Summary
Overview
Work History
Skills
Timeline
Education
Generic

Brenda Hughes

Romney,WV

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, work well with others, in both supervisory and support staff roles.

Overview

20
20
years of professional experience

Work History

Customer Care Supervisor

Breezeline-Cumberland, MD
08.2021 - 05.2024
  • Motivated and supported agents through feedback and communication
  • Measured metrics like Calls Answered, Calls Transferred, Time Available to Customers and Call Abandonment
  • Monitored employee attendance
  • Approved time off requests and weekly time cards
  • Assisted in hiring and onboarding of new employees
  • Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
  • Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
  • Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Utilized company wide programs such as Workday, Genesys and Gong
  • Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.

Pharmacy Technician Trainee/Inventory Specialist

Walgreens/Rite Aid Pharmacy-Romney, WV
03.2020 - 08.2021
  • Handled confidential patient information with discretion, upholding strict HIPAA regulations at all times during tenure as Pharmacy Technician Trainee.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Performed duties as assigned by Pharmacy Manager utilizing pharmacy systems to enter patient and drug information, ensuring information is entered correctly
  • Filled prescriptions by retrieving, counting and pouring pharmaceutical drugs, verifying medicine is correct, and checking for possible interactions
  • Responsible and accountable for registering all related sales on assigned cash register, collected and handled cash as required
  • Completed PTCB training course for national certification
  • Keyholder responsibility of counting down daily drawers and making deposits.
  • Assisted pharmacists in managing medication inventory, ensuring adequate stock levels for timely patient service.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.

Human Resources Coordinator

SequelCare Of Florida-Port Saint Lucie, FL
01.2019 - 03.2020
  • Coordination of various HR functions for 3 locations, including recruiting, onboarding, policy implementation, file management and employee recognition
  • Vetted candidates and recommended individuals for key positions
  • Interpreted, explained and enforced human resources policies to keep staff in compliance with standards
  • Educated job applicants on expected job tasks, compensation and benefits to set clear expectations
  • Established solid relationships between departments by providing well-rounded support across various teams.
  • Maintained human resources information system and kept employee files up to date and accurate.
  • Conducted new employee onboarding and provided ongoing orientation training.
  • Maintained compliance with all local, state and federal laws, as well as established organizational standards
  • Designed new employee packages and sent out via mail and e-mail
  • Facilitated open communication channels between employees and management, resolving conflicts swiftly when needed.
  • Performed site evaluations, customer surveys and team audits as part of quality assurance program
  • Implemented video onboarding to save company travel costs and increase efficiency.
  • Completed background and reference checks to facilitate hiring and onboarding of employees via systems such as AHCA, OIG, SAM, and e Verify

Front Office Supervisor

Heartland Community Health Center-Lawrence, KS
11.2013 - 11.2018
  • Managed operations and schedules of several different providers
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands
  • Fielded complaints from clients and customers and rectified issues
  • Guided employees through routine and complex administrative situations with decisive but motivational approach
  • Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
  • Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies
  • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
  • Translated management directives into actionable mandates for front-line staff
  • Contributed valuable insights during management meetings, ultimately influencing clinic policies and procedures for better patient satisfaction.
  • Entered patient insurance, demographic and health information into software and confirmed records
  • Developed and arranged continuing education opportunities for all staff to increase knowledge and skills.

Skills

  • Staff training and development
  • Adaptable to Changing Demands
  • Operations Management
  • Proficient in Workday
  • Schedule Management
  • Escalation management
  • Policy Implementation
  • Customer Relations
  • Team Building and Motivation

Timeline

Customer Care Supervisor

Breezeline-Cumberland, MD
08.2021 - 05.2024

Pharmacy Technician Trainee/Inventory Specialist

Walgreens/Rite Aid Pharmacy-Romney, WV
03.2020 - 08.2021

Human Resources Coordinator

SequelCare Of Florida-Port Saint Lucie, FL
01.2019 - 03.2020

Front Office Supervisor

Heartland Community Health Center-Lawrence, KS
11.2013 - 11.2018

No Degree - Business Administration

Johnson County Community College

Education

No Degree - Business Administration

Johnson County Community College
Overland Park, KS

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Brenda Hughes