Maricela Rios-Rodriguez
Gresham,Oregon
Summary
Dynamic leader with a proven track record at Providence Health & Services, excelling in team building and process improvement. Skilled in mentoring staff to exceed goals, enhancing customer service experiences, and driving operational efficiencies. Achieved significant improvements in client satisfaction and team productivity through effective coaching and complex problem-solving.
Overview
11
11
years of professional experience
Work History
Supervisor
R1 Rcm
06.2024 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Leading a team of 12 caregivers
- Educated staff on organizational mission and goals to help employees achieve success..
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted regular reviews of operations and identified areas for improvement.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Supervisor
Providence Health & Services
04.2021 - 06.2024
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Educated staff on organizational mission and goals to help employees achieve success.
- Coached employees through day-to-day work and complex problems.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Team Lead
Providence Health and Services
06.2017 - 04.2021
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Providence Health & Services
06.2017 - 06.2018
- Responded to customer requests for products, services, and company information.
- Answering inbound call, taking 60-85 call's a day
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
CNA
The Village Rehab Center
10.2013 - 05.2015
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Helped patients complete range of motion exercises to prevent loss of function during care.
Education
Associate Degree Medical Assistant And Billing - Medical Assistant
Concorde Career College
Portland, OR11-2016
High School Diploma -
Reynolds High School
Troutdale, OR06-2012
Skills
- Schedule development
- Documentation and reporting
- Verbal and written communication
- Team building
- Policy enforcement
- Decision-making
- Customer service
- Training and mentoring
- Attention to detail
- Employee motivation
- Processes and procedures & Coaching and mentoring
- Conflict resolution
- Employee development & Relationship building
- Goal oriented & Process improvement
- Performance management & Complex Problem-solving
Timeline
Supervisor
R1 Rcm
06.2024 - Current
Supervisor
Providence Health & Services
04.2021 - 06.2024
Customer Service Team Lead
Providence Health and Services
06.2017 - 04.2021
Customer Service Representative
Providence Health & Services
06.2017 - 06.2018
CNA
The Village Rehab Center
10.2013 - 05.2015
Associate Degree Medical Assistant And Billing - Medical Assistant
Concorde Career College
High School Diploma -
Reynolds High School
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