Annie Jarrett
Martinez,CA
Summary
Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the positions of Customer Service or Operations Executive.
Overview
32
32
years of professional experience
Work History
Customer Service Call Center Supervisor & Trainer
Golden State Orthopedics & Spine
02.2005 - 02.2024
- Hired to develop the Call Center; Increased staff from five to thirty five full time equivalents (FTE)
- Implemented ACD phone system from multiline phone system including set up with four contractors to supplement and streamline our main phone system
- Trainer of staff, supervisors and two managers in various areas and capacities of the practice.
- Held online and conference call training session to accommodate off- site employees.
- Boosted efficiency by automating repetitive tasks with technology solutions tailored specifically for the call center environment.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Developed tailored coaching plans for each agent based on their individual needs, leading to increased performance and job satisfaction.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Completed bi-weekly payroll for 35 employees.
Office Manager
Aqua Pro Water Management
12.2001 - 01.2005
- Streamlined office processes to free up owner for sales and service calls
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established team priorities, maintained schedules and monitored performance.
- Accounting Certificate received for all book keeping running the business
New Accounts, Chat and Account Maintenance Supervisor
NextCard, Inc.
05.1999 - 11.2001
- Hired, Trained and developed staff for new accounts, chat and account maintenance teams
- Minimized exposure to fraud by revising procedures consistently
- Assisted management and staff to set up, run and manage the Mosaix Dialer
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Customer Service Representative to Team Manager
Office Depot, Inc.
10.1991 - 02.1999
- Team Manager of largest team of 21 associates
- Project Manager: released 13,000 backorders generated $210,000 revenue
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Through several promotions attained a manager position after starting as a customer service representative.
Corporate Trainer
Office Depot, Inc.
11.1995 - 01.1998
- Collaborated with management to identify company training needs and scheduling.
- Corporate Trainer training multiple classes of new hires over two years in Concord, CA
- Developed and Facilitated New Hire curriculum to open 300 seat call center in Norcross, GA training multiple classes over a nine month period
- Trained the permanent two trainers for that facility
- Received Training award for Dedication and Excellence May 1996-November 1996
Education
Associate of Arts -
Diablo Valley College
Pleasant Hill, CASkills
Leadership and Change Management
Motivational and Team Leadership
Staff Development, Training and Management
Coaching and Mentoring
Call Monitoring and Quality Assurance
Handling of Escalated complaints
Documentation and Recordkeeping
Project Management
Management Qualifications
19 years’ experience in Medical Practice Management in high volume specialty practice consisting of hiring, training, developing staff; policies/procedures and streamlining workflow in both front and back office. Works with 55 providers in seven locations.
Over 25 years’ experience as a trainer/ facilitator teaching many class topics with regards to new hire, systems, and customer service. Developed and maintained training curriculums for these areas.
Instrumental in the opening, training and developing two call centers as well as the moves for two office locations.
Helped small business owner run business in compliance of all laws and regulations pertaining to that field.
Advanced in Microsoft Office applications as well as EHR systems such as: NextGen, Epic, Centricity, SRS. Also experience with multiple phone systems such as: NEC, ACD, GNAV and Mosaix dialer and staff monitoring systems.
Knowledgeable in areas of compliance such as HIPPA and worked with the Doctors Company’s to reduce areas of risk in the practice.
Volunteer work
Lighting and Sound Operator at the Campbell Theater in Downtown Martinez for the last 2.5 years operating the CSC Software, Custom light and sound boards for over a dozen plays and various Improv shows.
Bartender for various Campbell Theater events
Timeline
Customer Service Call Center Supervisor & Trainer
Golden State Orthopedics & Spine
02.2005 - 02.2024
Office Manager
Aqua Pro Water Management
12.2001 - 01.2005
New Accounts, Chat and Account Maintenance Supervisor
NextCard, Inc.
05.1999 - 11.2001
Corporate Trainer
Office Depot, Inc.
11.1995 - 01.1998
Customer Service Representative to Team Manager
Office Depot, Inc.
10.1991 - 02.1999
Associate of Arts -
Diablo Valley College
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