Francisco Javier Vera Lepe
Victorville
Summary
Driven customer service representative with a proven track record of resolving inquiries and improving guest satisfaction. Expertise in maintaining accurate records and ensuring a clean environment, contributing to overall operational efficiency. Recognized for friendly service and teamwork in high-pressure settings.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Representative SOS
Kaiser Permanente
Orange
03.2024 - Current
- Assisted members with inquiries and resolved issues efficiently.
- Maintained accurate records of member interactions and transactions to support service continuity.
- Updated accounts with recent information and processed customer payments.
- Managed incoming calls from customers, providing timely assistance with orders and services.
- Resolved customer concerns with friendly and knowledgeable service.
- Followed proper cash handling procedures while completing transactions.
- Greeted customers and answered inquiries in a professional manner.
- Provided front desk support by greeting and assisting visitors during check-in.
- Processed payments from patients and collected co-pays, ensuring accurate financial records were maintained.
- Verified patients' demographic information and updated records accordingly.
HouseKeeping Attendant-Environmental Services (EVS)
Kaiser Permanente
Anaheim
03.2023 - 03.2024
- Improved cleanliness and guest satisfaction by providing thorough and efficient housekeeping services.
- Maintained high standards of cleanliness and professionalism while effectively managing responsibilities during busy periods.
- Performed floor care, daily room cleaning, and discharge services while managing special projects.
- Worked double shifts and consecutive weekends to support staffing needs in the EVS department.
- At Kaiser Permanente I have experience in areas such as MOBs, ER, CCU (Using UV Light), OR
- Making sure to give excellent customer service when arriving at any patient rooms or facilities
- Interacted with guests to understand room needs and provide information on amenities, enhancing overall satisfaction.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
CEO
G4 Collision Express
07.2020 - 03.2023
- Developed a high-performance executive team for improved productivity and efficiency.
- Created a positive work culture, resulting in increased employee satisfaction and retention rates.
- Supervised a team of 5 employees, fostering collaboration and accountability.
- Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
- Optimized supply chain operations for reduced costs and increased efficiency.
- Managed phone calls from existing and prospective customers to address inquiries and build relationships.
Caregiver
Personal
05.2015 - 12.2021
- Ensured timely medication administration, promoting adherence to health regimens.
- Assisted with showering and dressing to support personal hygiene and comfort.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Supported grandfather with daily tasks, enhancing his overall quality of life.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Measured daily food portions to ensure proper nutrition.
- Provided safe mobility support to help patients move around personal and public spaces.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
Maintenance, Painting, Landscape, Plumbing, Cleaning, Mechanic, Kitchen,
Unical Aviation
06.2013 - 09.2021
- Conducted maintenance on equipment, enhancing performance and reliability.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Enhanced workplace safety with regular inspections of tools and facilities, ensuring compliance with industry standards.
- Performed regular maintenance and repairs on mechanical systems to support continuous operation.
- Responded immediately to emergency repairs and other maintenance requests to minimize downtime.
- Addressed emergency situations effectively under pressure while adhering to established safety procedures.
- Maintained a safe working environment at all times by adhering to company guidelines and OSHA regulations, reducing workplace accident
- Handled customer inquiries, ensuring prompt support and resolving issues effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Prepared ingredients for cooking to streamline meal service.
- Contributed to a positive team environment through effective communication and collaboration with staff members.
- Handled high-volume prep work efficiently, ensuring all ingredients were prepared accurately and promptly.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Managed multiple tasks simultaneously while maintaining attention to detail under pressure during busy shifts.
- Demonstrated adaptability in learning new cooking methods and techniques, staying current with industry trends for continuous improvement.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Maintained high sanitation standards, adhering to local health department guidelines and ensuring food safety.
- Adapted quickly to new recipes and menu changes, contributing to kitchen efficiency and customer satisfaction.
- Followed orders from head chef to establish productive and timely preparation of meals.
- Addressed and resolved customer complaints to increase trust and satisfaction.
Education
Duarte High School
01-2007
Skills
- Attention to detail
- Customer service
- Team Leadership
- Problem Solving
- Client management
- Bilingual (English and Spanish)
- Problem Solving
- EVS
- Sales strategy
- Client engagement
- Language skills
Certification
- Reach/Stand up
- Cherry Picker
- 24 Semi Truck
Skills
- Problem Solving
- Customer Service
- Oriented to Detail
Timeline
Service Representative SOS
Kaiser Permanente
03.2024 - Current
HouseKeeping Attendant-Environmental Services (EVS)
Kaiser Permanente
03.2023 - 03.2024
CEO
G4 Collision Express
07.2020 - 03.2023
Caregiver
Personal
05.2015 - 12.2021
Maintenance, Painting, Landscape, Plumbing, Cleaning, Mechanic, Kitchen,
Unical Aviation
06.2013 - 09.2021
Duarte High School