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Skills

  • Staff Development and Precepting
  • Multi-tasking under high-pressure conditions
  • Medication and IV administration
  • Emergency protocol management (flight cancellations, medical evacuations)
  • Customer satisfaction improvement (e.g., NPS Score Increase)
  • Medication administration expert
  • Customer needs assessment and consultation
  • Expense management and cost-saving strategies
  • Crisis management and conflict resolution skills
  • Ventilator care

Work Experiences

  • Documented all therapies, including program and initiative to keep patient charts up to date.
  • Responded to emergency situations quickly, expertly, and calmly to provide the best possible care, support, and life-saving interventions.
  • Evaluated and adjusted life support equipment, tubing, and peripheral devices for fragile patients.
  • Kept track of post-op vitals, set up PCA and fluids, reviewed post-op orders, and helped patients adjust to their new surroundings.
  • Performed patient assessments and diagnostic tests in order to provide physicians with critical patient health information that they could use to develop targeted treatment plans and manage ongoing care.
  • Provided skilled direct nursing care to category patients in the program department.
  • Evaluated patient conditions, observed behaviors, and reported observations and concerns to supervising physicians.
  • Achieved contract renewals valued at over $8 annually.
  • Monitored diet, physical activity, behaviors, and other patient factors to assess conditions and adjust treatment plans.
  • Communicated information about care and medications to patients and caregivers in a clear and understandable manner.

Summaries

  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Recognized for outstanding customer service.
  • Looking forward to taking on a new challenge with a successful team.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Detail-oriented, quick to respond, and skilled in both routine and emergency care.
  • Working with a variety of patient populations requires advanced skills.
  • Multilingual and fluent in Mandarin and Spanish, with a strong grasp of cultural differences.
  • Performance reporting in method settings and process improvement in project management settings.
  • Motivating leader who has built and managed program teams in the past.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.

Accomplishments

  • Led customer service responses to travel-related complaints, achieving a 39% first-contact resolution rate and improving overall customer satisfaction metrics by 64%.
  • Produced an additional $10 per quarter in revenue by strategically upselling premium travel services, hotel upgrades, and insurance packages.
  • Addressed and resolved client concerns related to travel disruptions, utilizing conflict resolution skills to achieve a 53% positive feedback rating.
  • Developed post-travel feedback programs, enhancing customer insights and driving improvements in our services, which led to 51% higher post-trip customer satisfaction rates.
  • Guided clients through emergency travel situations, including natural disasters and political unrest, leading to successful completion of 7% of emergency rebookings.
  • Developed detailed travel plans for group excursions, managing logistical needs for groups of up to 4 people, contributing to zero delay in itineraries over two years.
  • Optimized vendor relationships resulting in 75% price reductions for bulk travel bookings and improved client satisfaction through better service offerings.
  • Forecasted and analyzed travel trends to implement proactive policy changes, resulting in a 22% improvement in compliance with corporate travel policies.
  • Introduced and optimized travel software tools, resulting in a 24% improvement in booking time and collaboration across teams of 15 members.
  • Created comprehensive travel risk management solutions for individual and corporate clients, helping reduce travel liabilities by 84%.

Affiliations

  • Member, European Travel Agent Association (ETAA), collaborating with continental partners for streamlined European travel bookings.
  • Certified in Travel Health and Safety Management, through procedure, promoting secure travel planning and execution.
  • Member, International Travel Safety Association (ITSA), staying updated on best practices for proactive travel risk management and crisis intervention.
  • Leader, Global Vendor Acquisition Panel, focused on expanding partnerships with premium service providers to offer exclusive travel options to clients.
  • Participant, Digital Travel Technology Trends Seminar, exploring new tools to reduce booking errors and enhance customer support processes.
  • Participant, Hotel and Lodging Negotiation Workshop, equipping professionals with tactics for securing preferential rates for group bookings.
  • Member, Society of Incentive Travel Excellence (SITE), aligning luxury travel planning with corporate incentive programs to maximize client satisfaction.
  • Member, American Society of Travel Advisors (ASTA), exploring best practices in delivering exceptional travel care services to diverse clients.
  • Alumni, Virtual Travel Care Solutions Course, specializing in online tools for delivering 24/7 traveler assistance and real-time crisis management.
  • Mentor, Professional Travel Advisors Network, guiding up-and-coming travel professionals in effective negotiation and client support techniques.

Certifications

  • Certificate in Travel Security and Risk Management
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • American Academy of Financial Management (AAFM)
  • CompTIA Security+
  • Certified Corporate Travel Executive (CCTE) by GBTA
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR
  • Destination Management Certification (DMC)
  • Apple Certified Associate (ACA)

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