Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Venessa Mercado

Glendora,CA

Summary

Dynamic Patient Relations Liaison at Optum with proven project management and analytical skills. Enhanced customer satisfaction through effective mediation and streamlined processes, driving organizational growth. Spearheaded CRM adoption, significantly improving sales forecasting. Recognized for cultivating relationships and fostering collaboration across teams, resulting in improved performance outcomes.

Overview

11
11
years of professional experience

Work History

Patient Relations Liaison

Optum
09.2024 - Current
  • Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
  • Supported organizational growth through active participation in networking events, conferences, and professional associations.
  • Increased overall productivity by streamlining internal processes and introducing new tools for more efficient workflow management.
  • Successfully communicated with entities inside and outside of business.
  • Managed complex schedules to coordinate travel, meetings, and events for executive leadership teams.
  • Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Collected, arranged, and input information into database system.
  • Created and managed project plans, timelines and budgets.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Contributed to the successful execution of company-wide initiatives through diligent tracking of project milestones and deliverables.

SALESFORCE CRM & TRAINING LEADER

Optum
08.2019 - 09.2025
  • Made customers aware of current and new programs and services.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Evaluated training needs to improve training quality.
  • Provided virtual training and online presentations.
  • Recruited, trained and mentored new instructors.
  • Provided in-house training to new employees concerning maintenance of standardized training approaches.
  • Lead special seminars for different types of employees.
  • Created curriculum for technical and helicopter training for officers and managed overall training center.
  • Provided coaching and mentoring to employees.

MARKETING & PROJECT SPECIALIST

Optum
02.2015 - 08.2019
  • Organized product launches that captivated audiences, leading to increased demand for the company''s offerings.
  • Established key partnerships with industry influencers to expand brand reach and credibility.
  • Successfully rebranded the company following a merger or acquisition, unifying multiple product lines under a cohesive message and visual identity.
  • Managed vendor relationships, ensuring timely delivery of assets and services while staying within budget constraints.
  • Coordinated events and trade shows, strengthening brand presence in target markets.
  • Streamlined project workflows by creating efficient processes for cross-functional team collaboration.
  • Implemented CRM systems to better track leads, resulting in improved sales conversion rates.
  • Generated reports to support development and implementation of marketing plans.

Education

Associate of Science - AA

Pasadena City College
Pasadena, CA

Bachelor of Science - Psychology

University of Phoenix
Pasadena, CA

Skills

  • Assertiveness
  • Mediation skills
  • Influencing skills
  • Representative experience
  • Critical evaluation capacity
  • Verbal and written communication
  • Project planning
  • Complex problems analysis
  • Recordkeeping
  • Community outreach
  • High-pressure environments
  • Multitasking Abilities
  • Decision-making
  • Analytical thinking
  • Project management

Languages

Spanish
Professional Working

Timeline

Patient Relations Liaison

Optum
09.2024 - Current

SALESFORCE CRM & TRAINING LEADER

Optum
08.2019 - 09.2025

MARKETING & PROJECT SPECIALIST

Optum
02.2015 - 08.2019

Associate of Science - AA

Pasadena City College

Bachelor of Science - Psychology

University of Phoenix

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Venessa Mercado