Wilmarie Melendez Pagan
Dundalk
Summary
Dynamic professional with extensive experience in team management and employee training at Kbs+. Proven track record in developing safety compliance protocols and enhancing operational efficiency. Bilingual communicator skilled in problem-solving and project planning, consistently achieving high standards in service delivery and staff performance. Committed to fostering a productive work environment.
Overview
14
14
years of professional experience
Work History
Janitorial Supervisor
Kbs+
Sparrows Point
04.2024 - 04.2025
- Operated forklifts to fill or empty overhead spaces.
- Developed and implemented safety policies and procedures for the janitorial team.
- Managed team of employees, daily progress reports and overall project planning.
- Achieved adequate coverage for jobs by setting effective schedules and assigning tasks to each worker.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Recruited, trained, and supervised janitorial staff to ensure job duties were completed efficiently.
- Ensured all janitorial staff had the proper tools and materials needed for their jobs.
Customer Service Team Leader
Maximus
Baltimore
05.2020 - 04.2024
- Provided daily direction to call center associates.
- Motivated teams by recognizing and rewarding excellence.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Resolved escalated customer issues with professionalism and patience.
- Conducted performance reviews for customer service staff on a regular basis.
- Assisted in the recruitment and training of new team members.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Coached staff on strategies to enhance performance and improve customer relations.
- Developed and maintained a knowledge base of frequently asked questions and answers.
Medical Sales Representative
Comfort Care Medical Equipment
Baltimore
03.2018 - 05.2020
- Served as primary contact for named accounts encompassing account management and sales responsibilities.
- Established strong relationships with physicians through regular visits to discuss products and services.
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
- Increased value to clients through product knowledge.
- Operated POS systems efficiently to process payments from customers using cash or debit and credit cards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
Recruitment Specialist
Integrity
Baltimore
02.2017 - 03.2018
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Collaborated with hiring managers to define job requirements and candidate profiles.
- Fostered relationships with universities, industry associations, and other sources of high-quality candidates.
- Explained job duties, compensation and benefits to potential candidates.
- Assisted in onboarding of new hires by providing orientation materials and training sessions.
- Created reports on key recruitment metrics such as time-to-fill and cost-per-hire.
Cashier
Five Guys
Baltimore
01.2016 - 02.2017
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Resolved customer complaints professionally in accordance with company policy.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Learned roles of other departments to provide coverage and keep store operational.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Accepted cash and credit card payments, issued receipts and provided change.
Janitor
Linda Services- Contract
Owings Mills
06.2014 - 12.2015
- Completed routine maintenance checks, notifying management of needed repairs.
- Wet and spot mopped to clean floors and other surfaces in public corridors.
- Respond promptly to maintenance requests for repairs or replacements of fixtures or fittings.
- Followed company uniform, performance and security policies with every job.
- Maintained, sanitized and vacuumed dining area and washed kitchen floors prior to closing.
- Maintained accountability for building keys, master keys and access cards.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
- Organized custodial closets to easily find equipment and supplies.
Companion Caregiver
Contracted- Pena Services
Baltimore
08.2011 - 05.2014
- Provided respite care for family members of the elderly client that allowed them time away from their duties of caregiving.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Developed individualized care plans based on client needs assessment results.
- Partnered with registered nurses and physiotherapists to provide care to patients.
- Monitored vital signs such as blood pressure and temperature when needed.
- Observed changes in client behavior or physical condition and reported to supervisor or family members.
- Took part in community-based activities with the elderly client in order to increase social interaction opportunities.
- Supported bathing, dressing and personal care needs.
- Transported clients to medical appointments, errands, and social engagements.
- Maintained clean and well-organized environment for client happiness and safety.
Education
Some College (No Degree) - Medical Billing And Coding Certification
University Of Puerto Rico
Puerto Rico06-2009
GED -
Miguel Melendez Munoz
Puerto Rico08-2008
Skills
- Team management
- Employee training
- Safety compliance
- Equipment maintenance
- Project planning
- Task delegation
- Customer service
- Problem solving
- Bilingual communication
Languages
Spanish
Native/ Bilingual
Timeline
Janitorial Supervisor
Kbs+
04.2024 - 04.2025
Customer Service Team Leader
Maximus
05.2020 - 04.2024
Medical Sales Representative
Comfort Care Medical Equipment
03.2018 - 05.2020
Recruitment Specialist
Integrity
02.2017 - 03.2018
Cashier
Five Guys
01.2016 - 02.2017
Janitor
Linda Services- Contract
06.2014 - 12.2015
Companion Caregiver
Contracted- Pena Services
08.2011 - 05.2014
Some College (No Degree) - Medical Billing And Coding Certification
University Of Puerto Rico
GED -
Miguel Melendez Munoz
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