Amy Gibson
Sylmar,CA
Summary
Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Specialty Services Appointment Clerk
Kaiser Permanente
Panorama City, USA
11.2020 - Current
- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws
- Operates in a high volume, highly structured call center environment by responding to incoming calls
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate guidelines
- Prioritizes member needs and offers alternatives to members when appropriate
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters
- Uses tact and diplomacy in handling difficult interactions with members
- Determines if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a Registered Nurse when appropriate
- Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests
- Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes
- Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel and reschedule appointments
- Assumes other activities and responsibilities on an ad hoc basis
Reservation Supervisor Sales
Viking Cruises
Woodland Hills, USA
07.2008 - 07.2020
- Coaching, motivating, and managing 15-20 direct-report reservation agents.
- Supervised assigned Reservation Sales Agents.
- Monitored calls, daily sales numbers, call handling statistics and agent productivity
- Monitored Agents 'Optioned Bookings,' ensured call-backs, and closed sales.
- Evaluated and identified performance gaps, recommended and scheduled additional training
- Supported sales staff by obtaining information to address customer needs
- Adhered to dress code and code of conduct
- Issued disciplinary action for all agents regarding sub-par performance in any area of employer expectations
- Scheduled and conducted team meetings, and prepared agenda.
- Resolved 'Booking Ownership' issues
- Submitted payroll bi-weekly
- Monitored and documented infractions on agent log on a weekly basis
- Coached, disciplined and initiated escalated action as needed
- Maintained work calendar with agents’ sick, late or leave early requests
- Verified eligibility, department staffing needs and approved vacation requests
- Oversaw resignation and termination procedures
- Oversaw call queues and took action to maintain 90/60 service level and 3.0% Abandonment rate
- Handled escalated calls and VIP customers
- Answered Supervisor assist calls
- Coordinated team meetings and training classes
- Daily communications between management and internal departments
- Communication with training, quality assurance and quality control departments
- Completed tasks assigned by Management
Education
High School Diploma -
John F. Kennedy High School
Granada Hills, CA06-1996
Skills
- Development
- Product Management
- Presentation Skills
- Employee Evaluation
- Recruiting
- Payroll
- Administrative Experience
- Research
- Interviewing
- Writing Skills
- Employee Motivation
- Schedule development
- Payroll Administration
- Microsoft Excel
- Data Management
- Microsoft Word
- Microsoft Outlook
- CRM Software
- Mentoring
- Supervising Experience
- Complex Problem-Solving
- Staff Management
- Processes and procedures
- Employee Retention
- Workplace Safety
- Recruitment and hiring
- Team Management
- Industry Expertise
- Task Delegation
- Goal-Oriented
- Policy Enforcement
- Training and mentoring
Certification
- Medical Terminology
Timeline
Specialty Services Appointment Clerk
Kaiser Permanente
11.2020 - Current
Reservation Supervisor Sales
Viking Cruises
07.2008 - 07.2020
High School Diploma -
John F. Kennedy High School