AMBER BRAAN
San Antonio,TX
Summary
Team Supervisor hires and supervises front line staff, resolves complaints and enforces disciplinary action to maintain high level of productivity. Trains and mentors staff and oversees team operations, reporting and policy implementation to comply with operational standards. Demonstrates intermediate analytical, planning and leadership skills and advanced organizational and interpersonal skills to work in fast-paced environment with changing priorities.
Overview
14
14
years of professional experience
Work History
Team Supervisor
Next Step Foot And Ankle Clinic
2019.01 - Current
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Managed performance reviews for [Number] employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
Patient Services Coordinator
Tenet
2017.01 - 2019.01
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Verified patient's insurance eligibility and benefits coverage.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
Customer Service Specialist
Southwest Business Corporation
2015.07 - 2017.11
- Handled inbound calls and completed outbound calls as needed, both at a high volume
- Handled policy updates and corrections with accuracy per several different financial institutions protocol and company policies
- Responded to all emails as they are received and completed any corresponding work related to emails while taking calls
- Assisted in training new employees and employees transferring from other departments
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Service Representative
ABC Home and Commercial Services
2011.09 - 2016.07
- Dealt with customers on a daily basis both over the phone and in person
- Professionally handled escalated calls and unsatisfied customers in person and on the phone with a calm and relaxed demeanor
- Assisted in training new employees
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Child Support Officer II
Office Of The Attorney General
2010.10 - 2012.08
- Completed servicing and maintenance request for customers in a high call volume environment
- Researched case information on the Texas Child Support Enforcement System and requested information from field office staff; maintained current knowledge of child support policies and procedures, Texas Family Law, federal regulations and other states IV-D regulations
- Assisted in providing training to office staff
- Conducted desktop research to locate parties, verify employment and determine assets
- Reviewed and maintained child support virtual files for accuracy in Enterprise Content management
- Complied with all agency policies and procedures, including but not limited to applicable security and safety rules, regulations and standards
- Performed case management tasks to enforce court-ordered child support obligations.
CSR II
Texas Workforce Commission
2009.09 - 2010.10
- Gathered information from individuals by phone and simultaneously entered data into computer system
- Explained the Texas Unemployment Compensation Act and other applicable laws to the claimant
- Worked quickly, performed multiple tasks while paying attention to detail, entered and retrieved data from computer, and provided quality customer service
- Handled hostile clients in a professional manner
- Completed intake and adjudication training
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma/GED - basic
Judson Learning Academy
San Antonio, Texasnursing, education
San Antonio college
San Antonio, TexasSkills
- Employee Performance Reviews
- Lean Manufacturing
- Loss Prevention Strategies
- Daily Workflow Improvement
- Account Management
- Advanced Manual Dexterity
- Effective Working Relationships
- Standard Operating Procedures Proficient
- Key Performance Indicators (KPI)
- Team Meetings
- Sales Expertise
- Overseeing Daily Activities
- Safety Processes
- Confidential Records Management
Timeline
Team Supervisor
Next Step Foot And Ankle Clinic
2019.01 - Current
Patient Services Coordinator
Tenet
2017.01 - 2019.01
Customer Service Specialist
Southwest Business Corporation
2015.07 - 2017.11
Customer Service Representative
ABC Home and Commercial Services
2011.09 - 2016.07
Child Support Officer II
Office Of The Attorney General
2010.10 - 2012.08
CSR II
Texas Workforce Commission
2009.09 - 2010.10
High School Diploma/GED - basic
Judson Learning Academy
nursing, education
San Antonio college
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