Customer Service Care
Resume:
Diana I. Ottavio
Albuquerque, NM 87121
adrlib@r.postjobfree.com
1
Seeking a role whereby 20+ years of supervisory, education/training, customer service, mentoring and advocacy are utilized to help promote positive contributions to improve functionality in a facility or business.
MORADA SENIOR LIVING 11-18-2021-2/08/2022
DIRECTOR OF HEALTH AND WELLNESS, -12/2021- 2/8/2022 TO PROMOTE HEALTH AND WELLNESS IN THE COMMUNITY. TO OVERSEE ALL MEDICAL CARE GIVEN TO THE RESIDENTS. MANAGE SCHEDULES, TRAININGS, ASSESSMENTS, CORRECTIVE ACTIONS, MEDICATION ADMINISTRATION. REPORT ALL INCIDENTS TO THE STATE AGENCIES WHEN REQUIRED. FOSTER AN OPEN COMMUNICATION FOR THE STAFF TO REACH OPTIONAL CARE STANDARDS
ODELIA HEALTHCARE 07/2021-11/12/2021
SKILLED NURSING, COVID19 UNIT
TO PROVIDE CARE TO PATIENTS AFFECTED BY COVID19. TO MANAGE INFECTION CONTROL PROCEDURES. PROVIDE MEDICATIONS AND TREATMENTS WHILE PRESERVING DIGNITY AND RESPECT IN A PANDEMIC.
ADVANCED HEALTHCARE OF ALBUQUERQUE 12/23/2021-07/05/2021 SKILLED NURSING DURING COVID-19
TO PROVIDE CARE TO PATIENTS AFFECTED BY COVID19. TO MANAGE INFECTION CONTROL PROCEDURES. PROVIDE MEDICATIONS AND TREATMENTS WHILE PRESERVING DIGNITY AND RESPECT IN A PANDEMIC-
BERNALILLO ACADEMY 07/5/2019-2/14/2021
CRISIS NURSE
TO PROVIDE CARE TO CHILDREN AGES 5-22 IN A LOCKED TREATMENT FACILITY. TO PROVIDE SUPPORTS TO PARTICIPANTS WITH EMOTIONAL MENTAL HEALTH AND BEHAVIORAL ISSUES. MONITOR MEDICATIONS AND BEHAVIORAL SITUATIONS. RESTRAINTS, INCIDENT REPORTS AND COMMUNICATING ALL INFORMATION TO CASE WORKERS, FAMILY AND EXECUTIVE DIRECTOR
BROOKDALE SENIOR LIVING 10/24/2018-4/15/2019
ASSISTANT DIRECTOR OF HEALTH AND WELLNESS
TO ASSIST THE DIRECTOR IN CARING OUT ALL CARE PROCEDURES THROUGHOUT THE FACILITY. SUPERVISION OF 20+ STAFF. ASSESSMENTS, COMMUNITY OUTREACH, INCREASE CENSUS, AUDIT CHARTS
Diana I. Ottavio
10001 Andrews Ave SW
Albuquerque, NM 87121
adrlib@r.postjobfree.com
2
PRINCETON PLACE 2/11/2018-10/18/2018
UNIT MANAGER
TO PROVIDE GUIDANCE TO OVER 30 STAFF RELATED TO THE CARE OF 54 RESIDENTS WITH A VAST NUMBER OF CONDITIONS COUPLED WITH MENTAL ILLNESS. ASSESSMENTS, ADMISSIONS, DISCHARGES, TRAINING, QUALITY ASSURANCE AND MEDICAL PROCEDURES. MENTORING, EDUCATION AND DEMONSTRATING THE SKILLS NECESSARY TO PROVIDE QUALITY CARE.
CENTRAL DESERT BEHAVIORAL HOSPITAL 09/20/2016-2/11/2018 CRISIS RAPID STABILIZATION NURSE
TO PROVIDE CARE TO ELDERLY INDIVIDUALS SUFFERING WITH A MENTAL HEALTH CRISIS. REPORT AND OBSERVE ALL ASPECTS OF CARE. MEDICATION MANAGEMENT, SUPERVISION OF CNA STAFF. MEET PATIENT NEEDS IN A SAFE AND TIMELY MANNER. MGA PEDIATRIC HOMECARE, DENVER CO 9/1/2015-4/13/2016 PROVIDE NURSING CARE TO CRITICALLY ILL CHILDREN, WORK WITH FAMILIES OF MEDICALLY FRAGILE CHILDREN. MANGE PAPERWORK IN HOME, ORDER SUPPLIES, LIAISON FOR MEDICAL APPOINTMENTS ALL OTHER NURSING CARE THAT WAS ASSESSED AND DEEMED NECESSARY.
