Vener Gascon
Naperville,IL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
25
25
years of professional experience
Work History
Dialysis Patient Care Technician
FMCNA
Naperville, IL
12.2004 - Current
- Upholds company's Core Values of Customer-Centricity, Respect for People, Safety, Integrity, and Agility.
- Provides compassionate care by listening to patients’ concerns and guiding them by answering any questions or concerns.
- Supports and collaborates with RNs to provide dialysis treatment to several patients at a time while maintaining functionality of the clinic.
- Reviews dialysis orders, notes general physical and mental condition of patient through observations and interview.
- Provides data to determine compliance to dietary or medical regimen and documents observations appropriately.
- Monitors each patient closely during treatment to check for any adverse reactions or change in condition and reports emergencies to the charge nurse.
- Performs routine quality control and safety checks on all equipment and supplies.
- Explains dialysis procedures and hemodialysis machine operation to patients prior to treatment to ease anxieties.
- Possess a combination of technical skills and genuine passion to develop deep relationships with patients and improve their quality of life.
Dialysis Patient Care Technician
Fox Valley Dialysis
Aurora, IL
10.2002 - 12.2004
- Provided chronic hemodialysis therapy: initiated dialysis via approved accesses, observed all safety measures, monitored patient vital signs, administered fluid therapy or other appropriate treatments as directed, and documented activity appropriately.
- Explained dialysis procedures to patients and answered questions and concerns prior to starting dialysis.
- Collected patient data: monitored and documented status of vascular accesses, reviewed lab work, patient observations, and sought guidance when levels are out of "normal" range for End Stage Renal Disease patients.
- Instructed patients in the care of fistulas and other open wounds.
- Reviewed physician orders, and reinforce treatment care with patients.
Application Analyst
CCC Information Services
Chicago, IL
05.2000 - 01.2002
- Supported daily operations and system maintenance procedures.
- Performed troubleshooting, maintenance and optimization of various financial applications.
- Provided training to clients in use of various systems and applications and deployed Executive Viewer modules.
- Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Applied knowledge of application components in conjunction with query tools to achieve business objectives.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
Associate Application Analyst
Shared Medical Systems
Berwyn, IL
02.1999 - 05.2000
- Responsible for technical support and maintenance of Lawson payroll and human resource applications.
- Reduced risk of failure by 100% on active Lawson application via implementation of vendor patches.
- Enhanced existing Lawson HR & accounting applications to improve workflow by 60%.
- Created and maintained user profiles in Lawson environment.
- Improved productivity and performance of applications.
- Developed scripts for automating data transfer between Lawson and Bottom Line products.
- Developed program that mapped data being transmitted from mainframe to Lawson environment for bank reconciliation, W2 forms and reports.
Disposition Analyst
The Custom Companies, Inc.
Northlake, IL
11.1996 - 02.1999
- Serves as centralized information center for all questions, inquiries and complaints by providing accurate information.
- Proactively communicates with customers to ensure customers’ needs are being met and/or exceeded plus resolve conflict issues.
- Takes ownership of customers issues and problems through conflict resolutions to establish satisfactory solution.
- Responds to telephone and email requests for service – pick-ups, quotes, tracking, tracing, problem solving, and provides proactive approach to shipment details and transit.
- Deescalates distressed shipments / finding timely and economical solutions.
- Handles agent/customer accessorial disputes.
- Maintains all necessary files and administrative paperwork required to respond to client and management requests.
- Serves as liaison between customers and vendors maintaining all relationships while always keeping culture and world-class customer service in mind.
- Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff.
- Ability to establish priorities and execute those priorities.
- Ability to identify, report, and correct problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Prepared variety of different written communications, reports and documents
- Identified issues, analyzed information and provided solutions to problems
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Education
Computer System Administration
Illinois Institute of Technology
Wheaton, IL10.1998
Bachelor of Arts - Graphic Design
Phoenix Institute of Technology
Phoenix, AZ09.1990
Skills
- Organization and Time Management
- Analytical and Critical Thinking
- Attention to Detail
- Good Telephone Etiquette
- Teamwork and Collaboration
- Information gathering
- Complex problem-solving
- Application Analysis
- Active Listening
- First Aid/CPR
- Decision Making
- Training and Development
- Self-Motivated
- Patient relationship management
Timeline
Dialysis Patient Care Technician
FMCNA
12.2004 - Current
Dialysis Patient Care Technician
Fox Valley Dialysis
10.2002 - 12.2004
Application Analyst
CCC Information Services
05.2000 - 01.2002
Associate Application Analyst
Shared Medical Systems
02.1999 - 05.2000
Disposition Analyst
The Custom Companies, Inc.
11.1996 - 02.1999
Computer System Administration
Illinois Institute of Technology
Bachelor of Arts - Graphic Design
Phoenix Institute of Technology