Veronica Linares
Colorado Springs,CO
Summary
I am a methodical and ambitious professional, with 8+ years of experience in leadership, and customer service. I posses excellent verbal and written commination skills. I can effectively multi-task with high attention to detail. I value all opportunities that allow me to grow and expand my knowledge and skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative - Level 3
Charter Communications - Spectrum
Colorado Springs, CO
05.2021 - Current
- Assist customers via phone with any and all billing needs
- Take ownership of each call
- Ensure each customer is treated with respect, empathy, and understanding
- Remain knowledgeable and confident in my position as changes occur
- Surpass metrics set in place
- Perform in the top 10% on a consistent and consecutive basis
- Acting Team Ambassador; Ensuring new agents have a positive transition from bridge to production
- Collaborate with multiple teams to ensure optimal performance and customer satisfaction
Environmental Services and Central Transport Manager
Good Samaritan Medical Center SCL Health
Lafayette, CO
10.2019 - 05.2021
- Managed 60 associates across two departments
- Managed and assessed results of associate engagement survey
- Implemented ideas and strategies to increase associate engagement
- Managed and adhered to the department budget
- Managed and created job requisitions and job descriptions
- Created and upheld processes and procedures that ensured best patient experience and customer satisfaction
- Maintained associate HR files following all HIPAA regulations
- Conducted annual reviews
- Tracked associate attendance
- Delivered corrective action as needed
- Created PowerPoint presentations to share with site leaders as appropriate
- Minute Taking; Assisted in minute taking during site leadership meetings
- Upheld and updated SCL Health policies and procedures
- Pioneered the creation of a new department, Multi-Service, in which associates were cross-trained in three departments
Environmental Services Supervisor
Good Samaritan Medical Center SCL Health
Lafayette, CO
07.2014 - 09.2019
- Created schedules to ensure adequate staffing for daily operation
- Conducted interviews
- Approved paid time off and shift trades
- Took inventory of supplies twice a week and ordered necessary materials
- Assigned and assessed daily tasks of associates on staff
- Performed 10 patient room inspections weekly
- Received requests by phone from different units in the hospital and delegated tasks accordingly
- Increased team morale by giving recognition when appropriate
- Assisted the team with hands-on tasks as needed
- Organized staff meetings to properly dispense information
- Attended meetings as a leadership representative for the department
- Completed rounds with 10 patients weekly to ensure their satisfaction with our services.
Environmental Services Tech
Good Samaritan Medical Center SCL Health
Lafayette, CO
11.2012 - 07.2014
- Ensured cleanliness of the in-patient unit that I was assigned to
- Performed 30 daily cleans and 2-3 discharge cleans per day
- Communicated and interacted with patients to better understand their needs
- Communicated and interacted with the patient care team (nurses, CNA's) to work as a team on the in-patient unit
- Sanitized isolation rooms following proper protocol to ensure patient safety
- Exercised flexibility within the department to help wherever I was needed
- Assigned the role of a 'Lead' when a supervisor or manager was not present.
Home Caregiver
Shared Touch Homecare Inc.
Aurora, CO
10.2008 - 11.2012
- Managed the home of the client
- Assisted with the preparation of meals and assuring proper nutrition
- Performed housekeeping duties to maintain the cleanliness of the home
- Provided assistance with the client's personal hygiene.
Education
CSU Global, ORG300: Applying Leadership Principles, HCM310: Introduction to the U.S. Healthcare System -
585 Salida Way
01.2018
GED -
Emily Griffith Opportunity School
01.2008
Skills
- Strong Customer Service Skills
- Highly Motivated
- Flexible
- Microsoft Office Skills
- Organizational Skills
- Leadership Skills
- Bilingual Ability
References
References available upon request
Timeline
Customer Service Representative - Level 3
Charter Communications - Spectrum
05.2021 - Current
Environmental Services and Central Transport Manager
Good Samaritan Medical Center SCL Health
10.2019 - 05.2021
Environmental Services Supervisor
Good Samaritan Medical Center SCL Health
07.2014 - 09.2019
Environmental Services Tech
Good Samaritan Medical Center SCL Health
11.2012 - 07.2014
Home Caregiver
Shared Touch Homecare Inc.
10.2008 - 11.2012
CSU Global, ORG300: Applying Leadership Principles, HCM310: Introduction to the U.S. Healthcare System -
585 Salida Way
GED -
Emily Griffith Opportunity School
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