Michelle Needham-Zelaya
Cheyenne,WY
Summary
Proven Communication Specialist at Cheyenne VA Healthcare System, adept in crisis management and community engagement. Enhanced team performance and patient care through innovative communication strategies, leading to significant improvements in customer service and operational efficiency. Skilled in analytics and project management, consistently delivering results beyond expectations. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
9
9
years of professional experience
Work History
Communication Specialist
Cheyenne VA Healthcare System
Cheyenne, WY
05.2021 - Current
- Gathered information on customer opinions and adjusted plans to capitalize on current trends.
- Trained employees on effective communication techniques, improving overall team performance and collaboration.
- Served as a trusted advisor to senior leadership on matters related to internal messaging during times of organizational change.
- Answered client queries and complaints to provide strong customer service.
- Addressed customer complaints and bad publicity promptly to preserve company integrity and image.
- Made cold calls and created email lists for helpful healthcare emails.
- Produced and distributed brochures, newsletters and media kits.
- Assisted with multi-phone line system and directed patient calls to correct staff.
- Created an information line for the facility to assist employees and patients with questions on how to access healthcare and information on all departments in the facility
- · Monitors end user satisfaction to drive program enhancements and increase performance of program
- · Work closely with other departments (both nationally and locally) to ensure that patient care is accomplished with the aid of My HealtheVet, and redundancy is eliminated. I also try to provide additional information on other resources available to staff
- · Assisted with developing and implementing effective communication strategies that align with the VA Healthcare Mission.
Veteran Experience Liaison
Cheyenne VA Healthcare System
Cheyenne, WY
12.2018 - 05.2021
- Served as primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Maintained up-to-date knowledge of healthcare trends, sharing insights with colleagues to drive continuous improvement efforts.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Attended facility meetings to ensure consistency in upholding policies was adhered to in all departments
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Answered multi-line phone system and assisted patients through verbal, written and in-person communication.
Program Assistant
Cheyenne VA Healthcare System
Cheyenne, WY
10.2015 - 12.2018
- Assisted with planning and coordinating day-to-day activities of 16+ staff members.
- Established rapport with patients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Supported planning and coordination of Community Care and Compensation and Pension programs and associated activities simultaneously.
- Prepared clearly written and formatted documents and reports.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Strengthened communication between team members by establishing clear channels for information sharing.
- Promoted an inclusive workplace environment where diversity was valued, leading to more innovative ideas being shared among team members.
- Offered technical support and troubleshot issues to enhance office productivity.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Volunteered to help with special projects of varying degrees of complexity.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Increased customer service success rates by quickly resolving issues.
- Answered patient issues through verbal, written and in-person communication.
- Operated multi-line phone system daily
Education
Pre-Nursing
Laramie County Community College
Cheyenne, WYSkills
- Verbal Communication
- Community Engagement
- Editing and proofreading
- Crisis Management
- Analytics and Reporting
- Customer Service
- Problem-Solving
- Team Management
- Data Entry
- Project Management
Timeline
Communication Specialist
Cheyenne VA Healthcare System
05.2021 - Current
Veteran Experience Liaison
Cheyenne VA Healthcare System
12.2018 - 05.2021
Program Assistant
Cheyenne VA Healthcare System
10.2015 - 12.2018
Pre-Nursing
Laramie County Community College