Summary
Overview
Work History
Education
Skills
Languages
Certification
Affiliations
Timeline
Generic

Luz Ochoa

Wichita,KS

Summary

Professional with extensive experience in operations management and customer service. Proven skills in communication and team collaboration, leading to enhanced client satisfaction and effective conflict resolution. Expertise in office management, skilled in strategic planning, staff development, and operational efficiency. Recognized for delivering exceptional customer service and supporting business operations through strong leadership.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Contact Center Representative

All States Home Improvement
Wichita, Kansas
07.2024 - Current
  • Responded to customer inquiries regarding home improvement services and products.
  • Assisted customers in scheduling consultations for enhanced service delivery.
  • Managed customer complaints, providing timely follow-up support.
  • Trained new representatives on company policies and effective service techniques.
  • Monitored calls, emails, and chats to ensure quality assurance standards.
  • Handled escalated calls professionally, resolving issues promptly.
  • Collaborated with team members to enhance service delivery and customer satisfaction.
  • Participated in regular training sessions to remain current with industry trends.

Small Business Owner

8AS Construction
Wichita, Kansas
05.2025 - Current
  • Managed daily operations and workflow for successful business continuity.
  • Developed marketing strategies to enhance brand visibility and customer engagement.
  • Coordinated inventory management to ensure product availability and efficiency.
  • Built relationships with suppliers to negotiate favorable terms and pricing.
  • Oversaw financial transactions, including budgeting and expense tracking.
  • Trained staff on customer service protocols to improve client satisfaction.
  • Resolved customer complaints effectively to maintain positive business reputation.
  • Oversaw daily operations of small business including customer service and financial management.
  • Photographed products for sale and posted pictures online to increase visibility and showcase current product availability.
  • Participated in local community activities to promote the brand's visibility and reputation.
  • Created budgets and monitored expenses to stay within budget limits.
  • Advised employees on best practices regarding safety protocols and procedures.
  • Trained, coached and mentored employees to facilitate safety and consistent quality of work.
  • Resolved conflicts between staff members and customers when necessary.
  • Managed staff recruitment, hiring, training, and development.

Scheduler

Grace Home Care Services
Wichita, KS
01.2022 - 06.2022
  • Managed schedules for each client, coordinating 45 CNAs and home health aides efficiently.
  • Recruited and interviewed candidates, enhancing team capacity.
  • Resolved client and employee issues through responsive office call management.
  • Maintained comprehensive records of tasks, clients, and staff for accuracy.
  • Collected onboarding information to streamline employee integration.
  • Implemented systems to optimize employee management and attendance.
  • Posted job openings on Indeed and actively recruited new employees.
  • Provided on-call support overnight and weekends for emergencies, ensuring continuous care.
  • Supervised staff, ensuring adherence to service standards and operational procedures.
  • Managed front desk operations and coordinated client meetings with other management.
  • Developed scheduling for front desk personnel to optimize workflow and coverage.
  • Collaborated with other departments to ensure seamless client experiences.

Scheduling Coordinator

Miracle Home Care
Wichita, KS
07.2020 - 12.2021
  • Created and managed employee schedules to optimize staffing levels.
  • Developed tracking methods for scheduling data, including shift assignments and time-off requests.
  • Coordinated with department managers to adjust staff schedules as necessary.
  • Resolved scheduling conflicts by providing support and facilitating discussions among employees.
  • Conducted interviews and made hiring decisions based on candidate qualifications during recruitment.
  • Generated comprehensive reports on attendance, leave balances, and overtime hours for management review.
  • Maintained accurate records of staff availability, absences, and vacation time.
  • Communicated schedule changes and cancellations promptly to clients and caregivers.

CNA

La Villa Grande Care Center
Grand Junction, CO
08.2019 - 04.2020
  • Facilitated daily living activities, including bathing, dressing, and grooming for patients.
  • Monitored vital signs, including blood pressure and temperature, ensuring accuracy in assessments.
  • Documented patient care services meticulously in designated records.
  • Reported changes in patient conditions to registered nurse or physician without delay.
  • Responded promptly to patient call lights and requests, enhancing care efficiency.
  • Supported ambulation and transfers using proper body mechanics to ensure patient safety.
  • Educated patients on self-care techniques to promote independence and enhance quality of life.
  • Tracked food intake and output per nursing staff directives to maintain health standards.

