Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Additional Information
Generic

Vanessa Rodriguez

Cleveland

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Youth Intervention Specialist

Lutheran Metropolitan Ministries- Next Step
03.2024 - Current
  • Built strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
  • Promoted a positive learning environment by incorporating social-emotional learning strategies into daily activities.
  • Facilitated small group instruction for targeted skill development, enhancing emotional growth for all participants.
  • Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
  • Improved communication skills among youths by encouraging group discussions and collaborative projects.
  • Facilitated conflict resolution among program participants, fostering an atmosphere of mutual respect and understanding within the group setting.
  • Completed clear and concise documentation of youth behavior and actions.
  • Delivered crisis intervention services when necessary, addressing urgent concerns promptly while maintaining safety for all involved parties.
  • Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
  • Utilized system model to teach youth life skills in accordance with individualized treatment plans.
  • Assisted with daily living skills training, supporting self-sufficiency among program participants.
  • Attended Handle With Care trainings to enhance staff and youth safety during physical intervention.
  • Maintained accurate case records, ensuring compliance with organizational policies and state regulations.

Re-Entry Stability Specialist

Eden Housing Inc
03.2023 - Current
  • Helped prevent the loss of housing for participants on the program
  • Recruited and marketed to landlords to participate in housing programs and assist with mediating any landlord/tenant disputes once participant is in housing
  • Communicated regularly with case management partners to inform and give updates on program information and status change
  • Reduced program wait times by effectively managing caseloads and prioritizing urgent cases.
  • Provided ongoing follow-up care after initial interventions were implemented ensuring continued stability among successful cases.
  • Conducted thorough assessments of client needs, identifying key areas for intervention and support.

Resident Supervisor

Oriana House, Inc.
08.2021 - 12.2022
  • Supervised the daily activities of clients while in the facility to include, but not limited to: clean up, signing in and out of the facility, recreation, visitation, and meal times.
  • Accurately accounted for the whereabouts of each client by conducting and documenting facility whereabouts three (3) times per shift in accordance with Agency policy and procedures.
  • Maintained an active presence on the floor (common and dorm areas) by conducting frequent circulations of the facility at a minimum 60 minute interval.
  • Consistently adhered to, enforced, and effectively implemented Agency and program policies and procedures and keeps current of any changes in policies and procedures.
  • Completed scheduled activities including, but not limited to: intakes, random alco-sensor tests, urine drug screens, dorm searches, pat downs, and emergency drills (fire, tornado, etc.) in accordance with established policies and procedures
  • Improved resident satisfaction by addressing concerns promptly and effectively.
  • Encouraged positive behavior among residents through role modeling appropriate conduct.
  • Evaluated resident feedback to inform improvements in programming and community management practices continuously.
  • Developed strong relationships with residents, fostering a sense of belonging within the community.
  • Supported struggling residents by connecting them with appropriate campus resources or counseling services when needed.
  • Coordinated emergency response efforts during crisis situations, prioritizing safety for all involved parties.

Consultant

Progressive
10.2018 - 09.2021
  • Built trust by understanding the unique needs of our customers, and offering the best insurance solutions to meet those needs
  • Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.

Residential Treatment Specialist / OhioGuidestone

Ohio Guidestone
08.2017 - 08.2018
  • Supervised clients in his/her charge assuring that a safe and therapeutic environment is maintained for all, 24 hours a day, 365 days a year.
  • Developed strong relationships with residents, fostering trust and open communication to support their treatment goals.
  • Organized recreational activities for residents that promoted social interaction while also supporting their therapeutic goals.
  • Maintained a safe living environment for residents, conducting thorough room checks and enforcing house rules consistently.
  • Encouraged resident autonomy by teaching effective problem-solving techniques and goal-setting strategies.
  • Participated in ongoing professional development opportunities, ensuring a high level of expertise in the field and continually improving service delivery.
  • Handled emergency situations such as environmental, weather related and physical injury and provided crisis intervention in response to behavioral acting out clients according to agency guidelines.
  • Developed and consistently implement predictable routines for daily functioning, including wake-up, hygiene, meals and bedtime.
  • Present self as a role model for clients and in establishing relationships, maintains professional child care/client boundaries.
  • Completed all required paperwork daily and participate and satisfactorily complete all required training, supervision and team meetings including CIR's.
  • Assisted residents in developing essential life skills through hands-on activities and educational workshops.

