Customer Service Independent Living

Springfield, MA***** 413-***-**** **************@*****.***

LAURA ORTIZ

PROFESSIONAL —_ Dynamic professional with a proven track record at Stavros Center for Independent Living,

SUMMARY adept in multitasking and communication. Excelled in enhancing patient independence and

wellbeing, while efficiently managing team dynamics at Denny's Diner to boost customer

retention. Skilled in active listening and inventory control, demonstrating a significant impact

on operational success and client satisfaction,

SKILLS Multitasking Communication Active-tistening

WORK HISTORY PCA 03/2022

‘Stavros Center For Independent Living, Springfield, Ma

* Assisted patients with daily living activities, promoting independence and wellbeing.

* Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.

‘Improved patient comfort by providing compassionate and attentive care.

‘* Maintained a clean and safe environment for patients, reducing the risk of infections and.

accidents.

‘Answered patient assistance calls, assessed needs, and offered qualified support.

‘Facilitated meal planning, preparation, feeding assistance as needed while adhering to

specific dietary restrictions or requirements,

* Managed challenging behaviors in dementia patients using de-escalation techniques,

creating a calm atmosphere within the care setting.

‘ Assisted in transferring patients, beds and patient care equipment to other rooms adhering

to necessary safety precautions.

HOME HEALTH AIDE 03/2023 to Current

Advance Home Care Services, Feeding Hills, MA

‘* Helped patients maintain personal hygiene through bathing, grooming, and toileting

assistance when necessary for dignity preservation,

‘© Maintained a clean and safe home environment for patients, reducing falls and accidents.

‘Assisted clients with daily living activities, enhancing their independence and quality of life.

* Performed light housekeeping duties including laundry linen changes sweeping vacuuming

and mopping ensuring a clean and organized living space for patients.

* Collaborated with healthcare professionals to develop individualized care plans, addressing

specific needs and goals of each patient,

WAITRESS SUPERVISOR 05/2014 to 10/2023

Dennys Diner, Chicopee, MA

‘* Managed table turnover rate effectively allowing for more guests served per shift.

* Ensured timely delivery of food orders by closely monitoring kitchen processes and

collaborating with chefs to resolve any issues efficiently

** Fostered a positive working environment by addressing employee conflicts promptly and

fairly, promoting open communication between team members,

* Increased overall dining experience by maintaining high standards of cleanliness and

organization throughout the restaurant.

* Boosted customer retention rates with exceptional service quality, personalized

interactions, and prompt resolution of complaints or concerns.

‘* Handle cash payments and all other transactions

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