Steffanie Reyes-Rodriguez
Hammond,LA
Summary
Customer service-oriented professional with 8+ years of healthcare industry experience. Accustomed to working with vulnerable populations in environments where accuracy and accountability are essential. Consistently models and inspires high levels of integrity. Follows policies, procedures, and guidelines to assure consistent quality. Strong verbal, written and interpersonal communication skills. Well-organized, manages time and priorities in multi-task environments. Builds trust and respect by consistently meeting and exceeding expectations. Microsoft Office Applications – Word, Outlook, Excel, and PowerPoint | Typing Speed: 40 WPM American Academy of CPR & First Aid, Inc. | First Aid and CPR Training High Academic Honors Recognition / Awards: Dean's List | Alpha Beta Kappa (ABK) National Honor Society – Member
Overview
15
15
years of professional experience
Work History
Team Lead
Concentrix (Remote)
11.2022 - Current
- Manage payroll for agents in timely manner.
- Promote positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Serve as role model for team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Enhance overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Set strategies, monitor progress and oversee daily operations
- Ability to be part of team and independent
- Utilize problem solving skills daily.
- Directed and supervised team of 20+.
Product Support Agent / Customer Service II - Call Center
Concentrix (Remote)
01.2021 - 11.2022
- Answered inbound calls and provided technical support as needed.
- Utilized Salesforce software to document customer interactions.
- Continuously improved call handling skills, system knowledge, and communication skills.
- Championed company-wide initiatives focused on enhancing overall customer experience, resulting in increased satisfaction scores and positive brand perception.
- Contributed to development of standardized responses for frequently encountered issues, leading to increased consistency within support team's communication efforts.
- Managed approximately 50-60 calls daily.
Direct Support Worker
Care INC
08.2014 - 12.2020
- Assisted with activities of daily living - personal hygiene, mobility, exercises, and feeding.
- Planned and prepared meals according to specified diets.
- Managed medication administration, ensuring proper adherence to prescribed regimens for optimal health outcomes.
- Conducted regular assessments of clients' progress, adjusting care plans as needed to promote ongoing improvement.
- Maintained accurate documentation of client interactions, progress, and incidents for thorough record-keeping purposes.
- Managed 1-2 clients daily.
Direct Support Professional
Island Enterprise LLC
04.2013 - 07.2018
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Documented and reported changes in patient habits, condition, and activities.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Assisted 1-2 clients daily.
Direct Support Professional
Dream Team Inc
05.2012 - 01.2013
- Implemented best care methods for patients with developmental disabilities.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Documented and reported changes in patient habits, condition, and activities.
- Maintained clean, safe, and well-organized patient environment. Assessed clients' needs on ongoing basis, making adjustments to support plans as necessary to ensure optimal outcomes.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Transported clients to and from medical appointments with safety and efficiency.
- Assisted 1-2 clients daily.
Hostess / Customer Service Representative
Cracker Barrel
06.2009 - 05.2012
- Served major role in establishing atmosphere for guests.
- Courteously greeted patrons and directed them to their tables.
- Served approximately 100 guests daily.
- Ensured surroundings are inviting by making certain front area is clean, neat, and organized.
- Trained employees on company policies and job procedures.
Education
Associate of Science Degree – Health and Human Services -
Ultimate Medical Academy
Clearwater, FL01.2020
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Schedule Management
- Employee Evaluation
- Diversity and Inclusion
- Key Performance Indicators
- Regulatory Compliance
- Influencing skills
- Trend tracking
- Production Monitoring
Key Qualifications
- Family Dynamics
- Diversity
- Cultural Diversity
- Human Behavior
- Social Welfare
- Values and Ethics
- Medical Terminology
- HIPAA Compliance
- Interpersonal Professional Communications
- Health and Human Services
- Behavioral Health Intervention
- Intervention Strategies
- Advocacy
- Community Resources
- Vulnerable Populations
- Crisis Intervention
Volunteer Experience
Private Duty Care, Gonzales, LA, 06/2007, 03/2008, Caregiver, Maintained a safe, secure, and healthy environment., Assisted with activities of daily living - personal hygiene, mobility and feeding., Handled light housekeeping duties, prepared meals, and ran errands., Completed daily logs documenting patient condition and activities and any changes to patient care plan.
Timeline
Team Lead
Concentrix (Remote)
11.2022 - Current
Product Support Agent / Customer Service II - Call Center
Concentrix (Remote)
01.2021 - 11.2022
Direct Support Worker
Care INC
08.2014 - 12.2020
Direct Support Professional
Island Enterprise LLC
04.2013 - 07.2018
Direct Support Professional
Dream Team Inc
05.2012 - 01.2013
Hostess / Customer Service Representative
Cracker Barrel
06.2009 - 05.2012
Associate of Science Degree – Health and Human Services -
Ultimate Medical Academy
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