Vanessa Cardenas
City of Hope
Arcadia,USA
14
years of professional experience
Dynamic and results-driven professional with extensive experience in face-to-face patient interactions, excelling in fast-paced, high-pressure environments. Expertise in enhancing customer satisfaction and supporting operations while fostering a welcoming atmosphere through exceptional communication and teamwork. Proven ability to maintain confidentiality, adapt to shifting priorities, and take initiative in independent management tasks. Committed to delivering high-quality service with a strong work ethic, problem-solving mindset, and meticulous attention to detail, ensuring prompt resolution of issues and a consistently positive customer experience.
Work History
Lobby Ambassador & Hospitality Services
2 Years 9 Months- Provide frontline Hospitality and Information Services to patients, visitors, vendors, donors, and internal teams, creating a welcoming and supportive environment while providing guidance and general information in a high-volume setting of approximately 1,500–1,800 daily appointments.
- Serve as a Lobby Ambassador across internal and external campus environments, guiding patients and visitors to appointments and destinations through wayfinding, facility navigation, and personalized assistance at locations including Brawerman Lobby, Michael Amini Center, Hope Plaza, and Helford Clinical Research Hospital.
- Support internal lobby operations by identifying patients and visitors who may need assistance, providing direct guidance to their appropriate locations, and utilizing Epic through Dell tablets and desktop workstations to access appointment information, locations, and real-time patient flow data.
- Perform clerical and data-entry duties by documenting patient engagements, calls, transportation requests, destinations, and operational activity within established systems and departmental workflows.
- Direct patients, visitors, vendors, contractors, blood donors, and deliveries to appropriate locations while following hospital protocols, safety procedures, and facility access requirements.
- Provide hands-on mobility assistance by obtaining wheelchairs, assisting patients with entering and navigating campus facilities, supporting appointment check-in when needed, and coordinating handoffs to Volunteers or Patient Transport for continued assistance.
- Support City of Hope shuttle operations by entering passenger and destination information into iPad systems that transmit requests directly to drivers, communicating pickup and drop-off details, and ensuring patients and visitors are safely inside the vehicle before notifying drivers to proceed.
- Assist patients, families, and transportation providers with campus navigation by providing directions for services such as Uber, Lyft, Access, taxis, and other transportation providers, while helping drivers locate appropriate pickup and drop-off areas.
- Maintain real-time communication with Transportation, Exterior Management, Security, and Ambassador team members through walkie-talkies to support patient flow, address operational needs, and help maintain a safe and organized campus environment.
- Collaborate with Guest Services, Transportation, Security, Exterior Management, Valet, Patient Transport, Volunteers, and other hospital departments to communicate patient needs, obtain assistance, resolve concerns, and help ensure a seamless experience across campus.
- Adapt to changing patient, visitor, and operational needs across internal and external assignments, independently responding to challenges while serving as a compassionate and dependable presence for patients and families and reflecting City of Hope’s values of Trailblazing, Compassion, Inclusion, and Integrity.
Lobby Ambassador & Transportation
3 Years 1 Month- Provided high-level, face-to-face customer service to patients and visitors, guiding individuals to destinations, assisting with mobility needs, and supporting a safe, comfortable, and positive experience.
- Delivered timely patient transportation across campus locations, including Helford Hospital, Brawerman Center, Michael Amini Center, Outpatient Imaging Center, and designated parking areas.
- Used walkie-talkies for real-time transportation coordination, communicating updates, responding to urgent needs, and maintaining contact with Security, Valet Parking, and other operational teams.
- Adapted to changing priorities and high-pressure situations, exercising sound judgment during urgent or emergent circumstances while following established safety and operational protocols.
- Provided wheelchair assistance and comfort support and coordinated handoffs to volunteers for additional assistance with appointments.
- Maintained clean, organized, and welcoming transportation areas by sanitizing wheelchairs, cleaning shuttles,
- Fostered a compassionate and supportive environment for patients, visitors, coworkers, and employees across the City of Hope campus.
Cashier Associate
3 Years 10 Months- Assisted customers at checkout with sales, returns, and other transactions while providing courteous and helpful support in-person and over the phone.
- Fostered welcoming and positive store environment through effective communication with all customers.
- Maintained a high level of customer service in a fast-paced environment, consistently prioritizing the customer experience.
- Assisted customers at checkout with sales, returns, and other transactions, ensuring courteous and helpful support in-person and over the phone.
- Performed multiple roles efficiently, including cashiering, inventory management, and cleaning, often switching between tasks to support store operations.
- Adapted to changing store needs by taking extra shifts and adjusting hours to maintain workflow.
- Learned and executed cash handling procedures, including counting, securing, and depositing cash at the bank at the end of the night under management guidance.
- Built lasting connections with customers, encouraging repeat business and enhancing customer loyalty.
Orderly
2 Years- Streamlined daily operations by taking initiative and completing tasks that ensured a smooth clinic workflow.
- Created a hygienic and welcoming environment for visitors and clients in the veterinary lobby, enhancing their experience.
- Collaborated with veterinary technicians to proactively provide support, ensuring availability of supplies and equipment in the back area.
- Worked closely with veterinary technicians to anticipate and provide necessary support, ensuring they had the supplies and equipment needed in the back area.
- Enhanced daily operations by taking initiative and completing necessary tasks to support a smooth clinic workflow.
Education
Bachelor of Arts - Sociology
Bachelor of Arts Sociology -Community Studies
Associates of Arts Degree For Transfer - Sociology, Psychology
- Associates of Arts Degree for Transfer, Sociology
- Associates of Arts Degree for Transfer, Psychology
- Certificate of Achievement in CSUGE
Diploma
Senior Awards Night- Awarded a Scholarship
Skills
Excellent Customer Service
Data Entry
Detail-oriented and safety
Analytical & Organized
Adaptable in dynamic settings
Professional
Team player mentality
Collaborative Approach
Communication and interpersonal
Friendly & Personable
Positive Work Ethic
Optimistic outlook
Awards
Bachelor of Arts ( B.A.) in Sociology, Cal State University Dominguez Hills, 08/15/25,
City of Hope Values in Action Award for Service with a Sense of Urgency, FY23 Q2 Honorees, 06/07/23,
Associates of Arts Degree, Sociology, Citrus Community College, 06/01/19,
Associates of Arts Degree, Psychology, Citrus Community College, 06/01/19,
Certificate of Achievement in CSUGE, Citrus Community College, 06/01/19,
Senior Awards night - Awarded a Scholarship, 06/04/15,
Arcadia High School Diploma, 06/19/15
Timeline
Lobby Ambassador & Hospitality Services
City of Hope
11.2023 - CurrentRead More
Lobby Ambassador & Transportation
City of Hope
09.2020 - 10.2023Read More
Cashier Associate
Dollar Tree
09.2016 - 07.2020Read More
Orderly
Huntington Veterinary Hospital
07.2012 - 07.2014Read More
Arcadia High School
Diploma
Read More
Citrus Community College
Associates of Arts Degree For Transfer from Sociology, Psychology
Read More
California State University, Dominguez Hills
Bachelor of Arts from Sociology
Read More