Monica Torres Rodriguez
Santa Rosa,CA
Summary
Professional Bilingual employee dedicated to providing excellent service. Comfortable working in fast-paced environment attending to all needs including incoming calls, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Ongaro And Sons
Santa Rosa, CA
09.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Handled outbound calls in regard to scheduling.
- Processed customer payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
Bilingual Teachers Assistant
Sebastopol Union School District
Sebastopol, CA
08.2017 - 05.2021
- Prepared bulletin boards, classroom materials and individual student portfolios to support teacher plans.
- Graded assignments and tests using answer key, documented results and informed lead teacher of students' performance.
- Helped supervised 15 or more students on field trips by performing head counts and maintaining group proximity to account for all children in busy, public environments.
- Assisted teachers with lesson preparation and curriculum implementation.
- Engaged with teacher and students and encouraged children to develop physically, emotionally and socially.
- Assisted with maintenance of clean, safe, healthy and developmentally appropriate classroom environment and supported bilingual needs.
COVID-19 Tester
Medivolve
Santa Rosa, CA
07.2020 - 12.2020
- Handled and stored potentially contaminated nasal, oral and blood samples to prevent compromise.
- Reported positive and negative response cases according to established protocols and reporting mandates.
- Interpreted and processed on-site-only test data according to RMI documentation requirements.
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
- Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols.
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records.
- Oversaw in-person and curbside patient registration and processing.
- Donned and removed personal protective equipment (PPE) per company protocols.
- Documented and verified patient information using laboratory information system.
- Collect blood and tissue samples with focus on accuracy and adherence to aseptic techniques.
- Maintained strict aseptic fields when collecting biological samples, minimizing staff, and patient infection risks.
Private Caregiver
Private Care Association
Santa Rosa, CA
05.2013 - 10.2013
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Worked with supervisory medical staff to review cases and improve care.
- Assisted with meal planning to meet nutritional plans.
- Helped clients maintain daily living standards by assisting with personal hygiene needs.
- Performed light housekeeping duties such as making beds, sweeping floors and sanitizing surfaces.
- Assisted patients with daily personal hygiene such as bathing, dressing and grooming.
- Maintained clean and well-organized environment to promote client happiness and safety.
- Administered necessary medications as directed by care plan.
- Monitored and reported clients' progress.
Education
Phlebotomy Technician - Phlebotomy
CalRegional
Santa Rosa, CA10.2021
High School Diploma -
Analy High School
Sebastopol, CA06.2010
Skills
- Bilingual
- Scheduling
- Call Management
- Documentation
- Computer Proficiency
- Customer Service
- Prioritization
- Reporting and Analysis
- Quality Assurance
- Attention to detail
- Defect Removal
- Sample Collection
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Ongaro And Sons
09.2021 - Current
COVID-19 Tester
Medivolve
07.2020 - 12.2020
Bilingual Teachers Assistant
Sebastopol Union School District
08.2017 - 05.2021
Private Caregiver
Private Care Association
05.2013 - 10.2013
Phlebotomy Technician - Phlebotomy
CalRegional
High School Diploma -
Analy High School