Sonia Rodriguez
Yukon,OK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Patient Experience Specialist
Hanger Clinic
03.2017 - Current
- Enhanced patient satisfaction by providing personalized care and addressing individual needs.
- Empowered patients by providing resources on self-care management strategies after discharge from the hospital setting.
- Developed strong partnerships with community organizations to promote health and wellness programs for patients outside the hospital setting.
- Increased access to language services for non-English speaking patients, enabling better communication and stronger relationships with healthcare providers.
- Improved patient experience scores through effective communication and empathy.
- Coordinated with clinical staff to ensure seamless handoffs between departments during a patient''s stay at the facility.
- Managed difficult situations involving unhappy or dissatisfied patients, employing conflict resolution skills effectively.
Customer Care Team Manager
AT&T
01.1999 - 08.2016
- Created a supportive work environment by addressing team member concerns promptly, ultimately leading to higher employee morale and increased engagement levels.
- Enhanced customer satisfaction by implementing efficient team management strategies and regular performance evaluations.
- Increased first-call resolutions through rigorous monitoring of call handling metrics and targeted coaching interventions aimed at improving agent proficiency levels.
- Implemented effective conflict resolution techniques, fostering a positive workplace environment and reducing employee turnover.
- Streamlined communication channels for increased productivity and improved cross-functional collaboration within the team.
- Established clear performance expectations for each team member, enabling them to set realistic targets and achieve desired results consistently.
- Ensured adherence to industry best practices in customer service delivery, maintaining a consistently high level of professionalism and quality across all interactions.
- Encouraged professional growth by providing constructive feedback during performance reviews and recommending appropriate skill-building opportunities for team members.
- Promoted open communication within the team, encouraging feedback sharing and ongoing improvement initiatives from all members.
- Analyzed key performance indicators to identify areas of improvement, driving continuous growth in customer care quality.
- Facilitated collaborative problem-solving sessions among team members, fostering teamwork while addressing complex customer issues effectively.
- Conducted regular one-on-one meetings with team members to discuss individual progress and address any concerns or opportunities for development.
- Managed staffing levels according to business needs, optimizing resources while maintaining high-quality customer support services at all times.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Education
Master of Arts - Creative Writing
Institute Of Children's Literature
OnlineBachelor of Arts - Public Communications
University of Puerto Rico
Rio Piedras, PRSkills
- Policy Adherence
- Problem-solving abilities
- Attention to Detail
- Time Management
- Problem-Solving
- Multitasking
- Calm and Effective Under Pressure
- Punctual and Hardworking
- Detail Oriented
- Reliability and Dedication
- Decision-Making
- Adaptability and Flexibility
Accomplishments
- Author of What Doesn't Break Us
Languages
Spanish
Native or Bilingual
Timeline
Patient Experience Specialist
Hanger Clinic
03.2017 - Current
Customer Care Team Manager
AT&T
01.1999 - 08.2016
Master of Arts - Creative Writing
Institute Of Children's Literature
Bachelor of Arts - Public Communications
University of Puerto Rico
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