CNA/CMA

Regent Park Rehabilitation And Healthcare
Wichita, KS
08.2017 - 10.2018
  • Assisted patients with activities of daily living, including bathing, dressing, and grooming.
  • Performed vital sign assessments, including blood pressure and temperature measurements.
  • Administered medications per doctor's orders while ensuring patient identity verification.
  • Reported changes in patient conditions to registered nurse or physician without delay.
  • Conducted routine checks on patient vitals, including blood pressure, blood sugar, and heart rate.
  • Answered patient call lights promptly, addressing requests efficiently.
  • Observed patients for physical and emotional changes, notifying medical staff immediately.
  • Ordered drug supplies from pharmacy and maintained accurate medication records.

CNA

Via Christi Village
Wichita, KS
01.2017 - 06.2017
  • Assisted residents with activities of daily living, including bathing, grooming, and dressing.
  • Facilitated patient ambulation and transfers using proper body mechanics.
  • Conducted vital sign assessments, including blood pressure and temperature measurements.
  • Documented patient care services accurately in designated charting areas.
  • Reported changes in patient conditions to registered nurses and physicians promptly.
  • Responded to patient call lights and requests with urgency and professionalism.
  • Turned and repositioned residents to prevent pressure ulcers using appropriate techniques.
  • Supported residents in preparing for social programs and activities.

Call Center Representative

Starwood Hotels & Resorts
Wichita, Kansas
03.2013 - 04.2014
  • Managed customer inquiries using reservation systems effectively.
  • Assisted guests with booking modifications and cancellations promptly.
  • Provided information on hotel services and amenities to enhance guest experience.
  • Resolved customer complaints with empathy and professionalism during calls.
  • Collaborated with team members to maintain a positive work environment.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Updated customer accounts, addresses and contact information within call management databases.

Education

Certificate of Completion And AMCA National Certification - Phlebotomy

Bethel House Training Institute
Wichita, KS
10.2023

Certificate of Completion And License - Certified Medication Aide

Bethel House Training Institute
Wichita, KS
10.2017

Certificate of Completion - Certified Nurse Assistant

WATC
Wichita, KS
01.2017

High School Diploma -

Next Step
Wichita, KS
12.2016

Skills

  • Attention to detail
  • Account management
  • CRM proficiency
  • Telephone etiquette
  • Schedule coordination
  • Document organization
  • Timesheet oversight
  • Computer literacy
  • Staff collaboration
  • Problem solving
  • Client relations
  • Data entry
  • Compassionate communication
  • Direct patient care
  • Paperwork processing
  • Scheduling optimization
  • Conflict resolution
  • Relationship building
  • Team leadership
  • Time management
  • Effective communication
  • Team building
  • Small business operations
  • Employee performance management
  • Employee development
  • Business growth and retention
  • Customer service
  • Employee motivation
  • Scheduling
  • Employee engagement
  • Staff training

Languages

Spanish
Native/ Bilingual

Certification

  • Cement Contractor License
  • CNA
  • CMA
  • Phlebotomist

Affiliations

  • Current Praise team leader at Apostolic Assembly Church ( Have served 8 for years)
  • Youth leader/counselor at Apostolic Assembly Church- currently
  • Served as Women's Group Secretary part of leadership board for 2 years

Timeline

Small Business Owner

8AS Construction
05.2025 - Current

Contact Center Representative

All States Home Improvement
07.2024 - Current

Scheduler

Grace Home Care Services
01.2022 - 06.2022

Scheduling Coordinator

Miracle Home Care
07.2020 - 12.2021

CNA

La Villa Grande Care Center
08.2019 - 04.2020

CNA/CMA

Regent Park Rehabilitation And Healthcare
08.2017 - 10.2018

CNA

Via Christi Village
01.2017 - 06.2017

Call Center Representative

Starwood Hotels & Resorts
03.2013 - 04.2014

Certificate of Completion And AMCA National Certification - Phlebotomy

Bethel House Training Institute

Certificate of Completion And License - Certified Medication Aide

Bethel House Training Institute

Certificate of Completion - Certified Nurse Assistant

WATC

High School Diploma -

Next Step

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