Highly motivated and detail-oriented professional with over 10 years of experience in customer service roles. Seeking a challenging position to utilize my problem-solving skills, communication abilities, and extensive knowledge in customer relationship management. Committed to enhancing experiences and proving exceptional customer service.
Overview
12
12
years of professional experience
Work History
Patient Relations/ Experience Ambassador
Children's Memorial Hermann Hospital
01.2021 - Current
Consulting with supervisors/ managers/ directors to access cases and plan strategies for enhancing care
Conducting callbacks on patients who have discharged to follow up, making sure that they have all that they need post-discharge
Serving as liaison between patients, their families, and the hospital staff
Conducting customer experiences teach-back section for patient relation representatives
Promoting, motivating, and mentoring staff in professional growth and development
Conducting patients' experiences presentation for new hires
Conducting monthly meetings with oncoming resident doctors to enhance patient experience
Executing service recovery and follow-up to patient/families' concerns
Analyzing Qualtrics survey, scores, and trends
Daily rounding in the Emergency department with patients who have been holding for hours at a time to ensure satisfactory connection prior to transfer to floor
Daily rounding on general pediatrics unit, pediatric trauma unit and pediatric epilepsy unit to connect with patients and families
Coordinating analytic resolutions for patient concerns
Participating in projects based on unit areas of improvement and growth
Patient data collection and documentation
Patient Care Technician
Children's Memorial Hermann Hospital
01.2018 - 01.2021
Recorded temperature, blood pressure, pulse, and respiration rate as directed by medical or nursing staff
Remained alert to problems or health issues of patients and competently responded
Monitored and maintained cleanliness, sanitation and organization of nursing stations and service areas
Monitored progress and documented patient physical, emotional, and symptomatic health changes in patient condition and communicated it to the correct chain of command
Provided assistance in daily living activities and needs by dressing, grooming, bathing, and toileting patients
Supported unit efficiency by maintaining current and accurate clerical paperwork and charts
Removed IV's, provided foley care, recorded drainage, intake and output, assisted with mobility, in a high paced work environment
Operations Manager
Fitness Connection
01.2014 - 01.2018
Record details of attendance, sales, receipts, reservations, and repair activities
Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
Calculate and quote charges for services
Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls
Keep records of calls placed and received, and of related toll charges
Maintain wellness and fitness-related schedules, records, or reports
Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
Transmit information or documents to customers, using computer, mail, or facsimile machine
Receive payment and record receipts for services
Assist customers with updating card and/ or switching to bank draft
Help customers with collection accounts and balances
Responsible for making schedules and scheduling staff
Payroll and timecard submission with ADT
Managing and developing a team of 14 employees
Education
Associates - Nursing
Lonestar College- University Park
01-2027
MRT certification - undefined
College of Healthcare Professions
08.2013
High School Diploma - undefined
Eisenhower High School
06.2013
Skills
Bilingual, fluent in both English and Spanish
Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively
Ability to handle multiple tasks, changing priorities and time constrains with good accuracy
Proficiency with Word, Excel, Microsoft Office, and Outlook
Efficient and excellent understanding of medical terminology