Michelle Hernandez
Chalmette,LA
Summary
Dynamic professional with a proven track record in patient care and transportation, exemplified during my tenure at AGUT Transportation. Leveraged critical thinking and exceptional organizational skills to enhance client satisfaction and operational efficiency. Skilled in route planning and providing emotional support, I consistently improved service delivery by 40%, showcasing a commitment to excellence and teamwork.
Overview
28
28
years of professional experience
Work History
Private Caregiver
Michelle Stieffel
02.2016 - Current
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean, safe, and well-organized patient environment.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
Asst Manager/Driver
AGUT Transportation
03.2016 - 10.2024
- Maintained a clean, safe, and organized environment to enhance the client experience.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry clients
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Coordinated with clinics and Doctors offices to ensure timely arrival of clients and resolve any delays and issues.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Offered hands-on assistance to clients , assessing needs, and maintaining current knowledge of clients preferences.
- Monitored client intake and medical records, increasing accuracy, and reducing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
- Ensured compliance with all safety regulations by conducting regular inspections of vehicle
- Facilitated clear communication between employees and upper management through regular check ins
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect..
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects-tasks..
- Maintained positive client relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Conducted performance evaluations and provided constructive feedback to employees.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Engaged with clients to gather feedback, using insights to improve service and product offerings.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Answered, scheduled, and responded to reservation calls at specific times and locations.
- Followed all relevant traffic laws and safety regulations.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
Private Caregiver
Charles Heslin
10.2017 - 12.2021
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Provided safe mobility support to help patients move around personal and public spaces.
Intake Representative
Primary Home Health Care
08.2006 - 12.2014
- Identified areas for process improvement within the intake department, aiding in the implementation of more efficient practices.
- Educated clients on available services and programs, empowering them to make informed decisions about their care options.
- Collaborated with team members to address complex cases, resulting in improved case management for clients.
- Handled sensitive client situations with compassion while maintaining adherence to organizational policies and procedures.
Facilitator
Hidalgo County Headstart
03.1997 - 08.2006
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
Education
Associate Degree Education - Early Childhood Education
South Texas College
McAllen, TX05.2006
High School Diploma -
McAllen Memorial High School
McAllen, TX06.1992
Skills
- First aid and safety
- Patient Care
- Housekeeping Duties
- Emotional Support
- Insurance Verification
- Follow-up skills
- Multi-Line Phone Systems
- Appointment Scheduling
- Patient Scheduling
- Scheduling appointments
- Inventory Management
- Cross-cultural sensitivity
- Multitasking and Organization
- Defensive Driving
- Confidentiality Compliance
- Vehicle Inspection
- Patient Transport
- Route Planning
- Adaptive driving
- Lifting Techniques
- Wheelchair assistance
- Critical thinking abilities
- Customer Service-Oriented
- Medical Equipment Operation
- Route planning expertise
- Safe driving techniques
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- City and non-city driving
- Multitasking
- Punctuality
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- GPS and route planning
- Passenger Safety
- Transportation
Languages
Spanish
Native or Bilingual
Timeline
Private Caregiver
Charles Heslin
10.2017 - 12.2021
Asst Manager/Driver
AGUT Transportation
03.2016 - 10.2024
Private Caregiver
Michelle Stieffel
02.2016 - Current
Intake Representative
Primary Home Health Care
08.2006 - 12.2014
Facilitator
Hidalgo County Headstart
03.1997 - 08.2006
Associate Degree Education - Early Childhood Education
South Texas College
High School Diploma -
McAllen Memorial High School
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