Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Abigail Fontanilla-Sibayan

Waipahu,HI

Summary

Experienced Client Services Manager 2 bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

8
8
years of professional experience

Work History

Client Services Manager II/Administrative Coordinator

BAYADA Home Health Care
01.2018 - Current
  • Provide administrative support to all office and field staff.
  • Complete file audits to ensure compliance with Medicare guidelines and regulations. Manage paper and electronic medical files and billing before, during and after client care.
  • Supervising and managing intake operations for new admissions.
  • Manage and oversee medical personnel productivity and their operations.
  • Provide customer service and triage complaints from staff, clients and referral sources.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created customer support strategies to increase customer retention.

Waitress

OUTRIGGER HOTELS
05.2016 - 12.2017
  • Servers are responsible for taking orders, communicating well with kitchen staff and providing great hospitality to our guests
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Kept server areas clean and stocked to increase efficiency while working tables.

Hostess

RESTAURANT HOSTESS, PACIFIC MERITAGE
06.2015 - 05.2016
  • Hosts/Hostesses are responsible for taking phone calls, seating and greeting guests upon arrival
  • Maintain cleanliness throughout the exterior and interior portions of building
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.

Education

Bachelor of Arts - Healthcare Administration

University of Hawaii - West Oahu
Kapolei, HI

High School Diploma -

Admiral Arthur W Radford High School
Honolulu, HI

Skills

  • Service Recommendations
  • Informational Releases
  • Database Management
  • Customer Support
  • Microsoft Office
  • Document and Records Management
  • Administrative and Office Support
  • Strategic Planning
  • Issue and Conflict Resolution
  • Budget Analysis
  • Outbound Calling
  • Verbal and Written Communication
  • Customer Relationship Management
  • Team Leadership
  • Staff Management
  • Employee Training

Accomplishments

    Linda Siessel Award Nominee - April 2023 Bayada Award nomination for Client Services Excellence

  • Was one of 30+ Client Services in all of Bayada to receive a nomination

Additional Information

  • Willing to relocate to: Oahu Island, HI, Authorized to work in the US for any employer

Timeline

Client Services Manager II/Administrative Coordinator

BAYADA Home Health Care
01.2018 - Current

Waitress

OUTRIGGER HOTELS
05.2016 - 12.2017

Hostess

RESTAURANT HOSTESS, PACIFIC MERITAGE
06.2015 - 05.2016

Bachelor of Arts - Healthcare Administration

University of Hawaii - West Oahu

High School Diploma -

Admiral Arthur W Radford High School

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Abigail Fontanilla-Sibayan