Vivica Cervantes
ACHEM Industry America
Geneva,IL
8
years of professional experience
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with coordinating administrative tasks and maintaining organized office environments. Utilizes strong organizational skills to enhance office efficiency and support team operations. Track record of effective communication and multitasking to meet diverse administrative needs.
Experienced healthcare professional prepared to contribute to patient care and support. Adept at maintaining high standards, ensuring patient comfort, and executing tasks efficiently. Strong focus on teamwork, adaptability, and achieving outcomes. Skilled in patient communication, basic medical procedures, and maintaining clean, safe environment. Reliable, flexible, and ready to meet changing needs.
Work History
CNA
8 Months- Provided compassionate care to patients, ensuring comfort and dignity during daily activities.
- Assisted in monitoring vital signs, reporting changes to nursing staff for timely intervention.
- Administered medications according to healthcare professionals' instructions, maintaining accurate records.
- Collaborated with interdisciplinary teams to develop personalized care plans for diverse patient needs.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Scheduled daily and weekly care hours for client caseload.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Administrative Clerk
2 Years 3 Months- Managed daily office operations, ensuring efficient workflow and organization.
- Coordinated scheduling and appointments for management, optimizing time utilization.
- Processed incoming correspondence and documents, maintaining accurate records.
- Assisted in data entry and maintenance of databases, enhancing information accessibility.
- Developed office policies that improved operational efficiency and employee productivity.
- Entered data into the system and updated customer contacts with information to keep records current.
- Increased customer satisfaction with prompt and courteous service while addressing inquiries and concerns.
- Maintained a professional office environment by ordering necessary supplies, managing inventory levels, and organizing workspaces.
- Arranged meetings and appointments and updated records to assist management.
- Managed daily mail distribution for both internal employees and external customers or clients.
- Enhanced office productivity by managing incoming calls, emails, and appointments for staff members.
- Increased office accessibility, organized workspace to accommodate needs of all employees, ensuring comfortable and a comfortable and inclusive environment.
- Assisted in budget preparation, gathered necessary documentation and performed initial analysis to support financial planning.
- Coordinated meeting schedules for management, facilitating smooth operation and effective communication.
- Input data into spreadsheets and databases.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Strengthened vendor relations by negotiating contracts that resulted in cost savings for office supplies.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Logistics Coordinator/Inbound Customer Service Representative
2 Years 6 Months- Coordinated inbound and outbound shipments, ensuring timely delivery and accuracy of documentation.
- Managed inventory levels using ERP systems to optimize stock availability and minimize delays.
- Developed logistics plans to streamline operations and enhance distribution efficiency.
- Collaborated with cross-functional teams to resolve shipping discrepancies and improve customer satisfaction.
- Implemented process improvements that reduced lead times and enhanced workflow efficiency across the department.
- Tracked orders and notified customers of status or potential delays.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
- Enhanced supply chain efficiency by optimizing shipping schedules and routes.
- Fostered relationships with vendors to secure better pricing and terms, enhancing profitability.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
3 Years 3 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Utilized CRM software to track and manage customer interactions efficiently.
- Trained new staff on company policies and customer service protocols to ensure compliance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Coordinated scheduling for multiple departments, ensuring efficient resource allocation and timely project completion.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Processed high-volume billing transactions with accuracy and efficiency.
- Managed customer inquiries regarding billing discrepancies and payment options.
Customer Service Representative
5 Months- Responded to customer requests for products, services and company information.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with up to 25 calls in queue per minute.
Cage Cashier
5 Months- Verified individual amounts of loose coin and bundled paper money
- Filled gaming machines with cash and coin and monitored machines during shift for proper operation
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current
- Coordinated with and supervised vendor studios
Education
High School Diploma
Skills
Sale expertise
Creative problem solving
Retail materials management
Stocking and replenishing
Retail store support
Money handling abilities
Good listening skills
Quick learner
Patient care
Customer service
Call center experience
Computer proficiency
Microsoft Excel
Client relations
Call center operations
Professional telephone demeanor
Scheduling
Call management
Paperwork processing
Appointment scheduling
Order processing
Team development
Administrative support
Microsoft PowerPoint
Data collection
Customer relationship management (CRM)
Clerical support
Account updating
Shipping and logistics
Feeding assistance
Dressing assistance
Toileting assistance
Lifting and transferring
Medication assistance
Recording vital signs
Companionship and emotional support
Light housekeeping
Timeline
CNA
Vcare
12.2025 - CurrentRead More
Administrative Clerk
ACHEM Industry America
05.2024 - CurrentRead More
Logistics Coordinator/Inbound Customer Service Representative
Midwest Warehouse & Distribution System Inc.
01.2022 - 07.2024Read More
Customer Service Representative
Advanced Disposal
09.2019 - 12.2022Read More
Customer Service Representative
Smsassist
03.2019 - 08.2019Read More
Cage Cashier
Delaware North
08.2018 - 01.2019Read More
West Aurora High School
High School Diploma
Read More