Laura Garcia Corona

• Collaborated with various healthcare professionals to ensure a seamless transition of care during hospital admissions and discharges.
• Facilitated smoother hospital admissions processes by accurately completing necessary paperwork for incoming patients in a timely manner.
• Expedited emergency room admissions through rapid assessment of incoming patients' needs and prioritizing accordingly.
• Reduced wait times for patients with efficient coordination between medical staff and administration teams.
• Maintained a high level of customer service with patients, families, and visitors by consistently displaying empathy, professionalism, and excellence in communication skills.
• Efficiently resolved billing discrepancies by collaborating with the finance department to review charges and make necessary adjustments.
• Assisted families in navigating complex healthcare systems by providing information and interpretation support during hospital admissions and discharge processes.

• Led cross-functional teams to drive process improvements and achieve business objectives.
• Collaborated with sales and marketing teams to align customer experience strategies with overall brand goals.
• Streamlined operations processes for increased efficiency and enhanced customer experiences.
• Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
• Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
• Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
• Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.

• Monitored comments sections across platforms to address negative feedback and maintain brand reputation.
• Improved customer satisfaction by promptly addressing inquiries and concerns via social media channels.
• Assisted product team in properly and effectively handling bad reviews and negative posts in multiple platforms such as Amazon, BestBuy and the Better Business Bureau.
• Optimized profiles on various networks to ensure consistency with branding guidelines and improve search engine visibility.
• Monitored online presence of the company's brand to engage with users and strengthen customer relationships.
• Drove cross-functional collaboration with focus on quality service delivery.
• Strengthened brand identity with consistent messaging and tone across all posts.

• Enhanced customer satisfaction by addressing and resolving complex issues promptly.
• Established a comprehensive knowledge base for reference during the escalation process, resulting in increased efficiency and accuracy in case resolutions.
• Created detailed reports on escalated cases to identify trends and areas for improvement.
• Streamlined escalation processes for quicker issue resolution and improved customer experience.
• Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
• Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust and loyalty from both customers and colleagues.
• Championed the implementation of best practices in handling difficult cases across all support teams within the organization.

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in and check-out process.
• Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Stayed current on local events and attractions, providing knowledgeable recommendations to enhance guest experiences.
• Managed phone lines effectively, directing calls appropriately while maintaining a courteous demeanor.
• Handled confidential information discreetly, safeguarding guest privacy during transactions and interactions.
• Developed strong rapport with returning guests, fostering loyalty through personalized service experiences.

• Maintained front desk's concierge book to provide visitors with access to relevant local information.
• Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
• Maximized guest satisfaction by promptly addressing concerns and resolving issues.
• Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
• Contacted previous guests and potential visitors via email with information on events and hotels to build a clientele base.
• Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
• Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

Scholarship, 2004 - 2009