/Barista Trainer
Starbucks
Sandy, UT
07.2015 - 09.2020
- Directly connected with guests to ensure a positive and vibrant experience.
- Coordinated with managers and team leaders to facilitate all store operations.
- Memorized & created all menu items to customers' preferences in a timely manner.
- Connected with guests and ensured their individual satisfaction.
Culinary Shift Lead/Kitchen Manager
Cafe Zupas
Sandy, UT
10.2012 - 03.2015
- Legendary customer service with high levels of accuracy & expanded knowledge of menu.
- Consistently coached fellow employees & developed their talent; Set goals/expectations for co-workers while recording individual progress.
- Key holder; Successfully retained loyal clientele since the grand opening.
Education
Certificate - Digital Marketing Immersion
THINKFUL
12-2020
High School Diploma -
Dublin Coffman High School
Dublin, OH08-2011
Timeline
Patient Equipment Care Specialist
Intermountain Homecare & Hospice
01.2024 - 12.2025
Trainer/Sales/Quality Assurance Agent
Wasatch Medical Group
04.2022 - 05.2023
Event Coordinator/AGM
Level Two Social Games
12.2021 - 03.2022
Shift Supervisor/Barista Trainer
Starbucks
07.2015 - 09.2020
Culinary Shift Lead/Kitchen Manager
Cafe Zupas
10.2012 - 03.2015
Certificate - Digital Marketing Immersion
THINKFUL
High School Diploma -
Dublin Coffman High School