Viviana Serrano
Los Angeles,CA
Summary
Compassionate and detail-oriented professional with experience in healthcare and high-touch customer service environments. Proven ability to manage sensitive complaints, act as a liaison between guests, maintain accurate documentation, and resolve complex issues with empathy and professionalism. Brings strong healthcare system knowledge, conflict resolution skills, and a commitment to patient-centered care aligned with Cedars-Sinai’s mission of excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Arc'teryx
Los Angeles, California
08.2021 - Current
- Served as a primary escalation point for customer complaints and complex service issues, applying sound judgment, investigation, and follow-up to ensure timely and appropriate resolution.
- Acted as a liaison between customers, frontline staff, and leadership to coordinate responses and outcomes aligned with organizational policy and service standards.
- Led, trained, and mentored teams of up to 16 employees, emphasizing empathetic communication, de-escalation techniques, and consistent service recovery practices.
- Documented customer concerns, resolutions, and trends with accuracy and consistency to support operational improvements and leadership reporting.
- Collaborated cross-functionally to address service gaps, improve workflows, and enhance the overall customer experience.
- Served as a role model and resource for staff in handling sensitive interactions and difficult conversations.
ED Ward Clerk
Kaiser Permanente
Los Angeles, California
09.2015 - 01.2021
- Managed patient admissions and documentation for emergency department operations.
- Scheduled appointments and maintained efficient patient flow within emergency department.
- Communicated with patients with compassion while keeping medical information private.
- Coordinated communication between medical staff and patients for efficient care delivery.
- Ensured compliance with hospital standards for safety, quality assurance and customer service.
Intern
Cedars Sinai Hospital
Los Angeles, California
06.2015 - 09.2015
- Organized supplies and equipment to maintain a clean clinical environment.
- Shadowed healthcare professionals to gain insights into various medical specialties.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Education
Bachelor of Science - Biology
University of California, Irvine
Irvine, CA06-2019
Bachelor of Arts - Comparative Literature
University of California, Irvine
Irvine, CA06-2019
Skills
- Customer service
- Inventory management
- Staff training
- Conflict resolution
- Sales analysis
- Relationship building
Certification
Basic Life Support - 2021
Timeline
Assistant Store Manager
Arc'teryx
08.2021 - Current
ED Ward Clerk
Kaiser Permanente
09.2015 - 01.2021
Intern
Cedars Sinai Hospital
06.2015 - 09.2015
Bachelor of Science - Biology
University of California, Irvine
Bachelor of Arts - Comparative Literature
University of California, Irvine