XEROX, CO. SPRINGS 09/1/2014-9/1/2015
TECHNICAL CUSTOMER CARE AGENT, CALL CENTER
PROVIDE TROUBLESHOOTING ASSISTANCE TO CUSTOMERS WITH TECHNICAL ISSUES WITH THEIR CABLE DEVICES AND INTERNET. NAVIGATION THROUGH MULTIPLE COMPUTER APPLICATIONS WITH SPEED AND ACCURACY. RESOLVE BILLING INQUIRES. WORLD CLASS CUSTOMER SERVICE/PROFESSIONALISM.
REMINISCENT CONFECTIONS, CO. SPRINGS 2/1/2013-9/1/2014 CUSTOMER SERVICE/SALES
ASSIST CUSTOMERS WITH ALL PURCHASES
SUGGESTIVE SELLING DURING TRANSACTIONS, QUALITY STANDARDS OF SERVICE, CLEAN AND VISUALLY APPEALING DISPLAYS IN STORE MONITOR SUPERVISE OTHER STAFF, PRODUCT PREPARATION
SUPPORT HEALTHCARE COORDINATOR
SU VIDA SERVICES 2011-2012
MANAGE A CASE LOAD OF DISABLED INDIVIDUALS THROUGHOUT THE CITY AND SURROUNDING CITIES. TRAVEL TO EACH CASE THROUGHOUT NEW MEXICO. MONTHLY VISITS WITH FAMILIES. ADDRESS AND DOCUMENT ANY CONCERNS. MANDATORY DOCUMENTATION (WEEKLY/MONTHLY/QUARTERLY AND ANNUALLY). SUBMIT FINDINGS TO DIRECTOR/STATE OFFICES AND REPORT VIOLATIONS OF CONFIDENTIALITY. TRAIN STAFF AND CARE PROVIDERS IN THE HOME TO MEET THE NEEDS OF THE PARTICIPANTS
Diana I. Ottavio
10001 Andrews Ave SW
Albuquerque, NM 87121
adrlib@r.postjobfree.com
3
HEAD PROGRAM NURSE
CITY OF VIRGINIA BEACH/SKILLQUEST SERVICES: 2000-2009 ADMINISTER MEDICATIONS AND TREATMENTS AS ORDERED BY PHYSICIANS TRAINED 40+ STAFF MEMBERS TO ASSIST WITH MEDICATION ADMINISTRATION, COMPLETING PATIENT RECORDING AND AED PROCEDURES
ENSURE STAFF ARE ADHERING TO JOB DESCRIPTIONS IN DAILY TASK PERFORMANCE. RESPOND TO AND ADDRESS ANY PATIENT MEDICAL CONCERNS WITHIN THE AGENCY. ADMINISTER HANDS ON WOUND CARE, CPR AND BRUISING AND INJURY CARE FOR INDIVIDUALS AT PROGRAM.
DUAL ROLE: BEHAVIORAL SPECIALIST LEVEL 2: 2003-2008 ASSESS AND CREATE SPECIFIC TRAINING PROGRAMS RELATED TO MALADAPTIVE BEHAVIORS AND SELF-HELP SKILLS.
DEMONSTRATE BY MODELING TO STAFF THE PROPER WAY TO PERFORM BEHAVIORAL TRAININGS. TRACKING PERFORMANCE DATA TO DETERMINE SUCCESS OF IMPLEMENTED PROGRAMS. QUARTERLY REVIEWS OF SERVICES PROVIDED TO ENSURE PATIENT NEEDS AND CORPORATE STANDARDS OF EXCELLENCE ARE ACHIEVED. LEADERSHIP AND SUPERVISION: 20 YEARS
HEALTH AND WELLNESS DIRECTOR 2021-2022,
ASSISTANT DIRECTOR OF HEALTH AND WELLNESS 2018-2019 UNIT MANAGER; 1/2018-10/2018
COMMUNITY ALTERNATIVES INC; 1998-2001
GROUP HOME MANAGER 2000-2001
ASSISTANT MANAGER 1999-2000
PROVIDE QUALITY OF LIFE FOR INDIVIDUALS WITH PROFOUND MEDICALLY FRAGILE DISABILITIES. SUPERVISE STANDARDS OF CARE PROVIDED BY 20+ STAFF MEMBERS AND COMPLETE COMPETENCY REVIEWS. ENSURE COOPERATE AND STATE REGULATIONS FOR CARE MANAGEMENT WERE FOLLOWED, REPORT AND INCIDENTS AND PROVIDE DOCUMENTATION TO THE DIVISIONAL COORDINATOR.
