Rocio Palafox
Loomis,CA
Summary
To continue my career with Kaiser Permanente in a challenging leadership position. Moreover, in an organization that will utilize management, supervision and administrative skills to benefit mutual growth and maximum success. Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering eleven years of extensive leadership experience in health care. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members. Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues. Experienced with leading and managing teams to achieve operational excellence. Utilizes strategic planning and effective communication to drive team performance. Track record of fostering collaborative environment and meeting organizational objectives. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level senior management position. Ready to help team achieve company goals. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
15
15
years of professional experience
Work History
Team Manager
Kaiser Permanente
03.2020 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Coordinated with other department heads to ensure alignment of team goals with overall company strategy.
- Led development and execution of strategic plans to meet company objectives, driving team success.
- Established team priorities, maintained schedules and monitored performance.
- Enhanced team productivity by implementing agile project management methodologies.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined communication within team, ensuring all members were aligned with project goals and timelines.
- Fostered culture of continuous improvement, encouraging team members to pursue professional development opportunities.
Teleservice Representative
Kaiser Permanente
09.2013 - 03.2020
- As teleservice representative at Kaiser Permanente, I take high volume of medical calls daily
- I quickly must analyze, and problem solve patients’ urgent needs
- I have become proficient in Kaisers online medical system as well as medical terminology
- I'm on the bilingual Spanish QBS level 1 by which I'm able to assist with Spanish speaking patients in a medical proficient manner
- Also, this past year I became a Union Steward for my team
- Taking the responsibility of my role to help my team members regarding our contract
- With the responsibility as a Steward, I have gained more experience with LMP and taking on the role with projects and presenting in Local Steering
- Working with my manager has given me the opportunity to gain leadership skills
SEIU-UHW Steward
Kaiser Permanente
09.2018 - 01.2020
Lead Teller
Wells Fargo
09.2012 - 08.2014
- Representing and defend the interested of my fellow employees as a labor union member
- Inform workers of their rights especially recently with the new contract
- Part of the Labor Management Partnership Knowledgeable with the overall UBT process
- As a teller at Wells Fargo, I was constantly in contact with customers assisting them in financial needs and concerns
- In a large facility I learned to communicate with various individuals to work as a team with the goal of helping our valued customers
- Working as a teller I was able to use my Spanish speaking skills to help non-English speakers
- Furthermore, I was recognized for my hard work and ambition that I was able to train new tellers in the process of learning a new job
- Overall, I gained analyzing and problem-solving qualities
Fine Jewelry Representative
Macys
12.2009 - 09.2012
- As a Fine Jewelry Representative at Macys, I worked daily learning new merchandise and informing customers about their future purchase
- I worked in a highly competitive team in which I learned to communicate with
- I was able to experience various training meetings and conventions and return to my store and train other employees about the upcoming jewelry
Education
MBA - Health Care Management
California Coast University
Santa Ana, CA07.2024
Bachelor of Arts - Spanish
California State University, Sacramento
Sacramento, CA05.2013
Associate of Science - Liberal Studies
Sierra Community College
Rocklin, CA01.2010
Skills
- Leadership
- Analytical
- Adaptability
- Ambitious
- Conflict Resolution
- Customer assistance
- Problem Solving
- Clear Communication
- Innovation
- Time management skills
- Focus
- Goal Orientation
- Impeccable organization skills
- Passion for Work
- Solution-oriented with exceptional critical thinking
- Operational Excellence
- Employee Engagement
- Recruitment support
- Team Leadership
- Teamwork and Collaboration
- Problem Resolution
- Training and Development
- Employee Coaching and Mentoring
- Customer Service
- Team Development
- Strategic Planning
- Documentation And Reporting
- Professional and Courteous
- Time Management
- Decision-Making
- Computer Skills
- Schedule Management
- Customer Relationship Management
- Problem-Solving
- Performance reviewing
- Goal Setting
- Multitasking
- Good Judgment
- Hiring and Training
- Employee Development
- Performance Evaluations
- Performance Tracking and Evaluation
- Process Improvement
- Excellent Communication
- Emergency Response
- Positive Attitude
- Attention to Detail
- Problem-solving abilities
- Reliability
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Schedule oversight
- Project Planning
- Task Delegation
- Multitasking Abilities
- Managing Operations and Efficiency
- Negotiation and Conflict Resolution
- Influencing skills
- Employee Scheduling
- Motivational Abilities
- Customer Focus
Accomplishments
- Supervised team of nineteen staff members.
Committees
- Diversity Committee: Currently in the Diversity Committee to bring health and Diversity awareness to the AACC
- Training Committee: Currently participating in the training committee to learn about new work flows or changes to scripts and make other teleservice representatives aware of the changes
- QBS Co-Lead: Participating as a Co-Lead in order to create solutions in the second language work flow in our work flow.
Languages
Spanish
Native or Bilingual
Timeline
Team Manager
Kaiser Permanente
03.2020 - Current
SEIU-UHW Steward
Kaiser Permanente
09.2018 - 01.2020
Teleservice Representative
Kaiser Permanente
09.2013 - 03.2020
Lead Teller
Wells Fargo
09.2012 - 08.2014
Fine Jewelry Representative
Macys
12.2009 - 09.2012
MBA - Health Care Management
California Coast University
Bachelor of Arts - Spanish
California State University, Sacramento
Associate of Science - Liberal Studies
Sierra Community College
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