Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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Nadia Yagualca

San Fernando,California

Summary

Dedicated professional with over 6 years of experience in enhancing customer satisfaction and cultivating lasting business relationships. Recognized as a results-driven Team Lead, known for exceptional productivity and adeptness in conflict resolution. Core competencies include team coordination, strategic planning, and strong communication skills, all contributing to seamless operations and successful project outcomes. Aiming to leverage expertise in a dynamic environment that values initiative and innovative problem-solving.

Overview

9
9
years of professional experience

Work History

Team Lead, DME Rental

Sunmed Medical
Remote , CA
03.2021 - Current
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
  • Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
  • Identified needs of customers promptly and efficiently.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Identified opportunities for process improvements, implementing changes when required.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Enhanced onboarding procedures tailored to business needs growth.
  • Maintained open lines of communication with senior management, reporting team progress and challenges.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Ensured compliance with company policies and procedures throughout the team.
  • Championed the adoption of new technologies to improve team productivity and service delivery.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
  • Maintained accurate records of employee attendance and task completion times.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Resolved escalated customer complaints or queries promptly and efficiently.

Customer Service Representative

Joerns Healthcare Inc.
Chatsworth, US
11.2018 - Current
  • Managed diverse tasks including call volume related to durable medical equipment.
  • Coordinated back-end rental order management across various departments.
  • Cross-trained to manage diverse order types and corresponding processing protocols across multiple categories.
  • Facilitated delivery of accurate order information to field service team’s mobile devices.
  • Collaborated effectively with clinicians and patient family members.
  • Provided customer-focused support while maintaining confidentiality in all interactions.
  • Recognized as Employee of the Month for May 2019 following exceptional performance metrics within six months.

Patient Care Representative

West Medical
Tarzana, US
06.2018 - 10.2018
  • Represented clinic to answer inquiries concerning vein treatment and bariatric surgery services.
  • Addressed high volumes of inquiries through live online chats, phone calls and emails.
  • Facilitated conversations to evaluate if prospective patient needs aligned with clinic services regarding varicose vein and weight reduction interventions.
  • Facilitated effective communication between patients, physicians, and clinical teams.
  • Maintained accurate records in the database to ensure clinical staff access at all specified sites.
  • Clarified coverage specifics post-insurance review, highlighting applicability towards treatment options.

Assistant Store Manager

The Gap
Studio City, US
10.2015 - 01.2018
  • Supported General Manager with daily store operations, including time sheet reconciliation and balancing registers and safe nightly.
  • Reviewed associates' performance against daily, weekly, and monthly targets to enhance customer satisfaction.
  • Elevated team dynamics through coaching and recognition strategies.
  • Directed all aspects of recruitment, from evaluating applicants to conducting interviews and implementing onboarding procedures.
  • Directed team efforts to achieve successful customer interactions.
  • Analyzed real-time sales metrics to recognize opportunities and acknowledge achievements.

Education

Bachelor's - Journalism

California State University-Northridge
Northridge, CA
05-2020

High school or equivalent -

Taft High School
Woodland Hills, CA
06.2006

Skills

  • Retail Operations Management
  • Effective Team Development
  • Payroll Management
  • Inventory Management
  • Sales Management
  • Employee Onboarding
  • Proficient in Microsoft Office Suite
  • Proficient in EMR Systems
  • Organizational Management Experience
  • CRM System Proficiency
  • Order Management System
  • Fluent in Several Languages
  • Clinical Vocabulary
  • Work assignment delegation
  • Performance monitoring
  • Talent acquisition
  • Program development
  • Quality control
  • Deadline management
  • Employee evaluation
  • Customer-Centric Approach
  • Regulatory Standards Knowledge
  • Workflow management
  • Employee training
  • Complaint resolution
  • Coaching and mentoring
  • Process improvement
  • Insurance Benefit Interpretation Expertise

Personal Information

Authorized To Work: US for any employer

Languages

Spanish
Native/ Bilingual

Timeline

Team Lead, DME Rental

Sunmed Medical
03.2021 - Current

Customer Service Representative

Joerns Healthcare Inc.
11.2018 - Current

Patient Care Representative

West Medical
06.2018 - 10.2018

Assistant Store Manager

The Gap
10.2015 - 01.2018

Bachelor's - Journalism

California State University-Northridge

High school or equivalent -

Taft High School

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Nadia Yagualca