Victoria Diana Madrigal

• In my role as an Operational Account Manager at Vantage Card Services, Inc., I enhance merchant success by proactively identifying risks, analyzing transaction trends, and implementing strategic solutions to optimize merchant health.
• Analyze data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
• I drive risk and compliance excellence by refining compliance protocols, conducting in-depth underwriting assessments, and monitoring transactions for fraud prevention.
• I also enhance operational efficiency by utilizing data-driven insights to identify and address inefficiencies, streamlining transaction processing and payment workflows.
• By serving as a trusted advisor to merchants, internal teams, and partners, I ensure seamless communication and resolution of operational challenges.
• Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Developed and implemented strategies to elevate client interactions and optimize operational efficiency.

• Facilitated collaboration among diverse teams to improve operational workflows and enhance efficiency.
• Analyzed project needs and developed strategic initiatives to drive better outcomes and maximize resource utilization.
• Developed junior leaders through targeted mentorship, promoting collaboration and skill enhancement within the team.
• Achieved significant productivity gains by driving process improvements and minimizing turnaround times. Fostered team alignment through strategic initiatives that combined efficiency with a commitment to employee engagement. Spearheaded cross-functional collaboration to streamline workflows and motivate diverse stakeholder groups.

• As a Business Office Manager in the landscaping and hardscaping industry, I focused on optimizing office operations, improving financial management, and enhancing client relationships. By overseeing day-to-day administrative functions and coordinating with sales and field teams, I ensured smooth operations and successful project execution.
• Streamlined day-to-day office functions, ensuring seamless coordination between sales, operations, and field teams to optimize workflow and service delivery.
• Managed approximately 200 incoming calls, emails and faxes per day from customers.
• Managed budgets, invoicing, and accounts payable/receivable to ensure financial accuracy, improve cash flow, and meet company profitability goals.
• Ensured compliance with industry regulations and maintained accurate records of contracts, work orders, and project documentation.
• Supervised and trained office staff, promoting a collaborative and efficient work environment, while improving overall team performance.

• Provided dedicated childcare and household support while also assisting a family member with declining health, balancing caregiving responsibilities with nurturing a stable and supportive environment.
• Created a stimulating environment for children 5 days a week, while developing activities for optimal growth and partnering with parents to meet family needs.
• Built positive and nurturing environments to support children's social and emotional growth.
• Collaborated with parents on developmental milestones, sharing observations and discussing strategies for continued progress.
• Fostered strong relationships with families, prioritizing open communication and trust building.
• Developed age-appropriate routines to establish structure in children's daily lives, fostering a sense of security and predictability.

• As a Customer Service Representative in Property Management, I was dedicated to providing exceptional support to tenants and property managers. By resolving tenant inquiries, coordinating maintenance requests, and ensuring lease compliance, I contributed to smooth property operations and a positive tenant experience.
• Streamlined communication processes between tenants, property management teams, and vendors, improving response times and operational workflows.
• Assisted with lease administration, ensuring tenants adhere to contract terms and working with the management team to resolve any compliance issues.
• Utilized data-driven insights and tenant feedback to identify trends and areas for improvement, implementing solutions to enhance the tenant experience.
• Provided support in property tours, lease signings, and regular inspections, helping maintain the overall appeal and functionality of the property.
• Completed bi-weekly payroll for 50 employees.

• A dedicated Area Patient Services Representative that enhanced patient outcomes by identifying needs, addressing concerns, and continuously improving services. By meeting key performance metrics, I contributed to the overall mission of the American Cancer Society, providing comprehensive support to patients with Cancer and their families during diagnosis, treatment and after care.
• Organized and managed formal registration and volunteer programs across all 12 Commission on Cancer Hospitals and facilities in Miami-Dade County, ensuring efficient access to cancer support services.
• Collaborated in a multidisciplinary care model, working alongside healthcare providers, volunteers, and community organizations to deliver coordinated, comprehensive services that addressed every aspect of a patient's journey
• Provided patients and caregivers with up-to-date information about treatment options, resources, and coping strategies to empower them to make informed decisions about their care.
• Conducted outreach to healthcare facilities, local businesses, and community leaders to expand awareness of available patient services and increased program participation.
• Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.

