Minelis Faguaga
Pembroke Pines
Summary
Dynamic customer service professional with extensive experience in addressing and resolving customer issues. Recognized for a strong commitment to team collaboration and consistently achieving positive outcomes while fostering a supportive work environment. Reliable and adaptable, possessing exceptional communication and problem-solving skills that enhance customer satisfaction and drive operational success. Passionate about delivering outstanding service and contributing to team goals while maintaining a customer-centric approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CSR
Leader Animal Specialty Hospital
09.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new staff on company policies, procedures, and efficient handling of customer interactions.
- Managed high call volumes, maintaining a professional demeanor during peak hours, and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Uphold strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Maintained current and accurate medical records for patients.
Behavioral Health Technician
Navy
07.2021 - 06.2024
- Conducted 15 bedside safety checks for patient admissions.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Provided crisis intervention services, successfully de-escalating situations, and ensuring patient safety.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Implemented therapeutic activities that promoted skill-building, self-awareness, and healthy coping mechanisms.
- Recognize individuals under the influence of drugs or alcohol, and the typical behaviors associated with each.
- Adhered to strict confidentiality guidelines while managing sensitive patient information, maintaining privacy, and trust among clients.
- Performed client intake procedures according to internal standards for new admissions.
- Assisted patients in developing individualized goals for recovery and provided ongoing support throughout the process.
- Mentored new Behavioral Health Technicians joining the team, sharing best practices and helping them acclimate quickly to their new role responsibilities.
- Demonstrated proficiency in utilizing electronic health record systems for efficient data entry and retrieval purposes related to clinical documentation requirements within the field of behavioral health.
- Used MHS Genesis to document patient information, progress notes, and treatment plans.
Hospital Corpsman (Medical Assistant)
Navy
07.2021 - 06.2024
- Maintained detailed records of 3,000 patients' medical histories, exam findings, and treatment plans to facilitate efficient communication among healthcare team members.
- Monitored vital signs, documented temperature, pulse, and blood pressure, and performed venipunctures to assess the conditions of 300 patients.
- Contributed to the development of new training materials for incoming Hospital Corpsmen, enhancing overall knowledge within the department.
- Assisted in medical examinations, treatments, and procedures for diverse conditions and patient populations, including migrants, foreign nationals, active duty personnel, contractors, and civilian personnel.
- Assisted in surgical procedures, RFA (Radiofrequency Ablation), MBB (Medial Branch Block), hip nerve block, TFESI (Transforaminal Epidural Steroid Injection), maintaining a sterile environment, and managing surgical instruments with precision.
- Streamlined clinic operations by assisting with scheduling appointments, managing patient flow, and coordinating follow-up care as needed for over 400 patients.
- Coordinated inventory management efforts for medical supplies worth $100,000 in equipment and supplies. Minimizing waste while ensuring adequate stock levels for seamless operations.
Veterinary Technician
Teacups Puppies & Boutique
03.2018 - 05.2021
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases, and control odors.
- Educated clients on preventive care measures, such as vaccination schedules, heartworm prevention, flea/tick control, and nutrition guidelines.
- Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.
- Administered medications to animals in treatment and documented changes in condition.
- Answered owner animal health questions and advised on best care practices.
Education
Certificate - Behavioral Health
Medical Education And Training Campus
San Antonio06.2023
Certificate - Medical Assisting
Hospital Corpsman Basic Training
San Antonio01.2023
High School Diploma - undefined
Mcarthur High School
Hollywood, FL07.2011
Skills
- Crisis Intervention & Conflict Resolution Emergency Response & First Aid (BLS Certified)
- Passenger Care & Safety Procedures
- Communication & Interpersonal Skills
- Cultural Sensitivity & Emotional Intelligence
- HIPAA & Confidentiality
- Compliance Bilingual: English & Spanish
- Patient documentation
- Team collaboration
- Adaptability and flexibility
Certification
- BLS (Basic Life Support) Certification
- TCCC (Tactical Combat Care) Certification
- Behavioral Health Technician
- General Hospital Corpsman Certified
- Auricular Acupuncture Certified
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
CSR
Leader Animal Specialty Hospital
09.2025 - Current
Behavioral Health Technician
Navy
07.2021 - 06.2024
Hospital Corpsman (Medical Assistant)
Navy
07.2021 - 06.2024
Veterinary Technician
Teacups Puppies & Boutique
03.2018 - 05.2021
Certificate - Medical Assisting
Hospital Corpsman Basic Training
High School Diploma - undefined
Mcarthur High School
Certificate - Behavioral Health
Medical Education And Training Campus