Bilingual in English and Spanish, with strong emotional intelligence and a passion for serving the DFW population.
Highly knowledgeable within my scope of practice, with expertise in medical procedures, mobility assistance, and documentation requirements.
Strong work ethic and dedication to providing optimal patient care as a Certified Patient Care Technician (CPCT).
Proficient in specimen collection, patient monitoring, and managing medical equipment, ensuring a high standard of care.
Experienced in customer service with exceptional interpersonal skills, fostering positive patient and team relationships.
Technologically proficient: Skilled in using Electronic Health Records (EHR) systems for medical record management and HIPAA compliance.
Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
Knowledgeable in Windows XP, Mac OS, and various healthcare software platforms.
Adept in navigating patient management systems and telehealth tools for remote care coordination.
Capable of troubleshooting basic IT issues and ensuring smooth operations with medical equipment.
Team-oriented, adaptable to changing needs, and committed to supporting medical staff through critical thinking and organizational skills.
Work History
Medical Records Bookmarker
Veteran Evaluation Services
08.2023 - 11.2023
Managed and maintained electronic medical records, ensuring accurate and relevant information is readily available to support healthcare providers in their evaluations.
Consistently met and exceeded productivity targets by processing up to 1,600 pages per hour, ensuring timely completion of all documentation tasks.
Applied medical judgment to identify and include pertinent details, improving the accuracy and comprehensiveness of case notes.
Ensured full compliance with HIPAA regulations when handling all sensitive patient data and medical records.
Bilingual Retention Specialist
Globe Life And Accident Insurance Company
10.2022 - 02.2023
Developed comprehensive key performance indicator (KPI) reports for executive reviews, driving improvements in team performance and operational efficiency.
Coached and mentored sales representatives to better understand and meet customer needs, resulting in enhanced customer satisfaction and retention.
Conducted in-depth data analysis to align product offerings with evolving market demands, significantly boosting sales outcomes and overall business growth.
Bilingual Partner Experience Consultant
Zillow Group
10.2021 - 04.2022
Guided Spanish-speaking agents in effectively handling customer inquiries, improving response times by 15%.
Created comprehensive post-interaction resources for anticipated client questions, contributing to improved client engagement and satisfaction.
Consistently maintained a 95%+ client feedback score, surpassing performance metrics and driving customer loyalty.
Escalation Supervisor
MCI Telecommunications
08.2020 - 08.2021
Led a team responsible for COVID-19 contact tracing in Alabama, overseeing both inbound and outbound vaccine-related communications.
Launched and directed new campaigns as the first Bilingual Supervisor, serving key clients such as First National Bank Texas.
Trained and managed a bilingual business process outsourcing (BPO) team, ensuring consistent and high-quality service delivery.
Assisted with board meetings and translated documentation, improving cross-departmental communication and operational efficiency.
Education
Certified Electrocardiogram Technician -
National Healthcare Association
2024
Certified Patient Care Technician -
National Healthcare Association
2024
Training -
Dallas College, Dallas, Texas
2024
Relevant Coursework: Nursing assistant, Electrocardiography, Biology and Phlebotomy.
WorkReadyU Grant Recipient
High School Diploma -
North Mesquite High School, Mesquite, TX
2019
Awarded lighthouse recipient
Relevant Coursework: Medical Terminology & Introduction to healthcare.