Bailey Cash
Celina,TX
Summary
Proven leader in enhancing customer retention and team performance at Globe Life And Accident Insurance Company. Excelled in developing strategies that improved customer satisfaction and operational efficiency. Skilled in team management and customer relations, achieving significant improvements in retention rates and fostering a collaborative work environment.
Overview
13
13
years of professional experience
Work History
Retention Supervisor
Globe Life And Accident Insurance Company
07.2022 - Current
- Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
- Collaborated with cross-functional teams to identify areas of improvement in customer experience and implement necessary changes.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Promoted a positive work environment, fostering collaboration and open communication between team members.
- Conducted root cause analyses on lost customers to identify trends and inform future retention strategy development.
- Increased customer retention rates by developing and implementing effective retention strategies.
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Developed new strategies for customer retention activities.
- Reviewed successes and failures to learn from previous mistakes.
- Reported issues and recognized development areas to eliminate repeat occurrences.
- Supported agents in improving service standards for optimized customer satisfaction.
- Collaborated with managers to identify and address employee relations issues.
- Developed and implemented onboarding and orientation programs for new employees.
- Advocated for staff members, helping to identify and resolve conflicts.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Completed human resource operational requirements by scheduling and assigning employees.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Medical Assistant Supervisor
Primary Care Internal Medicine
10.2011 - 07.2022
- Oversaw daily operations of the clinic, coordinating with physicians and other healthcare professionals to optimize patient care delivery.
- Reduced wait times for patients by implementing an efficient triage system for urgent cases.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collaborated with human resources to recruit, interview, hire, and onboard new medical assistant team members.
- Organized team meetings regularly to discuss updates on clinic operations, address any questions or concerns from staff members, and promote open lines of communication throughout the department.
- Increased patient flow by optimizing medical assistant schedules and delegating tasks appropriately.
- Improved patient satisfaction by streamlining appointment scheduling and implementing effective communication strategies.
- Ensured compliance with healthcare regulations through regular audits and staff education.
- Provided exceptional customer service to patients while addressing concerns or complaints promptly and professionally.
- Streamlined administrative processes to reduce errors and improve overall office efficiency.
- Managed inventory of medical supplies by conducting regular checks and maintaining accurate records.
- Implemented quality control measures to ensure the accuracy of patient documentation and billing practices.
- Facilitated a positive work environment by fostering teamwork and collaboration among staff members.
- Completed comprehensive diagnostic testing of blood, urine and other body fluids.
- Prepared reports to document laboratory results and findings.
- Maintained laboratory equipment and supplies, ensuring proper functioning and compliance with laboratory standards.
Education
Medical Assistant - Medical
PCI Health Training Center - Richardson
Richardson, TX08.2011
High School Diploma -
Farmersville High School
Farmersville, TX06.2010
Skills
- Team Management
- Customer Retention Strategies
- Customer Relations
- Documentation skills
Timeline
Retention Supervisor
Globe Life And Accident Insurance Company
07.2022 - Current
Medical Assistant Supervisor
Primary Care Internal Medicine
10.2011 - 07.2022
Medical Assistant - Medical
PCI Health Training Center - Richardson
High School Diploma -
Farmersville High School
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