Referral Office Liaison

METROHEALTH SYSTEM
10.2016 - 08.2018
  • Processed referrals from external providers and facilities into The MetroHealth System.
  • Enrolled, registered, and scheduled appointments.
  • Processed RX refill requests and provided scheduling and desktop support to MyChart users.
  • Obtains feedback for referring providers as needed. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.
  • Data collection
  • Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
  • Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
  • Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Coordinated special accommodations for patients with specific needs or requests, ensuring their comfort during appointments.
  • Supported clinic operations by assisting with administrative tasks such as filing, data entry, and phone management when needed.

Patient Access Representative

Cleveland Clinic
07.2016 - 07.2017
  • Performed registrations by completing an accurate face to face interview to obtain demographic, insurance, medical and financial information.
  • Reviewed eligibility response to assess patient's benefit level.
  • Prepared patient estimates either using software or following established policies and procedures.
  • Advised patients of out-of-pocket expenses and collected payment.
  • Utilized screening tool for self-pay patients to determine any possible pay source.
  • Refered patients to Financial Counselors in accordance with established policies and procedures.
  • Data collection
  • Medical billing, Medicare, Medicaid and commercial payor

Support Specialist

Via Quest
01.2015 - 12.2016
  • Assist clients with daily living skills, including but not limited to preparing meals, escort clients to and from doctor's appointments and outings Ensure safety of all clients also handle emergency situations such as environmental, weather related and physical injury and provide crisis intervention in response to behavioral acting out clients according to agency guidelines.
  • Administer medications.

Rental Agent

Enterprise Holdings
04.2014 - 01.2015
  • Greeted customers and provided world class customer service.
  • Completed paperwork with the customer and taking payments.
  • Gathered market intelligence on competitors' activities.
  • Cross sell proper add-ons to optimize travelers vacation or business experience.
  • Resolve overdue rentals.
  • Respond to customer questions or complaints.

Home Health Aide

First Choice
01.2012 - 03.2014
  • Assisted patients with daily living skills such as, bathing, feeding, and dressing.
  • Assisted patients with mobility such as range of motion exercises, and ambulation.
  • Follow infection control procedures.
  • Promoted patient safety and environmental cleanliness such as make bed, practice standard precautions, practice medical asepsis and infection control.

Teller

KeyBank
07.2008 - 01.2012
  • Worked with customers on a daily basis, meeting their banking needs and either answering or referring their financial questions to the appropriate supervisory individuals.
  • Accepted and processed customer deposits, withdrawals and loan payments.
  • Maintained and balanced a cash drawer daily.
  • Secured the financial institution nightly.
  • Responded to customer inquiries regarding account balances.
  • Used 10 key to process monetary transactions.

Education

Some College - Criminal Justice

Cuyahoga Community College
Parma, OH
05.2014

Diploma - undefined

Cleveland Christian Academy
02.2005

Skills

  • Crisis management
  • Record management
  • Experienced with Microsoft Office applications
  • Team management
  • Microsoft Word
  • Extensive data entry experience
  • Effective organizational skills
  • Experience with Epic Systems
  • 50 WPM
  • Effective team collaboration

Accomplishments

  • Improved referral procedures resulted in more clients being helped and better environments.


Certification

  • Drivers License
  • Home Health Aide

Timeline

Youth Intervention Specialist

Lutheran Metropolitan Ministries- Next Step
03.2024 - Current

Re-Entry Stability Specialist

Eden Housing Inc
03.2023 - Current

Resident Supervisor

Oriana House, Inc.
08.2021 - 12.2022

Consultant

Progressive
10.2018 - 09.2021

Residential Treatment Specialist / OhioGuidestone

Ohio Guidestone
08.2017 - 08.2018

Referral Office Liaison

METROHEALTH SYSTEM
10.2016 - 08.2018

Patient Access Representative

Cleveland Clinic
07.2016 - 07.2017

Support Specialist

Via Quest
01.2015 - 12.2016

Rental Agent

Enterprise Holdings
04.2014 - 01.2015

Home Health Aide

First Choice
01.2012 - 03.2014

Teller

KeyBank
07.2008 - 01.2012

Diploma - undefined

Cleveland Christian Academy

Some College - Criminal Justice

Cuyahoga Community College

Additional Information

  • SKILLS
  • Conflict resolution
  • Data management
  • Team liaison
  • Data entry
  • Self-motivated
  • Skilled in Epic Software
  • Customer-oriented
  • Quick learner
  • Credit card processing
  • Multi-line phone talent
  • Creative problem solver
  • Medical terminology knowledge
  • 10 key
  • CPI, CPR, crisis intervention
  • Customer Service, Data Entry, insurance, Inventory
  • Medication Administration
  • Excel, Office, Power Point, Microsoft Word, Type 50 wpm, Word Perfect
  • Document scanning
  • Strong verbal communication
  • Interpersonal and written communication

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