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Bakersfield Heart Hospital - Customer Experience Director Resume Example

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Anna Gonzales
XXXX XXXX XXX XXXX, Bakersfield, CA 93307
Professional Summary

Dependable, compassionate and energetic professional with a background in Healthcare. Dedicated to creating a culture of excellence for every patient and family. Motivated leader with strong organizational and prioritization abilities. Possess the highest degree of integrity, supported by a flawless record of maintaining confidentiality.

  • Customer and Personal Service
  • Speaking
  • Social Perceptiveness
  • Active Listening
  • Coordination
  • Critical Thinking
  • Administration and Management
  • Training and Development
Customer Experience Director Jul 2011Aug 2015 Bakersfield Heart Hospital Bakersfield, CA
  • Under direction of the Chief Executive Office, developed and managed Customer Experience Department which included Patient/Family Advocates and volunteer program.
  • Ensured daily patient rounding by Patient Advocates and/or volunteers.
  • Assessed needs of departments to ensure appropriate volunteer coverage.
  • Hospital-wide Customer Service trainer utilizing Studer Group AIDET model.
  • Collaborated with physicians, senior management, department directors, and staff to ensure, assess, and improve patient satisfaction.
  • Managed and ensured an expedited process of problem resolution and service recovery for customer issues.
  • Utilized Midas Event Reporting system to maintain complaint data and generated monthly reports.
  • Monitored national and local hospital consumer assessments of healthcare providers and systems trends and internal survey tools such as NRC to develop and monitor benchmarks against top performing hospital and physician providers.
  • Maintained complex and confidential hospital information, including Clinical Research Trials.
  • Created and interpreted policies and procedures in response to inquiries by patients, staff, and regulatory agencies.
  • Supported  Vice President of Quality/Risk in all aspects of Risk and Patient Safety, including National Patient Safety Goals and compliance with all governing agencies.
  • Supported the lead in a successful Cycle 4 Chest Pain Accreditation Process.
  • Supported Risk Director in successful Primary Stroke Center Accreditation process.
  • Participated and supported various committees, such as Pharmacy and Therapeutics, E.D. Task Force, Chest Pain Committee, and Stroke Practice Advisory Committee.       
Substitute Teacher Apr 2008Jun 2011 Bakersfield City School District Bakersfield, CA
  • In accordance with California standards, planned instructional objectives for assigned grade level or subject.
  • Created classroom environment that was conducive to learning and appropriate to maturity and interest of students.
  • Participated with staff in establishing and maintaining effective learning climate within school.
  • Developed reasonable and specific rules for classroom behavior; maintained order in class in fair and just manner.
Eligibility Worker Aug 2007Feb 2008 Kern County Department of Human Services Bakersfield, CA
  • Prepared documents necessary to initiate, continue, and modify public assistance.
  • Interviewed applicants and recipients to obtain and verify information needed to determine initial and/or ongoing eligibility for public assistance; obtained information in difficult and emotional situations on such matters as applicant income, assets and financial obligations, parental status and living arrangements.
  • Advised applicants and recipients of their basic rights and responsibilities associated with public assistance.
  • Explained program benefits, requirements and procedures to applicants and recipients, and answers questions.
  • Determined program eligibility in accordance with a variety of regulations.
Administrative Specialist III May 2005May 2007 Kaiser Permanente Bakersfield, CA
  • Provided advanced administrative support to Quality Improvement, Accreditation and Licensing Director and staff, associated with office operations.
  • Assisted in employment recruitment process, set up interviews, and verified certifications/licenses.
  • Orientated staff in new employee process while working cooperatively in a Labor/Management partnership environment.
  • Created schedules for medical staff, processed time-off requests, prepared time keeping for employees.
  • Maintained complex and confidential department information, including physician/patient complaints and employee files.
  • Maintained director's calendar, and served as a focal point for scheduling and coordinating director's time, meetings and travel itineraries.
  • Completed special projects/ad-hoc reports, including designing graphic presentations, as delegated by management.
  • Orchestrated and organized project meetings,schedules and materials such as agendas, time lines, reports and presentations.
  • Interpreted policies and procedures in response to inquiries. Provided support to numerous committees and transcribed minutes.
  • Prepared director's written and electronic correspondence; maintained phone and correspondence logs.
  • Reconciled invoices and resolved discrepancies. Tracked/compiled expense receipts; prepared expense reports.
Accounting Clerk Feb 2001Apr 2005 Bernard and Sons Inc. Bakersfield, CA
  • Accounts Payable/Accounts Receivable.
  • Maintained calendars, including personal and professional events forcompany president and general manager.
  • Coordinated all travel arrangements for company president and generalmanager.
  • Prepared daily bank deposits exceeding $500,000.
  • Reconciled and maintained over 100+ accounts and customer agingreports.
  • Implemented training courses for new recruits.
Bachelor of Science: Business Administration Jul 2007 University of Phoenix Bakersfield, CA
Community Service
Served as Executive Leadership Team Member for the American Heart Association Heart and Stroke Walk Team, representing Bakersfield Heart Hospital
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Resume Details

This is a real resume for a Customer Experience Director in Bakersfield, California with experience working for such companies as Bakersfield Heart Hospital, Bakersfield City School District, Kern County Department Of Human Services. This is one of the hundreds of Customer Experience Director resumes available on our site for free. Use these resumes as templates to get help creating the best Customer Experience Director resume.

Previous Companies:

  • Bakersfield Heart Hospital
  • Bakersfield City School District
  • Kern County Department of Human Services

Previous Job Positions:

  • Customer Experience Director
  • Substitute Teacher
  • Eligibility Worker
  • Administrative Specialist III
  • Accounting Clerk


  • University of Phoenix

Level of Education:

  • Bachelor of Science

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