HEAD NURSE, CITY OF VA BEACH: SKILLQUEST SERVICES 2002-2009 PROVIDE HEALTH AND WELLNESS SERVICES TO INDIVIDUALS WITH DISABILITIES ASSESS PARTICIPANTS NEEDS AND SERVICES, MANAGE A CASE LOAD OF MEDICALLY FRAGILE INDIVIDUALS
ADMINISTRATIVE SKILLS: 10 YEARS
PROGRAM NURSE
CITY OF VA BEACH: 2002-2009
DEMONSTRATE PROPER CARE TECHNIQUES FOR TRAINING, REVIEW DOCUMENTATION DAILY, EDUCATE STAFF MEMBERS ON PERFORMANCE ISSUES. CONTINUALLY MONITOR PARTICIPANTS FOR SIDE EFFECTS OR UNDESIRED EFFECTS OF MEDICATIONS Diana I. Ottavio
10001 Andrews Ave SW
Albuquerque, NM 87121
adrlib@r.postjobfree.com
4
SUPPORT HEALTHCARE COORDINATOR
SU VIDA SERVICES 2011-2012
MANAGE A CASE LOAD OF DISABLED INDIVIDUALS THROUGHOUT THE CITY AND SURROUNDING CITIES. TRAVEL TO EACH CASE THROUGHOUT NEW MEXICO. MONTHLY VISITS WITH FAMILIES. ADDRESS AND DOCUMENT ANY CONCERNS. MANDATORY DOCUMENTATION (WEEKLY/MONTHLY/QUARTERLY AND ANNUALLY). SUBMIT FINDINGS TO DIRECTOR/STATE OFFICES AND REPORT VIOLATIONS OF CONFIDENTIALITY. TRAIN STAFF AND CARE PROVIDERS IN THE HOME TO MEET THE NEEDS OF THE PARTICIPANTS
MEDICAL RECORDS AND QUALITY ASSURANCE
REAL CARE, ARVADA COLORADO 4/1/2006-9/1/2016
AUDIT CHARTS, PROVIDE TRAINING DOCUMENTATION, MONITOR PAPERWORK MONTHLY TO JUSTIFY SERVICES.
MENTOR AND TRAINER: 15+ YEARS:
LEAD SPECIALIST CITY OF VA BEACH 2001-2002
HEAD NURSE, CITY OF VA BEACH 2002-2009
SU VIDA SERVICES-2011-2012
SUPPORTIVE LIVING COACH: ARC OF JACKSONVILLE, FL 1997-1999 DEMONSTRATE, ASSIST AND EDUCATE INDIVIDUALS WITH DISABILITIES TO ADAPT AND FUNCTION IN THE COMMUNITY INDEPENDENTLY
SKILLS
• Customer service
• Medical knowledge base
• EMR, Various programs
• Advocacy,
• Director and Assistant Director positions
• Assistance with quarter reports, annual, and
biannual reports
• Supervision for over 10+ years
• Organizational skills
• Multi-tasking
• Assessment and Observation skills
• CPR/BLS/First Aide
• Education and training
Diana I. Ottavio
10001 Andrews Ave SW
Albuquerque, NM 87121
adrlib@r.postjobfree.com
5
OTHER TITLES:
Instructor for practical procedures as needed.
Medication Management Instructor
QA Medication Administration Records,
Research and develop new protocols for the facility to ensure quality care of participants. Health and Wellness Ambassador, 2002-2009
Committee Chair for: Sex and Development, 2002-2008 Health care Committee member 2003-2008
Medication technician 1991-1999
AED instructor 2006-2009
Celebration Committee 2001-2008
Medication administration Instructor: 2002-2008
References:
Business:
Michelle Baca, RN/DON: 505-***-****
Central Desert Behavioral Healthcare 2016-2018
Bernalillo Academy 2019-2021
Annette King, RN/DON: 903-***-****
Princeton Place 2018
adrlib@r.postjobfree.com
Jessica Montgomery, LPN/CO-manager of services :757-***-**** City of Virginia Beach 2002-2006
Personal:
Torrey De La Tejera, Friend of 4 years. Store manager. 505-***-****
Teresa Morales: Friend of 18 years,
757- 839-2067
Christine LoPresti: Friend of 30+ years
Sidney smathers, LPN/Assistant Director of Health and Wellness 2021-2022 Advanced Healthcare 2020=2021
Bernalillo Academy: 2020-2021
Diana I. Ottavio
10001 Andrews Ave SW
Albuquerque, NM 87121
adrlib@r.postjobfree.com
6
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