Amanda Simon
Bulverde,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Active U.S. Security Clearance
Overview
12
12
years of professional experience
Work History
Patient Advocate Specialist
Defense Health Agency
04.2024 - Current
- Receive and attentively listen to concerns and grievances from patients and individuals representing patients, ensuring their issues were understood and addressed promptly
- Collaborate with healthcare providers and administrative support staff across hospital to effectively resolve and minimize customer complaints, aiming to enhance overall patient satisfaction and experience
- Interpret hospital mission, policies, procedures, and available resources to patients, advocating for their needs and effectively communicating their concerns to appropriate staff and management
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Collected and analyzed patient feedback to evaluate quality of care.
Unit Program Coordinator
Air Education Training Command
02.2024 - 04.2024
- Provided direct assistance to Commander in managing all administrative support program functions, ensuring seamless operations and efficient decision-making
- Served as authoritative expert for all mandated administrative support programs, offering comprehensive knowledge and guidance to optimize program effectiveness
- Acted as primary point of contact and liaison for all personnel flights regarding military and civilian personnel issues, fostering clear communication and resolution of personnel-related matters
- Coordinated planning, administration, and monitoring of all manpower resource requirements, ensuring optimal utilization and alignment with organizational goals
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Organized and allocated resources required to meet needs of 550 students and 100 instructors.
Educational Technician
PACAF Education and Training
05.2022 - 12.2023
- Advised and counseled over 400 customers on education opportunities, benefits, and programs, facilitating degree completion for over 90 individuals during tenure
- Provided specialized counseling to Department of Defense (DoD) members on Community College of the Air Force (CCAF) programs and Veteran resources, ensuring smooth transitions into civilian degree programs
- Collaborated directly with service members, colleges, and education office to resolve identified issues
- Conducted thorough research on financial challenges and presented servicemembers with viable options for resolution
- Briefed colleges on tuition assistance regulations, resolving specific financial issues through individualized support
- Provided detailed guidance on tuition assistance rules and troubleshooting strategies
- Planned, organized, and delivered weekly briefings to Total Force members on Military Tuition Assistance, SkillBridge, First Term Airmen Course, GI Bill benefits, and individual counseling sessions.
Unit Program Coordinator
Pacific Air Forces
05.2021 - 05.2022
- Planned, organized, and executed 15 critical programs for over 600 personnel directly impacting unit readiness
- Conducted continuous analysis to ensure program alignment and efficiency, resulting in unit achieving top personnel readiness status within the Wing
- Managed preparation, maintenance, and disposition of all required administrative reports and correspondence related to command-directed programs
- Assisted command support team in executing and inspecting programs for largest active-duty squadron in PACAF
- Evaluated and monitored personnel action requests, tracked unit manpower documents, and ensured accuracy and timeliness of performance reports transmission per established guidelines
- Developed and delivered presentations for weekly briefings with squadron leadership, providing comprehensive training statistics
- Conducted quarterly training sessions at flight level, enhancing squadron-wide readiness and compliance.
- Established and updated objectives and tools for overall program and each department to enhance operations.
- Scheduled educational activities, faculty lectures and departmental events to drive mission and values of institution.
Frontline Manager
Synchrony Financial
04.2018 - 11.2018
- Supervised daily operations, set and oversaw performance targets, and conducted monthly analytical reviews, successfully guiding all operations to exceed customer service goals
- Provided expert advice, counseling, and instructions on call-flow procedures and administrative matters, leading to 15% improvement in customer satisfaction scores
- Conducted interviews and selected candidates for open positions, provided direct supervision to call center staff and ensured alignment with organizational goals and standards, leading to 30% reduction in turnover.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Call Center Supervisor
Advance Health
09.2015 - 04.2018
- Monitored 50 team members ensuring accurate prioritization of inbound/outbound call goals, providing individualized coaching for continuous improvement
- Partnered with senior leadership to provide targeted training for new contracts and revisions to existing contracts
- Developed and maintained grievance data analysis to brief leadership at all levels on emerging trends
- Collaborated with quality assurance team to develop internal processes aimed at addressing and mitigating recurring issues in the future.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Reduced personnel turnover 20% by developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Operations Manager
Conversio Health
01.2013 - 08.2015
- Spearheaded construction of 220-person compounding pharmacy call center, overseeing hiring, training, and earning recognition as 'Manager of the Year'
- Implemented new company-wide policies and revised standard operating procedures (SOP) for continuous improvement, contributing to profit increase
- Managed administrative operations for 10 call center teams, conducting feedback and coaching sessions that resulted in 82% increase in productivity
- Directed training department, developing lesson plans, training outlines, and visual aids for 150 new hires
- Led 6-member quality assurance team overseeing 3 call center sites and provided improvement strategies which boosted overall performance by 38% within 12 months
- Fostered professional work climate through round table discussions and improvement initiatives, increasing retention rates by 78%
- Addressed concerns and grievances from patients or their representatives, collaborating with pharmacists and administrative support staff to resolve complaints and enhance patient experience
- Interpreted policies, procedures, and resources to patients, effectively communicating their concerns, opinions, and needs to appropriate staff and management
- Developed and implemented processes to proactively address recurring issues, working closely with pharmacy and call center teams
- Acted as an advocate for the customer service training program, ensuring training materials remained current and relevant to the targeted audience
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Education
Master of Healthcare Administration (MHA) -
Capella University
Minneapolis, MN03.2020
Bachelor of Science (BS) in Healthcare Management -
Colorado Technical University
Colorado Springs, CO12.2012
Skills
- Program Management
- Staff Training and Development
- KPI Tracking
- Complaint resolution
- Call Center Customer Service
- Organizational Skills
- Staff Motivation
- Performance Management
- Business Administration
- Quality Assurance
- Problem-Solving
Timeline
Patient Advocate Specialist
Defense Health Agency
04.2024 - Current
Unit Program Coordinator
Air Education Training Command
02.2024 - 04.2024
Educational Technician
PACAF Education and Training
05.2022 - 12.2023
Unit Program Coordinator
Pacific Air Forces
05.2021 - 05.2022
Frontline Manager
Synchrony Financial
04.2018 - 11.2018
Call Center Supervisor
Advance Health
09.2015 - 04.2018
Operations Manager
Conversio Health
01.2013 - 08.2015
Master of Healthcare Administration (MHA) -
Capella University
Bachelor of Science (BS) in Healthcare Management -
Colorado Technical University