Lorena Hernandez Email & Phone Number

Las Vegas, Nevada Area

Performs Quality Assurance of Work Orders in CRM to ensure that work order costs are consistent with fair market repair costs.Provides best practices and quality assurance duties by listening to both live and recorded phone calls.Provides coaching and feedback as needed to recommend improvements in performance.Brings any discrepancies (and/or) escalated.

Las Vegas, Nevada Area

Facilitate all New Hire training for the Maintenance Support department. Update, change, and improve on training materials and curriculum for the department. Actively monitors a case load of maintenance work to ensure timely progress from start to finish.Cases may be more complex in nature which requires critical thinking skills.Receives, reviews and.

Las Vegas, Nevada Area

As a Maintenance Coordinator within the National Service Center I play a key role in keeping our residents satisfied in handling their reported maintenance issues.- Handling new service requests.- Leveraging problem solving and communication skills to manage our clients and vendors to a proper resolution.- Interpreting and identifying all service requests.

Woodland Hills, CA

Managed and delegated workloads across three cross-functional teams of Records & Research, Customer Records Management, and Imaging.Set daily goals in compliance with service level agreements.Handled escalated customer support interactions, resolving issues to promote quality customer experiences. Processed data entry with speed and accuracy. Managed.

Calabasas, CA/ Las Vegas, NV/ Tucson, AZ

Delegated team workload and managed Avaya phone queue in high volume call center.Handled ≈50 inbound/outbound daily calls, managing account change status updates.Led departmental process improvement initiatives such as filing adjustments to organize account change verification, limiting inaccuracies and maximizing cost savings.Managed customer case files.

Sylmar, CA

Performed internal/external inspection of products including pacemakers, defibrillators, accessories, and lead devices; executed final testing and inspection of manufacturing and packaging. Researched traveler documentation to gain understanding of work performed on rejected devices; documented approval or rejection status of equipment. Supported various.

Certified Medical Assistance, Medical/Clinical Assistant

I learned how to take vitals, perform EKG's, check blood pressure, practiced giving shots and drawing blood.

High School, General Studies