Customer Service Case Management
Resume:
FELICITY TRUJILLO
Denver, CO ***** 720-***-**** ********@*****.*** WWW: Bold Profile
Dependable navigator serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Office professional experienced in Microsoft
Suite/365/Teams, Google Suite, Zoom, and a quick
learner of technology
•
• Multitasker with meticulous attention to detail
Passionate organizer and planner with the ability
to be flexible
•
• Excellent interpersonal and customer service skills
• Strong written and oral communication abilities
Skilled problem-solver with applied critical
thinking
•
Entrepreneurial self-starter and excellent team
member
•
• Experienced manager with leadership skills
Out Patient Navigator, 03/2023 - Current
Highlands Bhavioral Health System
Supported patients in managing their mental and emotional well-being through active listening, empathy, and appropriate referrals to specialized care providers.
•
Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
•
Developed strategies to improve overall efficiency in the navigation process while maintaining high-quality care standards.
•
Maintained detailed records of all patient interactions in accordance with privacy regulations and organizational policies.
•
Ensured seamless transitions between levels of care by coordinating appointments, referrals, insurance authorizations, and follow-up communication.
•
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
Fostered strong relationships with local service organizations to expand available resources for patient referrals.
•
Participated in case conferences with interdisciplinary teams to review patient progress and adjust interventions as needed.
•
Reduced hospital readmissions by closely monitoring high-risk patients and connecting them with appropriate support services.
•
• Answered incoming calls, scheduled appointments and filed medical records.
• Facilitated communication between patients and various departments and staff.
• Delivered support to medical staff in completion of patient paperwork. Owner and Manager, 03/2017 - 03/2023
Sparkle Clean – Denver, CO
• Managed day-to-day business operations.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members. Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
•
• Trained and motivated employees to perform daily business functions.
• Hired trained, and managed a high-performing team of employees dedicated to achieving company goals. House Cleaner/Team Lead, 03/2012 - 03/2017
Healthy Clean – Highlands Ranch, CO
• Maintained a safe working environment through proper use of cleaning products and equipment. Developed strong relationships with clients through consistent high-quality service and friendly interactions.
•
• Demonstrated flexibility in scheduling, accommodating last-minute requests and urgent cleaning needs.
• Reduced client complaints by consistently meeting or exceeding cleanliness standards set by homeowners. Increased repeat business by maintaining excellent communication with clients and addressing concerns promptly.
•
• Assisted fellow house cleaners when needed during busy periods or staff shortages. Developed rapport with long-term clients, fostering loyalty and generating referrals to new customers seeking quality housecleaning services.
•
• Trained new team members by relaying information on company procedures and safety requirements. Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
•
Front-End Cashier/Customer Service Associate, 08/2007 - 02/2012 The Home Depot Inc – Glendale, CO
• Enhanced customer satisfaction by providing efficient and friendly service during checkout.
• Handled high volumes of transactions with accuracy, contributing to overall store sales goals. Balanced cash drawers accurately at the end of each shift, minimizing discrepancies and ensuring financial integrity.
•
• Assisted in training new cashiers, sharing best practices and helping them become proficient in their roles.
• Mentored new team members on sales software system operation.
• Completed daily tasks quickly without sacrificing quality or attention to detail. Processed returns and exchanges efficiently, adhering to store policies while prioritizing customer satisfaction.
•
• Operated register system to process new purchases, item returns, and merchandise exchanges.
• Created staff break and lunch schedules strategically to keep store adequately staffed for customer traffic. Assistant Manager, 09/1999 - 08/2007
SUBWAY Restaurants – Denver, CO
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Managed inventory levels to minimize stockouts while reducing overhead costs. Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
•
Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
•
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
•
Bachelor of Science: Criminal Justice, 12/2022
Metropolitan State University of Denver
• Minor: Human Services
• High-Risk Offender Youth
• Multicultural Issues
• Psychopathology and Mental Health
• Small Group Dynamics
• Criminal Justice Administrative Behavior
EDUCATION
• Criminological/Counsel Theories
• Family Systems
• Nonprofit Financial Management
• GPA: 3.86/4.0
Contact this candidate