Angelica Gaines
Powder Springs,GA
Summary
Administrative: Adeptly handle administrative matters including screening calls, managing calendars, planning meetings, making travel arrangements, composing documents and organizing offices for efficiency. Communications: Interact professionally with all levels of staff and maintain the highest level of confidentiality; known for tact and diplomacy in handling sensitive issues. Computers: Expert user of Microsoft Office; quickly learn and master new technology. Thorough Operations Lead with Number years of experience driving business success. Poised professional with outstanding communication, organizational and leadership skills. Motivational and seasoned to lead team of talented employees.
Overview
11
11
years of professional experience
Work History
Operations Lead
Aspen Dental
11.2023 - Current
- Enhanced team productivity by providing ongoing training and development opportunities.
- Managed and allocated staff and material resources to meet production goals.
- Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Planned operations and activities, and led projects.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Assisted in the development of long-term strategic plans, aligning operational goals with overarching company objectives.
- Performed quality control and monitored production efforts.
- Oversaw problem resolution to address barriers to operational efficiency.
- Established strong relationships with vendors, negotiating favorable pricing terms without compromising on quality or service levels.
- Recruited and trained Number new employees in Year.
Disability Case Manager
Lincoln Financial Group
04.2020 - 05.2023
- Oversaw successful transitions from short-term disability claims to long-term ones when necessary, ensuring continuity of care for clients facing extended periods out of work due to disabilities.
- Negotiated with insurance companies on behalf of clients to secure appropriate benefits and coverage for their cases.
- Collaborated with medical professionals to ensure timely and accurate assessments of clients'' disabilities and needs.
- Reduced caseload backlog by efficiently prioritizing cases and developing effective time management strategies.
- Developed comprehensive case management plans for clients, resulting in improved outcomes and client satisfaction.
- Enhanced interdepartmental collaboration by facilitating open communication channels between various teams involved in disability case management processes.
Customer Service Representative
Sentry Survillance
08.2013 - 01.2019
- Planning within an organization, Leadership, Decision-making, Delegation, Problem-solving, Motivating a large group
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Child Psychologist -
Penn Foster College
Scottsdale, AZSkills
- Windows
- Mac OS X
- IOS
- Android
- Customer Focus
- Complaint Handling & Resolution
- Sales
- Data Entry
- Building Rapport
- Management
- Teambuilding & Training
- Interpersonal Communication
- Order Fulfillment
Timeline
Operations Lead
Aspen Dental
11.2023 - Current
Disability Case Manager
Lincoln Financial Group
04.2020 - 05.2023
Customer Service Representative
Sentry Survillance
08.2013 - 01.2019
Child Psychologist -
Penn Foster College