Madina Cruz
Las Vegas,NV
Summary
Detail-oriented customer service and healthcare support professional skilled in medication management and active listening. Resolved inquiries and complaints with timely, empathetic responses while maintaining accurate patient records. Managed sensitive information with strict adherence to security protocols.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Customer Care Representative
CVS Health
Las Vegas, NV
09.2022 - Current
- Handled customer inquiries and complaints quickly with calm, empathetic support.
- Answered questions about medication and pricing with clear guidance that supported customer satisfaction.
- Collected customer details for order entry, including name, address, and payment method, then entered orders into computer system.
- Explained policy coverage and exclusions to clients in simple, easy-to-understand terms.
Med Tech/ Resident Assistant
Villa Court Assisting Living And Memory Care
Las Vegas, NV
09.2021 - 09.2022
- Facilitated resident transitions to new living environments, fostering strong relationships to enhance community integration. Kept digital records of patient details, medications, billing and other activities. Checked vital signs on a daily basis and contacted supervisor regarding patient health concerns or behavioral changes.Facilitated positive interactions among residents and staff between residents and staff.
- Provided medications to residents in assisted living and memory care facilities.
- Recorded and monitored vital signs of residents, promptly reporting any health concerns to nursing staff.
- Maintained accurate care notes in resident records and daily logs to ensure continuity of care.
Med Tech/ Resident Assistant
Lakewood Park Manor
Downey, California (CA)
09.2020 - 04.2021
- Coordinated daily medicine schedules and administration, ensuring timely and accurate delivery to enhance client well-being. Assisted patients with daily chores and errands by transporting them to appointments.Expanded knowledge of medication and medical terminology through research and continuing education to improve patient care.Administered medications to patients while monitoring for negative side effects, ensuring safety and efficacy.
- Administered medications to residents in assisted living and memory care facilities, ensuring compliance with prescribed treatment plans.
- Documented medication administration details in resident records and shift logs to maintain accurate health records.
- Monitored residents closely for any medication reactions and behavior changes to ensure their safety and well-being.
Barista/ Cashier
Sheraton Gateway Hotel/ Starbucks
City Of Los Angeles, CA
12.2019 - 03.2020
- Crafted Starbucks beverages according to established recipes and quality standards, maintaining consistency in taste and presentation.
- Operated point-of-sale system for cash, card, and mobile payments.
- Answered questions about store policies and addressed customer concerns. Processed customer refunds and exchanges according to guidelines. Restocked and organized merchandise in front lanes. Organized and displayed merchandise to enhance store presentation.. Welcomed customers entering the store with a friendly demeanor. Entered store and responded promptly to customer needs. Operated cash register for cash, check, and credit card transactions, achieving high accuracy to minimize errors. Provided friendly service and assistance to clients, fostering customer loyalty and satisfaction, contributing to increased sales.
- Extended warm greetings to Sheraton Gateway Hotel guests upon arrival, ensuring a welcoming atmosphere.
Barista/ Cashier
Kelly's Coffee & Fudge Factory
Beverly Hills, CA
02.2016 - 11.2019
- Enhanced customer satisfaction by proactively addressing needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times.Recommended products to customers, thoroughly explaining details.Maintained customer satisfaction with quick and professional handling of product returns.Increased customer loyalty through effective communication and problem resolution.Guided customers in selecting ideal items by explaining beverage preparation and offering samples.Sanitized counters daily to maintain cleanliness and hygiene standards., machines, utensils and seating areas daily.
- Greeted hotel guests warmly upon arrival to foster a welcoming atmosphere. and Starbucks customers warmly to create a positive atmosphere.
- Enhanced customer satisfaction by proactively addressing needs and resolving concerns.Answered customer telephone calls promptly to avoid on-hold wait times.Recommended products to customers, thoroughly explaining details.Maintained customer satisfaction with quick and professional handling of product returns.Increased customer loyalty through effective communication and problem resolution.
- Operated a cash register and processed payments at Starbucks counter.
Education
Certificate - Teaching English As A Second Language (ESL)
Los Angeles City College
Los Angeles, CAAssociate - Language Interpretation And Translation
Multi-Disciplinary City College
KazakhstanHigh School -
School 151
KazakhstanSkills
- Medication management
- Customer record keeping
- Active listening
- Problem solving
- Attention to detail
- Call handling and resolution
- Empathy and patience
- Call center operations
- Security verification
- Phone etiquette
- Microsoft Office proficiency
- Team collaboration
- Team building
Certification
Pharmacy technician training certificate
Timeline
Customer Care Representative
CVS Health
09.2022 - Current
Med Tech/ Resident Assistant
Villa Court Assisting Living And Memory Care
09.2021 - 09.2022
Med Tech/ Resident Assistant
Lakewood Park Manor
09.2020 - 04.2021
Barista/ Cashier
Sheraton Gateway Hotel/ Starbucks
12.2019 - 03.2020
Barista/ Cashier
Kelly's Coffee & Fudge Factory
02.2016 - 11.2019
Certificate - Teaching English As A Second Language (ESL)
Los Angeles City College
Associate - Language Interpretation And Translation
Multi-Disciplinary City College
High School -
School 151