Melisa Aponte
Kissimmee,FL
Summary
Experienced and patient-oriented nurse with 25 years of proven success in direct patient care, staff supervision, and department operations. Adept at multitasking and prioritizing patient needs and daily assignments. Strong background in Quality Assurance, Training, and Customer Services, offering a comprehensive skill set to provide exceptional care and support to patients.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Gate Gourmet
03.2015 - 01.2025
- Account management for airline customers, Swiss, Norwegian, Iberia, Level, El-AL, Turkish and Emirates Airlines
- Providing customers with responses for all airline catering inquiries, maintaining adequate inventory levels
- Provide response for FAC's and OTP with a detailed investigation and corrective preventive action
- Organize and conduct menu read to ensure all departments are provided with guidance and support for monthly and quarterly cycle change
- Drive lean manufacturing initiatives such as wash and pack, pick and pack and make and pack by providing training, guidance and support during process
- Complete OTP and FAC weekly reports using data charts to establish trends and provide solutions and training to prevent re occurrence
- Member of the safety PRIDE team
- Participating in meetings and conducting unit and ramp safety audits
- Conducted and participated in KES events for airline start up
- Participated in Kaizen events as part of the process improvement team
- Provide support and guidance during food safety and customers audits
- Organize and conduct presentations for customers visiting the unit and new accounts
- Travel to other cities to provide start up guidance
- Management of onboarding for all new hires, conducting orientation and facilitating CCP's, SOP's and safety training
- Complete I-9, WOTC, Workday, and UltiPro new hire paperwork
- Enrolling new employees in EntraPass and PremiSys, creating badges and parking passes
- Creating and facilitating Supervisors Operation Training to include, Vocantas, California Wage and Hour, Kronos, UltiPro and Biometrics
- Conducted safety, QA, ramp safety and leadership training
- Interim HR manager, working with FMLA, LOA and workers comp
- In charge of daily auditing and review of CCP's and SOP's
- Monthly unit self-audit, equipment validation, environmental testing, listeria testing and microbiological testing
- HACCP creation for unit to include allergen risk
- Monthly Pareto charts update to keep track of IFBL's and FAC's and customers complaints
- In charge of training and new staff orientation
- In charge of safety compliance for units, mock recall and traceability exercises
- Quality control for all manufacturing equipment
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Patient Services Supervisor (PRN)
Nemours Children’s Hospital
10.2014 - 03.2015
- Direct supervision of dietary aids, cooks, kitchen and retail staff
- In charge of guiding aids and cooks in following dietary orders
- Guided cooks in creating and following recipes that follow dietary guidelines
- Daily completion of HACCP’s logs to assure food safety and that all equipment complies
- In charge of completing daily dietary logs
- Provided solutions and assigned staff to make sure all retail and kitchen areas are staffed
- Retail supervisor during weekends and holidays
Culinary I
Gaylord Palms Entertainment
12.2011 - 11.2012
- Chef for a four-diamond hotel
- In charge of daily HACCP documentation and corrective action
- Responsible for all prep cook according to recipes
- Storage and rotation of prep food, meats and produce according to FIFO
- In charge of documenting all food temperatures and creating preventive corrective actions if out of range
- Experienced line and prep chef
- In charge of creating and rotating the schedule for cleaning the refrigerators, including reach, walk-in, blast and walk in freezers
- Support for banquets
- Excellent knife skills and extensive knowledge in cooking techniques
Mobile Supervisor, Quality Assurance, Donor Services Trainer, Hospital Services Supervisor
Florida’s Blood Centers (One blood)
11.2001 - 12.2011
- Direct supervision of 120 blood collections employees
- Overseeing daily mobile blood collections and company goals
- Created weekly schedules for all mobile blood drives and staff
- Completed weekly payroll for all departments
- Daily QC review to maintain QA and FDA standards and regulations
- Weekly quality assurance audits to ensure proper use of SOP’s, identify deficiencies and implement corrective actions
- Coordinated, scheduled and conducted interviews for new staff
- Created and presented staff with annual performance evaluations
- Coordinated drug test for new hires
- Created paperwork and participated in staff counseling
- Completed and participated in staff termination meetings
- Coordinated and participated in Health and Safety meetings
- Ordered supplies and maintained logs for mobile blood drives
- Participated in new SOP creation and staff training for new procedures
- Maintained inventory of blood supply for biologics and hospital services area
- In charge of ordering and managing blood, plasma and platelets supplies to maintain an adequate inventory for all local hospitals and critical reserves
- Coordinator for transportation services for all hospitals in the central and south Florida regions
- Conduct audits and daily QC of blood products and equipment
- Donor services specialist, blood, platelets and plasma collection using Trima and Alyx collections machines
- Train the trainer, donor services, hospital services, Spanish translator and 'hot shots' under 2% UB rate certifications
- LPN, blood collections and multiple blood collection machine operator and trainer
Education
Associate of Science - Licenced Practical Nursing
Ponce Paramedical College
Ponce, PR05-1996
Skills
- Quality control management
- Staff training and development
- Venipuncture expertise
- Donor screening
- Blood collection
- Quality assurance
- Process improvement initiatives
- Therapeutic phlebotomy
- Staff management
- Medical records review
- Complaint resolution
- Performance evaluations
Accomplishments
- Achieved 2% UB error-free rate in 2002 and 2003.
Certification
- Trima Blood Collections
- Train the Trainer, Donor Services
- CDM- CFPP
- ACF CC
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Gate Gourmet
03.2015 - 01.2025
Patient Services Supervisor (PRN)
Nemours Children’s Hospital
10.2014 - 03.2015
Culinary I
Gaylord Palms Entertainment
12.2011 - 11.2012
Mobile Supervisor, Quality Assurance, Donor Services Trainer, Hospital Services Supervisor
Florida’s Blood Centers (One blood)
11.2001 - 12.2011
- Trima Blood Collections
- Train the Trainer, Donor Services
- CDM- CFPP
- ACF CC
Associate of Science - Licenced Practical Nursing
Ponce Paramedical College
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