Knowledgeable manager/supervisor with more than 5 years experience. Excels at problem solving, multi-tasking, and encouraging staff to complete their goals. Knowledgeable in providing friendly, thorough customer service to clients, employees, and fellow
professionals. Skilled in all Microsoft programs and am able to adapt quickly to new ones. Extensive experience with training, hiring, and managing staff.
Meticulous attention to detail
Client relations specialist
Microsoft Office proficiency
Strong interpersonal skills
Quality Team Leader08/2016 to 09/2017Molina HealthcareLong Beach, California
Trained and led over 40 employees for HEDIS season (Medical Record retrieval)
Put together job aids and other training materials for department
Managed all reporting including QA, productivity, and completion statuses
Provided administrative, clerical, and scheduling support to abstractions team
Ensured all deadlines were met by my team, made adjustments in staffing in order to meet those deadlines
Processed incoming records for upload
Conducted research on company based programs such as QSHR, QNXT, Pursuit App, Nitro, Outlook, Excel, Word, and PowerPoint
Successfully maintained a lead position for 4 separate projects, some running simultaneously
Created working schedules for staff to ensure coverage of all states
Compiled reports and conducted analysis based on outcomes to improve processes and coach on performance
Assisted in creation of new policies and procedures
Store Manager05/2015 to 08/2016L.A. NutritionGardena, CA
Supervised material flow, storage and global order fulfillment.
Maintained accurate stock records and schedules.
Managed 8 employees.
Processed and put together orders for employees to package.
Accepted/checked all incoming deliveries from other companies.
Negotiated discounts and wholesale orders for new products.
Processed and submitted employee payroll to their temp agencies.
Negotiated daily pick-ups from different companies to take shipments out to the airport.
Selected products for specific routes according to pick sheets.
Oversaw special orders and after-hours, urgent shipping jobs.
Unloaded, picked, staged and loaded products for shipping.
Conducted daily, weekly and quarterly inventories of warehouse stock.
Call Center Supervisor08/2012 to 02/2015West CorporationUniversal City, TX
Supervised 112 agents in an inbound and outbound customer service setting.
Handled inbound customer complaints that required a supervisor or manager.
Handled billing and collection questions.
Wrote agent reviews and worked on improving their skills.
Provided retention for customer's thinking about taking their services to another company.
Reduced employee turnover by 22%.
Managed the highest performing sales and retention team for two years.
Provided incentive to increase productivity by offering employees awards for excellence and customer service.
Frequently used Microsoft Excel, PowerPoint, and other internal programs to create reports and write reviews.
Bachelor of Science: Organizational Security2011University of PhoenixSan Antonio, TX Minor in Business Management Advanced coursework in Business Administration