Sergio Serrano
Phoenix,AZ
Summary
Accomplished Operations Manager with a proven track record, demonstrating exceptional leadership and organizational skills. Expert in enhancing operational efficiency and fostering fun, team-oriented environments, with a flair for implementing effective policies and procedures. Fluent in Spanish, adept in Microsoft Office, and committed to delivering outstanding customer service.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Southwellness Medical
Paradise Valley, AZ
12.2020 - Current
- Oversee the operations of our community health branch, ProtectAZ Health, which runs a community health clinic in partnership with the International Rescue Committee (IRC), providing free medical care and services to asylum-seeking families and individuals being dropped off by ICE and the U.S. Border Patrol and other non-governmental organizations.
- Manage 30 employees at the clinic, consisting of medical providers, medical support staff, such as EMTs and MAs, and administrative staff.
- Interview and hire for all departments.
- Onboard medical volunteers and integrate them into the operation, depending on the volunteers' scope and skill sets.
- Responsible for maintaining and implementing HIPAA and patient confidentiality standards in the clinic.
- Monitor and approve employee timecards and leave requests.
- Monitor employee attendance records, and issue verbal and written warnings as needed.
- Monitor employee activity and productivity.
- Conduct employee performance reviews.
- Handle employee conflicts and reach resolutions.
- Issue disciplinary actions as needed.
- Create monthly employee schedules across all departments.
- Responsible for acquiring and monitoring employee and volunteer compliance items, such as HIPAA certificates, BLS/CPR certifications, Bloodborne Pathogen certificates, and all applicable employee and volunteer licensure.
- Responsible for the creation, implementation, and maintenance of clinic policies and procedures.
- Oversee clinic inventory, and order supplies as needed.
- Involved in community outreach and integration with organizations such as Creighton University, Maricopa County Reserve Corps, and community churches, aiding in the reception of asylum seekers in the Valley.
Guest Service Representative
Arizona Biltmore, A Waldorf Astoria Resort
Phoenix, AZ
12.2013 - 05.2021
- Welcomed guests, assisted with luggage, and facilitated valet parking services, ensuring a smooth arrival and departure experience for all guests.
- Provided guests with exceptional service, using the resort's required luxury language in every interaction.
- Coordinated closely with the front desk and concierge teams to ensure a seamless guest experience.
- Communicated effectively with fellow teammates, as well as other departments, including housekeeping and security, to ensure guest satisfaction.
- Memorized all room locations and details (705 across 7 wings), such as layouts, amenities, and ice machine locations.
- Maintained knowledge of the resort's policies and services to answer guest questions accurately.
- Handled minor guest issues with care and professionalism, and escalated concerns to management as needed.
- Used resort computer systems as required to provide valet and bellman services in a timely and organized manner.
Pantry Attendant
Arizona Biltmore, A Waldorf Astoria Resort
Phoenix, AZ
01.2013 - 11.2013
- Worked in a VIP guest lounge section of the resort, ensuring that food, beverages, and supplies were consistently stocked, available, and maintained to the highest standards.
- Maintained cleanliness of the lounge while delivering exceptional service to VIP guests.
- Helped maintain accurate inventory records of supplies.
- Followed proper food handling and hygiene procedures to ensure the safety and quality of all items.
Front Ensemble Instructor
Sierra Linda High School
Phoenix, AZ
05.2011 - 02.2013
- Responsible for holding weekly rehearsals with the front ensemble students to prepare them for the marching band season (football games and competitions).
- Taught the students technique, musicality, and performance skills for all front ensemble instruments, including mallet and auxiliary percussion.
- Collaborated with the band director and all other instructors to ensure consistency in instructional methods and repertoire.
- Developed exercises, warm-ups, and skill-building techniques tailored to the needs of the front ensemble students.
- Composed musical pieces to integrate into the existing musical scores.
- Attended all football game performances, as well as local and out-of-state competitions.
- Fostered a positive, respectful, and motivating team-oriented environment for students.
Education
Some College (No Degree) - Music & Criminal Justice
Glendale Community College
Glendale, CASkills
- Strong leadership skills
- Strong organizational and multitasking skills
- Excellent customer service and interpersonal abilities
- Friendly, approachable, and professional attitude
- Ability to work efficiently in fast-paced environments
- Detail-oriented, with a commitment to maintaining high standards
- Timely and dependable
- Proficient in basic inventory management
- Competent in Microsoft Office apps, as well as the ability to learn new systems and software quickly
- Proficient in employee scheduling systems
- Fluent in Spanish
Certification
- BLS certified
- Bloodborne Pathogen certificate
- Psychological First Aid training (PFA)
Languages
Spanish
Native/ Bilingual
Timeline
Operations Manager
Southwellness Medical
12.2020 - Current
Guest Service Representative
Arizona Biltmore, A Waldorf Astoria Resort
12.2013 - 05.2021
Pantry Attendant
Arizona Biltmore, A Waldorf Astoria Resort
01.2013 - 11.2013
Front Ensemble Instructor
Sierra Linda High School
05.2011 - 02.2013
Some College (No Degree) - Music & Criminal Justice
Glendale Community College
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