Alana Rollock Email & Phone Number

Florida, United States

Florida, United States

Admissions, Discharge, Patient Education and Patient RoundingMonitor and report changes in patient symptoms or behaviorCommunicate with collaborating physicians or specialists regarding patient careFacilitate referrals to other healthcare professionals and medical facilitiesMaintain accurate patient medical recordsProvide advice and emotional support to patients and their family members

Florida, United States

Assesses and analyzes the current health status of clients and specified areas they would like to improve upon. Compiles a report detailing preventable health risks and sets attainable goals to achieve desired health outcomes. Formulates individualized patient holistic plan of care & meal plan based on assessment data. Provides patient education based on assessed needs and evaluates understanding through virtual and physical assessments. Plans care in collaboration with client family & PCP to improve desired outcomes.

Tampa, Florida, United States

Full Time Registered Nurse Medical/Surgical & Neurology

Tampa/St. Petersburg, Florida Area

Promoted to the Relationship Recovery team to remediate issues with customers who completed dissatisfied surveys. Perform in depth account research and call monitoring to identify root cause of dissatisfaction. Compile data and create Excel documents to display trends and present findings. Submit manager and IRIS feedback regarding possible solutions to circumvent future dissatisfaction. Collaborate with teammates to create efficient and effective ways to improve productivityCapital One Accomplishments: • Chosen to create Pulse pages for the Relationship Recovery Team and assisted in the development of the Tampa Surprise and Delight Pulse site• Selected by manager to conduct side-by-sides for new hires and leadership to share knowledge and best practices • Assisted in launching the Tampa Site Surprise and Delight program and chosen as the team SME for that program• Member of a team that identified process improvements for the Manual Review Process (CLIP) simplifying the process for agents and decreasing error rates • Consistently manage daily case management loads• Received an “Exceptional” rating for 2017 end of year performance evaluation

Tampa/St. Petersburg, Florida Area

Received inbound calls and fully engaged customers while resolving all issues and concerns. Effectively navigated computer systems and software while providing a high-quality customer experience. Sustained strong time management skills; consistently met and/or exceeded department performance goals. Possessed strong decision making ability in addition to paying closing attention to detail. • Created templates for the Capital One Dissatisfier Board and Manager’s Pre-Planned VTOU Checklist. • Received a Top 10% recognition certificate for metrics performance in Q1 of 2012• Appointed as the Associate Engagement representative for the team • Consistently met and exceeded goals in CSAT, Paid to Production, After Call Wrap Time & Schedule Adherence

Clearwater, Fl

Received incoming Macy’s and Bloomingdales client calls regarding delivery and warranty issues. Assisted sales associates with delivery and warranty issues/ exceptions. Cross-trained in all back-line functions including logging and interpreting technician reports. Resolved and de-escalated client concerns regarding delivery damage issues. • Received multiple performance awards due to exceptional customer service, resolution skills and quality metrics • Cross-trained to handle warrantee reports• As a top performer, empowered to handle supervisor level requests for customers and agents within the furniture and bedding department

Associate'S Degree In Nursing (Asn), Registered Nursing/Registered Nurse

Bachelor Of Arts - Ba, Physical And Biological Anthropology