Client Services Associate

• Apr 2023 - Present

Monitor and facilitate the transition of guests from the shelter/cabins to dining, counseling, meeting and or classroom areas. Direct activities of the clients while at the campus location. Keep safety watch day and night and lead conflict resolution should issues requiring intervention arise. Assist guests from the time they wake up, through meal times and through the evenings. Escalate to Management’s attention any observed or suspected abuse and/or neglect of children, disabled… Show more Monitor and facilitate the transition of guests from the shelter/cabins to dining, counseling, meeting and or classroom areas. Direct activities of the clients while at the campus location. Keep safety watch day and night and lead conflict resolution should issues requiring intervention arise. Assist guests from the time they wake up, through meal times and through the evenings. Escalate to Management’s attention any observed or suspected abuse and/or neglect of children, disabled individuals, dependent adults and elder/senior citizens. Collect laundry items, help access stored possessions (if any) and process their exit from the facility as required. Prepare facility for the next day. Performs monitoring of video security systems as assigned, escalates as required. Performs facility cleaning and maintenance as assigned. Performs campus and client activity monitoring as assigned. Regular, predictable attendance is required. Ability to get along and work effectively with others. Ability to walk in uneven terrain. Show less Monitor and facilitate the transition of guests from the shelter/cabins to dining, counseling, meeting and or classroom areas. Direct activities of the clients while at the campus location. Keep safety watch day and night and lead conflict resolution should issues requiring intervention arise. Assist guests from the time they wake up, through meal times and through the evenings. Escalate to Management’s attention any observed or suspected abuse and/or neglect of children, disabled… Show more Monitor and facilitate the transition of guests from the shelter/cabins to dining, counseling, meeting and or classroom areas. Direct activities of the clients while at the campus location. Keep safety watch day and night and lead conflict resolution should issues requiring intervention arise. Assist guests from the time they wake up, through meal times and through the evenings. Escalate to Management’s attention any observed or suspected abuse and/or neglect of children, disabled individuals, dependent adults and elder/senior citizens. Collect laundry items, help access stored possessions (if any) and process their exit from the facility as required. Prepare facility for the next day. Performs monitoring of video security systems as assigned, escalates as required. Performs facility cleaning and maintenance as assigned. Performs campus and client activity monitoring as assigned. Regular, predictable attendance is required. Ability to get along and work effectively with others. Ability to walk in uneven terrain. Show less

Customer Service Representative

• Aug 2022 - Jan 2023

Serve as a liaison between Customer Service Representatives CSRs), management and other various departments. Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner. Investigate and resolve complex claims matters in coordination with health plan and/or corporate departments Coordinate the day-to-day work functions, acting as a “go to” person and investigating and resolving complex issues Initiate change requests to resolve system… Show more Serve as a liaison between Customer Service Representatives CSRs), management and other various departments. Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner. Investigate and resolve complex claims matters in coordination with health plan and/or corporate departments Coordinate the day-to-day work functions, acting as a “go to” person and investigating and resolving complex issues Initiate change requests to resolve system configuration questions impacting claims processing; review and test results Conduct appropriate auditing processes Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters Educate members and/or providers on health plan initiatives; train and assist providers regarding proper claims billing procedures Provide first call resolution and “own the process” by working with appropriate internal/external resources and ensure the closure of all inquiries Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management Collaborate with other departments on cross functional tasks and projects Maintain performance and quality standards based on established call center metrics including turn-around times Show less Serve as a liaison between Customer Service Representatives CSRs), management and other various departments. Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner. Investigate and resolve complex claims matters in coordination with health plan and/or corporate departments Coordinate the day-to-day work functions, acting as a “go to” person and investigating and resolving complex issues Initiate change requests to resolve system… Show more Serve as a liaison between Customer Service Representatives CSRs), management and other various departments. Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner. Investigate and resolve complex claims matters in coordination with health plan and/or corporate departments Coordinate the day-to-day work functions, acting as a “go to” person and investigating and resolving complex issues Initiate change requests to resolve system configuration questions impacting claims processing; review and test results Conduct appropriate auditing processes Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters Educate members and/or providers on health plan initiatives; train and assist providers regarding proper claims billing procedures Provide first call resolution and “own the process” by working with appropriate internal/external resources and ensure the closure of all inquiries Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management Collaborate with other departments on cross functional tasks and projects Maintain performance and quality standards based on established call center metrics including turn-around times Show less

Store Manager

• Aug 2021 - Feb 2022

Operations Manager

• Jul 2019 - Aug 2021

Long-term planning to create initiatives that further the company’s overall goals Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives. Responsible for executing and revising project work plans to meet changing needs and… Show more Long-term planning to create initiatives that further the company’s overall goals Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives. Responsible for executing and revising project work plans to meet changing needs and requirements for the completion of professional remodeling projects and day to day operations and management skills. Communicating with the board or other senior officials about shifting company priorities and projects Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue Identifying opportunities to expand or shift course in order to take advantage of changes in the market

Assistant Manager

• Oct 2017 - Jul 2019

Supports staff results by communicating job expectations and planning, monitoring, and appraising job results. Helps to coach, counsel, and discipline employees. Aids in developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Identifies strategic goals by gathering pertinent business, financial, service, and operations information. Updates job knowledge by participating in educational opportunities, reading professional publications… Show more Supports staff results by communicating job expectations and planning, monitoring, and appraising job results. Helps to coach, counsel, and discipline employees. Aids in developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Identifies strategic goals by gathering pertinent business, financial, service, and operations information. Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations. Accomplishes organization goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments

Support Manager

• Dec 2016 - Oct 2017

Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues. Implementing customer support processes to enhance customer satisfaction. Formulating and revising customer support policies and promote their implementation. Informing the team of all new information related to products, procedures, and trends. Assessing support statistics and preparing detailed reports on the findings. Interviewing and hiring new employees. Overseeing and… Show more Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues. Implementing customer support processes to enhance customer satisfaction. Formulating and revising customer support policies and promote their implementation. Informing the team of all new information related to products, procedures, and trends. Assessing support statistics and preparing detailed reports on the findings. Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts. Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department.