Summary
Work History
Education
Skills
Languages
Certification
Overview
Websites
Timeline
Valerie  Garcia Serrano

Valerie Garcia Serrano

Summary

  • 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.
  • Elected Captain of the JROTC Honor guard
  • Elected Captain of the Biology club
  • Elected Captain of the Crime-stoppers club

Skills

  • Clinical training
  • Patient Observation
  • Safety Monitoring
  • Behavioral Health
  • Acute and rehabilitative care
  • Mobility Assistance
  • Cultural awareness
  • Infection control standards
  • Emergency procedures
  • HIPAA Compliance
  • Emergency protocols
  • Medical recordkeeping
  • Specimen Collection
  • Vital signs monitoring

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Certification

  • CPCT/A - Patient Care Technician/Assistant
  • CET - EKG Technician

Overview

3
3
years of professional experience

Timeline

Medical Records Bookmarker - Veteran Evaluation Services
08.2023 - 11.2023
Bilingual Retention Specialist - Globe Life And Accident Insurance Company
10.2022 - 02.2023
Bilingual Partner Experience Consultant - Zillow Group
10.2021 - 04.2022
Escalation Supervisor - MCI Telecommunications
08.2020 - 08.2021
National Healthcare Association - Certified Electrocardiogram Technician,
National Healthcare Association - Certified Patient Care Technician,
Dallas College - Training,
North Mesquite High School - High School Diploma,
Valerie Garcia Serrano