Victoria Kruger
Mesa,AZ
Summary
Dynamic leader and Certified Caregiver with a proven track record at CVS Aetna for elevating customer satisfaction through exceptional communication and problem-solving skills. Excelled in team leadership and data entry, consistently exceeding performance metrics. Recognized for compassionate care at Brookdale Assisted Living, enhancing patient comfort and trust.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
CVS Aetna
08.2021 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
MANAGER
ST JOAEPH ASSISTED LIVING
06.2018 - 05.2022
- Ensured proper medication administration for all residents through close coordination with healthcare providers and careful record-keeping practices.
- Maintained adequate coverage for residents' needs without exceeding budget targets by coordinating schedules and team workflows.
- Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
- Provided ongoing support to families of residents through regular updates on progress made toward individual goals set forth in their care plans.
- Established clear expectations for resident behavior by creating house rules that foster responsibility and respect towards others.
Certified Caregiver
Brookdale Assisted Living
02.2021 - 10.2022
- Improved patient comfort by providing compassionate and attentive care.
- Monitored progress and documented patient health status changes to keep care team updated.
- Established trust and rapport with patients through empathetic listening and respectful communication practices.
- Provided end-of-life care with dignity and compassion while maintaining open communication channels with family members throughout the process.
- Maintained detailed records of all interactions, observations, and interventions in accordance with facility guidelines.
Education
CAREGIVING/ MED Technician -
AZ Essential Health
Phoenix, AZ08.2018
High School Diploma -
DEER VALLEY HIGH SCHOOL
Phoenix, AZ04.2014
Skills
- Written and oral communication
- Verbal and written communication
- Complex Problem-Solving
- Customer Satisfaction
- Microsoft Excel
- Active Listening
- Problem-solving abilities
- Conflict Resolution
- Data Entry
- Team Leadership
Timeline
Customer Service Representative
CVS Aetna
08.2021 - Current
Certified Caregiver
Brookdale Assisted Living
02.2021 - 10.2022
MANAGER
ST JOAEPH ASSISTED LIVING
06.2018 - 05.2022
CAREGIVING/ MED Technician -
AZ Essential Health
High School Diploma -
DEER VALLEY HIGH SCHOOL
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