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 issues to reporting Supervisors attention.Receive, review and document maintenance requests in company systems when necessary.Assist Case Specialists in accurately diagnosing maintenance problems and determine appropriate solutions.Determine cost of proposed solution using company guidelines.Approve vendor bids and manage change orders when necessary.Maintain vendor accountability and cost control by accurately reviewing completed work for quality and cost compliance.

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 documents maintenance requests in company systems.Accurately diagnoses maintenance problems and determines appropriate solutions.Determines cost of proposed solution using company guidelines.Dispatches clear and timely instructions to vendors for resolution of maintenance problems.Approves vendor bids and manage change orders when necessary.Maintains vendor accountability and cost control by accurately reviewing completed work for quality and cost compliance.

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, isolate them, investigate their cause, recommend a solution rending myself as a hero in the eye of our residents.- Reviewing vendor bids for approval.- Delivering excellent resident experiences through phone and e-mail interactions.- Facilitated new hire training.

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 payroll and attendance. Led team meetings and department huddles.Attended management meetings on behalf of department staff. Collaborated with product managers to test products and deliver relevant data for product improvement. Utilized call monitoring to provide quality control coaching and set future developmental goals for staff. Delivered ad hoc, side-by-side, and monthly coaching sessions to increase efficiency and effectiveness.

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, documenting all calls and account changes. Assisted team members with difficulties and potential troubleshooting areas.Completed daily report of team activities and error tracking..

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 areas of inspection maintaining knowledge of inspection requirements specific to each area; consistently passed all internal audits by ensuring quality control tools were in compliance, engineering documentation was utilized and device specifications were maintained.

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