Jezebel Mabel Gudiel
Beltsville
Summary
Dynamic customer service representative with proven expertise at Metro Healthcare Systems, adept in CRM software and effective communication. Recognized for tactfully de-escalating complex issues while enhancing client trust. Skilled in patient care coordination and time management, consistently delivering exceptional service and achieving operational excellence.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
CSR (customer service representative)
Metro Healthcare Systems, Inc
01.2024 - Current
- Responded promptly in writing or via phone, either English or in Spanish, to client inquiries.
- Able to use CRM software and chat applications such as HubSpot.
- Handled inquiries about the company's services and policies, able to provide proper solutions to complex situations, tactfully de-escalate frustrated customer complaints while building trust with clients.
CNA
Iliff Pediatric Center
Dunn Loring
10.2022 - Current
- CNA work on a pediatric tracheostomy unit, patients range from infants to young adults, some requiring advanced care such as tracheostomy and ventilator care.
- In addition accompany the patient to outpatient treatment centers, physician and specialty appointments, or to school to assist with nursing care in the classroom setting.
- Under direct supervision, assist appropriately on how to remove, change, and replace the inner cannula.
- Clean the inner cannula two or three times a day.
- CPR/BLS certification through the American Heart for infants, child and adult ventilator-dependent patients and non-dependent.
CNA/GNA
Woodbine Rehabilitation Center
Alexandria
03.2020 - 10.2022
- CNA/GNA in a Tracheostomy unit worked with 6 to 22 patients assisting with daily living activities.
- Able to give bed baths and showers to patients while on vents.
- Monitor by taking vitals and documenting them appropriately for other medical team members.
- Delivered safe bedside care while prioritizing their needs, turn and repositioning patients to avoid skin breakage and maintain skin integrity.
- Under direct supervision, applied and changed dressings.
- Assisted with CODE BLUE, performed CPR and AED.
CNA/GNA
Future Care
Clinton
12.2017 - 02.2020
- Worked with nurses, Doctors and the respiratory team to supply care to patients in a skilled nursing facility.
- Duties include personal hygiene such as bathing, oral and hair care.
- Wheelchair to bed or to toilet transfers, able to use Hoyer lift.
- Skilled at rolling and shifting paralyzed or amputee, and repositioning bedridden patients.
- Perform patient-specific activities that are taught by a nurse including assisting with the change of ostomy appliances, assist in wound care, Reinforcement of dressings.
- Able to aide patients on ventilators, admissions, and discharges.
- Application of an external catheter.
- Taking vitals such as blood pressure, pulse, respiration, Spo2, and reporting when patients are in distress.
Catering Director
Defense Intelligence Agency
Washington
03.2010 - 08.2017
- Responsible for the overall operation of a 2.3 million dollar catering facility.
- Not only running the catering facility during events, but also handling all the preparation before and after each catering.
- Excellent communication skills.
- Able to create catering Invoices both via email and in person.
- Maintained accurate records for accounts payable, and receivables.
- Calculated average annual growth, and expenses in Excel.
- Was recognized for maintaining within budget while increasing 35% profit.
Education
Some College (No Degree) - Nursing
Penn Foster High School
Penn, PASkills
- CRM software
- Chat applications
- Tactful de-escalation
- Complex problem solving
- Customer relationship management
- Patient care coordination
- Effective communication
- Time management
- Call center experience
- Microsoft Excel
- Scheduling
- Live chat support
Languages
Spanish
Professional
Certification
CNA
References
References available upon request.
Timeline
CSR (customer service representative)
Metro Healthcare Systems, Inc
01.2024 - Current
CNA
Iliff Pediatric Center
10.2022 - Current
CNA/GNA
Woodbine Rehabilitation Center
03.2020 - 10.2022
CNA/GNA
Future Care
12.2017 - 02.2020
Catering Director
Defense Intelligence Agency
03.2010 - 08.2017
Some College (No Degree) - Nursing
Penn Foster High School