SUPERVISORY MSA Resume Example

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of VA services and creating welcoming, positive experiences.
• Authored thorough reports detailing results of investigations and recommendations to improve compliance and maintain solvency.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Responsible for providing guidance and leadership to the other MSA Clerks.
• Ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments .

• Oriented and trained new staff on proper procedures and policies.
• Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
• Maintained detailed records of test results by entering data and patient information into computer.
• Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
• Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
• Maintained and obtained medical records.
• Mailed patient appointment letters.
• Verified and updated clinical records.
• Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
• Performed clerical duties, such as word processing, data entry, answering phones and filing.

• Monitoring and enforcing the provisions of the CBA; and ensuring employer compliance with federal, state and local laws.
• Represent and defend rank-and-file employees in investigatory interviews (in accord with employees' Weingarten Rights), that are reasonably expected to result in disciplinary action .
• Provided representation to employees through the grievance and EEO proceedings.
• Supervised and educated 13 shop stewards on the importance of meeting timeframes and all stages of the grievance proceedings within the collective bargaining
• Educated management and employees on the provisions in the union's collective bargaining agreement.
• Negotiated many mandatory subjects of negotiations per the NRLA, FLRA, and the PERB.
• Referred or assigned cases to appropriate stewards for effective service delivery
• Provided crisis intervention training to staff to ensure proper handling of explosive situations

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