Customer Service Manager

Nellie M. Casillas

***** ******* ***** *****, ****** Center, CA 92082 .

760-***-**** . *********@*******.***

Objective

. To obtain a healthcare position with the ability to contribute to the

culture of the organization

. Be a part of an energetic, enthusiastic organization, where I can

utilize my exceptional organizational and interpersonal skill.

Summary of Qualifications

. Talented, hardworking and competent professional with proven

leadership abilities.

. Highly organized and detail-oriented providing thorough and

professional administrative support.

. Dedicated and focused with the ability to prioritize and complete

multiple tasks and follow through to achieve goals.

. Excellent interpersonal and communication skills and strong work ethic

with a desire to help others and to excel in chosen career.

. Articulate and personable with the ability to interact with various

and diverse groups of people.

. Extremely flexible with a tremendous capacity to handle changing

priorities and deadlines.

. Independent and self-motivated with excellent research, writing and

communication skills; able to grow positive relationships with clients

and colleagues at all organizational levels. Ability to anticipate

executives needs proactively.

. Bilingual/bicultural (Spanish)

. Computer skills include: MS Word, Excel, PowerPoint, Outlook, and

Internet.

Career Development

Harrah's Rincon Casino & Resort-Valley Center, CA

Administrative Assistant-GM (08/06-Present)

. Provides continuous, high quality support to Senior Vice

President/General Manager, Vice President/Assistant General Manager,

Vice President Finance, and Vice President Human Resources. Updates

and maintains Outlook calendar, arranges conference calls and

meetings, screens calls, researches and drafts correspondence, and

makes travel arrangements.

. In charge of ordering supplies and making sure office equipment is

working properly.

. Maintain open lines of communication among senior team, middle

management and administrative staff, while acting with discretion and

confidentiality.

. Responsible for answering a high volume of incoming calls from guests

and colleagues; ensuring that each person is treated with respect and

provided with needed information and referrals.

Harrah's Rincon Casino & Resort-Valley Center, CA

Analyst Customer Relations (05/05-7/06)

. Worked closely with OMS/Central Scheduling to develop, install and

maintain operating labor standards and related systems to best meet

Customer Service Standards.

. Performed analysis of all departments to elevate awareness of customer

service improvement opportunities.

. Analyzed trends of all customer service metrics including Spotlight on

Success results, Service Recovery, Direct Service Measures.

. Performed Direct Service Measures on departments as assigned by

Customer Service Director.

Harrah's Rincon Casino & Resort-Valley Center, CA

Customer Service Coordinator (09/04-4/05)

. Responsible for ensuring timely responses to customer concerns

. Ensured all data entry, tracking, follow-up, analysis and reporting

are completed in a timely manner

. Maintain concise records and maintain a detailed and organized work

environment

. Supported the Customer Service Director with generation of reports and

identifying specific service breakdowns

Palomar Pomerado Health-Escondido, CA

Patient Advocate/Analyst (08/98-06/04)

. Responsible for resolving concerns through interacting with patients

and family members and initiating means to help resolve pertinent

issues.

. Actively listened to and offer appreciation to patients and family

members' positive comments and ensure all comments are directed to

appropriate unit managers and directors.

. Directed specific improvement opportunities to appropriate area

managers to ensure the well-being and safety of all patients, visitors

and employees

. Conducted patient rounds throughout facility by interfacing with

employees and patients regarding quality of care received.

. Tracked and trended all patient concerns through developing graphs and

charts utilized for purposes of improving the current state of the

health system.

. Prepared data for presentations and meetings

. Conducted customer service and diversity trainings to employees

including new hire employees and ongoing trainings.

. Facilitator for service improvement subcommittee workgroups.

North County Health Services-San Marcos, CA

Program Coordinator and WIC Sr. Nutrition Assistant (5/89-7/98)

. Responsible for development and implementation of community health

promotion programs including the Perinatal Outreach Program, Migrant

Outreach Program, Teen Pregnancy Prevention Program, Walk-In

Immunization Program, HIV Testing/Counseling Outreach Program, TB y

Ni os, Breast Cancer Early Detection Program, and Jr National Health

Service Corps/Jr Health Careers Opportunity Program.

. Sought funding and wrote grants for new programs.

. Interviewed and counseling of WIC program participants. Responsible

for development of bilingual nutrition education curriculum and

training manual for new hire WIC clerks. Involved in the training of

new hire WIC clerks.

Educational Achievements

Bachelor of Science in Food Science and Human Nutrition with an emphasis on

Exercise Physiology (graduated December 1988) University of Hawaii-Manoa-

Honolulu, HI

Associate of Arts in Liberal Arts (graduated May 1981) Honolulu Community

College-Honolulu, HI

Volunteer Work

Woman's Health Leadership (WHL alumni)-Selected and completed a one year

training program for emerging California Women Leaders in the area of

women's health issues. The overall goal of the WHL program is to improve

the health status of low income California women by providing selected

candidates with training in the areas of grant writing, public speaking,

advocacy and policy making.

March of Dimes Program Services Committee (PSC)-Appointed member 1995-

Present

The purpose of the PSC is to assist the San Diego-Imperial Chapter of the

March of Dimes in interpreting the mission and programs of the Foundation

to health professionals and to the public as well as to develop and

implement a comprehensive chapter plan. The committee makes

recommendations for the allocation of Chapter resources to community

agencies.

References

Available upon request.

Contact this candidate