Stefanie Vil
miami,fl
Summary
Detail-oriented nursing graduate with a proven ability to provide effective patient care. Passionate about educating patients and their families to achieve optimal outcomes. Exceptional communication skills in English and Creole. Known for high productivity and efficient task completion. Skilled in patient care management, emergency response, and infection control. Excel at teamwork and empathy for optimal patient outcomes.
Overview
10
10
years of professional experience
Work History
Nursing Student
Memorial Regional Hospital Hollywood
Hollywood, FL
08.2022 - 07.2024
- Performed patient assessments and developed individualized care plans.
- Provided direct nursing care to patients, including wound care, medication administration, and other treatments.
- Assisted with the preparation of laboratory specimens for testing.
- Communicated effectively with patients and their families to ensure understanding of treatment plans and instructions.
- Collaborated with multidisciplinary teams to coordinate patient care across departments.
- Maintained accurate documentation in electronic medical records system.
Substitute Teacher, K-12
Kelly Educational Staffing
Miami, FL
02.2023 - Current
- Led or moderated classroom discussions and guided exploratory thought.
- Operated computers or audio-visual aids to supplement class presentations.
- Provided guidance to struggling learners by offering alternative methods of instruction.
Fraud Prevention Representative
PSCU Financial Services
Miami, FL
01.2024 - Current
- Created detailed reports summarizing investigations into suspected fraudulent activity.
- Responded quickly to customer inquiries regarding suspected fraud incidents.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Provided technical support to other departments in resolving complex issues related to fraud prevention efforts.
- Interviewed witnesses and persons of interest to gather statements for use in criminal investigations.
Adult Protective Investigator
Department Of Children And Family Services
Miami, FL
12.2020 - 02.2023
- Collects information through observation and interviews with the vulnerable adults, relatives, and other parties associated with the case, as well as analysis of criminal, past service history and other records
- Assists victims with temporary emergency shelter placement and other emergency services
- Developed a strong and consistent presence at DCF, forged positive and professional working relationships with supervisors and staff
- Coordinated with other related agencies, therapists and services, and provided families with appropriate referral information as needed
- Commended by judges for professionalism and dedication by Court Appointed
- Special Advocates (CASAs) as well as attorneys, Worked closely with Assistant
- Attorney Generals on high profile cases successfully providing expert testimony in trial
- Advocate for system-involved adults experiencing neglect or violence Managed evolving caseload of 200+ cases
- Worked collaboratively with case managers and advocates to develop plans to respond to adult abuse and neglect cases
- Solution-driven professional with years deriving invaluable business intelligence from novel sources
- Practiced at discovering and exploiting underutilized resources to expand revenue and new business opportunities
- Keen to provide unparalleled business knowledge and peerless data accuracy to accelerate business growth and enhance ongoing performance
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Call Center Supervisor
Iqor
02.2015 - 03.2019
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Evaluated quality problems and performed assessments to identify and resolve issues.
Education
Bachelor of Science - Nursing
Florida Atlantic University
Boca Raton, FL08-2024
Bachelors of Applied Science - Public Safety Management
Miami Dade College
2018
Associates of Arts - Criminal Justice
Miami Dade College
2016
High School Diploma -
North Miami Senior High School
North Miami, FL05.2014
Skills
- Safety Awareness
- Treatment Recommendations
- Evidence Management
- Emotional Support
- Analytical and Critical Thinking
- Critical Thinking
- Quality Assurance and Control
- Customer Service Standards
- Data Integrity
- Quality Standards Adherence
- Database Maintenance
- Issue Identification
- Call Controlling
- Customer Support
- Customer Satisfaction
- Customer Inquiries
- Customer Correspondence
- Customer Data Confidentiality
- Customer Retention Strategies
- Issue and Complaint Resolution
- Quality Assurance Evaluation
- Clerical Support
- Customer Account Management
- Conflict Mediation Abilities
- Calm and Professional Under Pressure
- Document and Records Management
- Investigate Claims
- Report Writing
- Individual Sessions
- Process Updates
- Typing 50 Wpm
- Motivational Leadership
- Patient Assessments
- Home Visits and Inspections
- Verbal and Written Communication
Languages
Creole
Full Professional
Timeline
Fraud Prevention Representative
PSCU Financial Services
01.2024 - Current
Substitute Teacher, K-12
Kelly Educational Staffing
02.2023 - Current
Nursing Student
Memorial Regional Hospital Hollywood
08.2022 - 07.2024
Adult Protective Investigator
Department Of Children And Family Services
12.2020 - 02.2023
Call Center Supervisor
Iqor
02.2015 - 03.2019
Bachelor of Science - Nursing
Florida Atlantic University
Bachelors of Applied Science - Public Safety Management
Miami Dade College
Associates of Arts - Criminal Justice
Miami Dade College
High School Diploma -
North Miami Senior High School
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