Amber Gulnick
Davenport,FL
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at training employees, providing constructive feedback, mediating interpersonal conflicts and implementing company procedures. Excellent communication and listening skills.
Overview
21
21
years of professional experience
Work History
Interim Member Services Supervisor
Prime Therapeutics
09.2021 - Current
- Interim Member Services Supervisor(July2023-Current): Apply strong leadership talents and problem-solving skills to maintain team efficiency and improve workflows for a team of 27 Contact Center Agents. Evaluate employee performance and coach to improve weak areas.
- Member Service Specialist (Sept.2021-July2023): Successfully completed Onboarding and Training for Pharmacy Help Desk, Member Services Specialist and Upskill Training for Government Programs Medicare/Medicaid.
- Talent Acquisition Mentorship/Human Resources: Filter through a high volume of resumes to select candidates that would be a good fit for the member services specialist role. Conduct interviews and make decisions regarding hiring/ dispositioning.
- Onboarding Facilitator/Learning Coach: Assist new hires with setup, log in, technical troubleshooting and reporting to IT about missing or damaged equipment. Track agents time and course progress. Hold call listening sessions to provide constructive feedback. Front line of assisting new agents to be successful in their role.
• Unity Subject Matter Expert: Attend weekly meetings to collaborate with tech teams to improve functionality. Obtain knowledge and information regarding Unity and apply it during live calls, ensuring any issues are reported back. Assist frontline agents with navigating and adapting to Unity.
VIP Client Services/Pastry Chef/Trainer
Silver Lining
11.2019 - 07.2021
- Provide a variety of services to high end VIP clientele- including professional sports teams and celebrities.
- Manage a multi-line phone system along with high volume emails to process client requests and inquiries
- Point of Contact for clients, staff and senior management. Organizing and coordinating all requests from start to finish ensuring chefs, drivers and location are able to execute accordingly.
- Train new employees in the client services department to follow procedures and protocols to company standards. Provide agents with knowledge in aviation, events and catering. Hold listening/coaching sessions to review calls and provide constructive feedback.
Director Of Operations
Coccadotts Cake Shop
07.2014 - 11.2019
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Collaborated with senior management to develop and execute long-term goals and objectives. As well as handle executive level escalations.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Negotiated with vendors and suppliers to acquire mutually beneficial contracts and agreement.
- Interacted well with customers to build connections and nurture relationships.
Manager/ Head Stylist/ Recruiter/Trainer
Joli Salon and Spa
06.2003 - 06.2013
- Ensuring the satisfaction of all guests in the salon while maintaining my own clientele as a Master Stylist and leading a team of over 20 staff members
- Resolved staff member conflicts and client escalations by actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Insurance Claims Analyst
Blue Cross Blue Shield of Northeastern NY
01.2007 - 02.2008
- Completed 6-week training course of CS-90 claims processing,
- Responsibilities include analyzing and processing claims with 100% accuracy in a time-effective manner.
- Examined claims forms and other records to determine insurance coverage.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Viewed reports regularly to make sure processing was conducted efficiently.
Education
Cosmetology License -
Orlo School Of Cosmetology
Albany, NY07.2003
High School Diploma Regents -
Guilderland High School
Albany, NY06.2002
Skills
- Microsoft Teams
- Microsoft Office
- Outlook
- Excel
- Google Docs
- Google Drive
- Quick books
- Outlook
- Share Point
- Forms
- Powerpoint
- Workday
- RXClaim
Credentials And Licenses
NYS License in Cosmetology
Timeline
Interim Member Services Supervisor
Prime Therapeutics
09.2021 - Current
VIP Client Services/Pastry Chef/Trainer
Silver Lining
11.2019 - 07.2021
Director Of Operations
Coccadotts Cake Shop
07.2014 - 11.2019
Insurance Claims Analyst
Blue Cross Blue Shield of Northeastern NY
01.2007 - 02.2008
Manager/ Head Stylist/ Recruiter/Trainer
Joli Salon and Spa
06.2003 - 06.2013
Cosmetology License -
Orlo School Of Cosmetology
High School Diploma Regents -
Guilderland High School