• As a Certified Child Life Specialist II, my passion was providing emotional support and developmentally appropriate care to children and families during challenging healthcare experiences.
• Coordinated bilingual pre-surgical orientations to increase patient compliance and satisfaction.
• Successfully enhanced patient and family well-being, improved patient outcomes, and facilitated communication between medical staff and families to ensure holistic, compassionate care.
• Supervised and evaluated volunteers and student interns, ensuring effective, compassionate delivery of child life services.
• Developed skills to facilitate bereavement education for patients and their families, guiding them through the emotional and psychological processes of grief.
• Provided emotional support and developmentally appropriate interventions for children and families, helping them understand and cope with medical procedures, which led to reduced anxiety and improved patient experiences.
• Established partnerships with community organizations for donations of toys, supplies, or volunteers to enhance the pediatric patient experience.
• Evaluated program effectiveness through ongoing data collection and analysis, implementing improvements as needed for optimal service delivery.

• As a Child Life Specialist, I provided comprehensive developmental, psychosocial, and therapeutic support to children and families within the healthcare setting, addressing the social, emotional, physical, and educational needs of children from birth to eighteen years old. I successfully collaborated with the healthcare team to ensure high-quality care while advocating for child development and supporting children’s responses to hospitalization.
• Recruited, supervised, and evaluated volunteers and student interns, ensuring their effective integration into the team and the compassionate delivery of child life services while fostering long-term retention.
• Organized and led the annual Summer Oncology Camp, offering children a sense of normalcy and empowerment through engaging activities.
• Collaborated with multidisciplinary healthcare teams to advocate for child development and enhance patient care quality.

• During my time as a Certified Child Life Specialist II at CHOA, I was honored to be asked to return to my previous employer to lead the Oncology Department within the Child Life Department, where I could leverage my expertise in child life services and oncology care to make a larger impact. My work focused on helping children understand their diagnosis and treatments while providing them with the tools to manage stress and anxiety throughout their medical journey.
• Delivered emotional support, therapeutic interventions, and coping strategies to pediatric cancer patients and their families, enhancing their overall healthcare experience and minimizing anxiety related to treatments.
• Served as a proactive member of the Sickle Cell Advisory Board, contributing to strategic initiatives and advocating for improved care, resources, and awareness for children and teenagers living with sickle cell disease.
• Provided insight and recommendations for policy changes, best practices, and community outreach efforts, with a focus on advancing research, education, and patient-centered care for pediatric Oncology patients.
• Implemented bereavement support services for grieving families after the loss of a child by organizing memorial events or connecting them with relevant resources in the community.

• Child Life Internship (590 Clinical Hours): Completed a rigorous pediatric internship, developing a well-rounded understanding of child life services.
• Advocated for patient needs during interdisciplinary rounds, ensuring optimal psychosocial support throughout hospital stay.
• Units Covered During Internship:
• * Oncology/Hematology and Bone Marrow Transplant
• * Emergency Services (ER)
• * Intensive Care Unit
• * Neonatal Intensive Care
• * Same Day Surgery
• * Neurology
• Duties Included (but not limited to the following):
• Case Studies & Support During Internship: Developed two case studies focusing on pediatric patients from different units and medical conditions, providing educational support to the child, family, and siblings. Additionally, offered bereavement support in an emergency room case, addressing the emotional needs of the family during a critical situation.
• Public Speaking & Fundraising: Selected to represent Miami Children's Hospital (MCH) at the Community Blood Centers of Miami Gala, delivering a speech on behalf of the hospital to support fundraising efforts and raise awareness for pediatric care
• Training Material Development: Assisted in the creation of training materials for both internal staff and volunteers, focusing on child development, therapeutic play, and emotional support strategies, enhancing the department’s ability to provide consistent care.
• Psychological Preparation & Advocacy: Advocated for and provided psychological preparation for medical treatments, helping reduce patient anxiety and fostering emotional resilience in pediatric patients through age-appropriate interventions.
• Collaboration with Healthcare Teams: Collaborated with multidisciplinary teams, contributing to the development of comprehensive care plans that addressed both the medical and emotional needs of patients, ensuring holistic and well-rounded care.
• Team Presentation to Board of Directors: Collaborated with the Child Life Team to present key program updates and insights to the Board of Directors, contributing to strategic discussions and showcasing the impact of child life services.