Laia Zubrecki

• Consistently meet tight deadlines while managing multiple projects simultaneously, prioritizing tasks effectively.
• Wrote operations manuals and training material for 28 clients.
• Edit and proofread all written materials, maintaining high standard of grammar and style consistency.
• Collaborate with clients to deliver on brand content in alignment with brand vision.
• Increased LinkedIn presence by curating shareable content that generated increased followers and engagement.

• Provided individualized music instruction for students ranging in ages. between 5-70, enhancing students’ understanding and appreciation for playing the violin.
• Facilitated music recitals and summer music camps in highly organized team settings.
• Motivated and encouraged students through positive reinforcement techniques.
• Planned and prepared lessons for each student and developed teaching material to meet each individual’s learning style and skill level.
• Organized successful recitals showcasing the growth and accomplishments of each student throughout their time under my instruction.
• Developed strong rapport with students and parents, resulting in high client satisfaction and retention rates.

.Provide excellent customer service in a fast-paced environment.

• Assist with training new staff members on all tasks.
• Responsible for opening and closing the café.
• Contribute to the success of Wick’s café by assisting the manager in executing café operations during scheduled shifts.
• Actively anticipate customer and store needs by constantly evaluating environment and customers for cues.

• Collaborated with Operations to develop streamlined communication between HQ and franchise partners.
• Wrote and distributed daily communication to all franchise partners via intranet.
• Served as brand champion to help ensure visual identity, brand positioning and desired messages were reinforced in all communications.
• Developed and managed internal project communication plan to keep team on track and accountable to project timeline.

• Developed excellent supervisory skills while engaging with specialists daily to promote positive work environment.
• Managed Care Services Center daily ensuring KPIs were met to ensure efficiency of service.
• Created and implemented new training material and on-boarding plan.
• Trained new specialists to schedule for clients using AlayaCare.
• Scheduling Program, Cisco Finesse Phone System, and Procura Scheduling Program.
• Managed staffing in accordance with business needs to ensure optimal staff coverage.
• Ensured excellent customer service by monitoring and scoring calls to enhance coaching sessions and help develop team.
• Provided subject matter expertise and conflict resolution between Care Services Center, franchise partners and clients.

• Pioneered the Intakes Team at Nurse Next Door; collaborating with leadership to create sales processes and KPIs.
• Developed excellent sales skills and maintained KPI of 80+% call to consult conversion rate by creating good rapport, successfully handling objections, active listening and providing personalized and friendly service.
• Liaised with franchise partners to ensure streamlined service for clients.
• Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
• Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
• Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
• Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
• Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
• Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
• Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.

• Executed complex scheduling solutions to ensure clients received consistency of care.
• Efficiently handled 80-100+ inbound calls daily, successfully meeting KPI of 80% calls answered under 30 seconds while scheduling.
• Delivered excellent customer service in all interactions to maintain care aide and client retention and satisfaction.
• Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
• Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
• Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.

• Effectively communicated non-verbal child’s needs to adults and children to integrate child with peers and camp activities.
• Assisted child with g-tube feeding and personal care.
• Supervised and led children during activities to ensure safety and inclusion.

• Performed personal care and household tasks including bathing, cooking, cleaning, dispensing medication, and companionship to maintain and clean and comfortable atmosphere.
• Established effective and friendly communication with client, family and other care aides to ensure the best care for the client.
• Provided 24/7 palliative care for client at end of life to ensure and comfortable transition.