Brenda Garcia
Phoenix,AZ
Summary
Professional attendant with strong focus on delivering high standards and achieving results. Proven ability to adapt to changing needs while maintaining reliability and team collaboration. Skilled in customer service, problem-solving, and maintaining clean, organized environment. Known for positive attitude and effective communication with both customers and team members.
Experienced with customer assistance and maintaining cleanliness. Utilizes effective communication and multitasking to meet patron needs efficiently. Track record of reliability and strong understanding of safety procedures.
Service-oriented professional with track record in maintaining high standards of cleanliness and customer satisfaction. Known for strong team collaboration and results-driven approach, adaptable to dynamic work environments. Skilled in multitasking and effective communication, reliable in delivering consistent service quality.
Energetic and dependable professional with excellent customer service, organizational and communication skills. Anticipates customer needs and provides service proactively while quickly and accurately responding to customer inquiries. Demonstrates consistently positive attitude and creates welcoming atmosphere for customers and colleagues.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
16
16
years of professional experience
Work History
In-Home Respite, Habilitation, and Attendant Care
Lexington Health Care
Phoenix, AZ
08.2023 - Current
- Assisted patients with daily living activities, ensuring comfort and safety.
- Maintained cleanliness and organization of patient rooms and common areas.
- Collaborated with nursing staff to communicate patient needs effectively.
- Monitored vital signs and reported changes to healthcare professionals promptly.
- Documented patient interactions accurately in electronic health records system.
- Responded to customer requests efficiently and with knowledgeable assistance.
Contact Center Supervisor
TriWest Healthcare Alliance
Phoenix, AZ
01.2020 - 07.2022
- Supervised daily operations of contact center, ensuring adherence to quality standards.
- Trained and mentored team members on customer service protocols and system usage.
- Implemented process improvements that enhanced efficiency and reduced call handling time.
- Analyzed performance metrics to identify trends and develop action plans for staff improvement.
- Coordinated scheduling and workload distribution to optimize team performance and coverage.
- Developed training materials to support onboarding of new hires in customer service practices.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for service delivery.
- Collaborated with management to align departmental objectives with overall organizational strategy.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of Number agents and surpassed individual and corporate goals.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
- Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Actively participated in recruiting activities to attract top talent for the contact center supervisor role.
- Consistently met or exceeded revenue targets by motivating agents to upsell products or services when appropriate.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Referral Coordinator Supervisor
TriWest Healthcare Alliance
Phoenix, AZ
07.2015 - 07.2022
- Coordinated patient referrals between healthcare providers and facilities, ensuring timely access to care.
- Managed appointment scheduling, optimizing workflows for improved patient experience and satisfaction.
- Utilized electronic health record systems to maintain accurate patient data and referral documentation.
- Collaborated with multidisciplinary teams to streamline communication and enhance patient-centered care initiatives.
- Developed training materials for new staff on referral processes, improving onboarding efficiency and knowledge retention.
- Analyzed referral patterns to identify trends, contributing to strategic improvements in service delivery.
- Implemented quality assurance protocols to ensure adherence to regulatory standards in referral management.
- Mentored junior coordinators in best practices for managing complex cases and enhancing operational efficiency.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Scheduled appointments with specialists on behalf of clients.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Assisted with staff training initiatives related to the referral process, sharing expertise gained from professional experience.
Verbal and Grievance Auditor
OptumRx
Tempe, AZ
01.2010 - 07.2015
- Conducted thorough financial audits to ensure compliance with regulatory standards and internal policies.
- Analyzed financial statements for accuracy, identifying discrepancies and recommending corrective actions.
- Collaborated with cross-functional teams to streamline auditing processes and enhance operational efficiency.
- Reviewed internal controls and risk management practices, providing insights for process improvements.
- Mentored junior auditors, fostering skills development and ensuring adherence to best practices in auditing procedures.
- Led initiatives to optimize audit workflows, resulting in reduced turnaround times for audit completion.
- Implemented new auditing software tools, improving data analysis capabilities and reporting accuracy.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Followed established auditing processes to meet internal and regulatory requirements.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Provided expert recommendations for financial reporting enhancements, leading to improved stakeholder communication.
Education
Certificate - Real Estate
Ce Shop
Phoenix, NYCertificate - Cosmetology
Protege of Arizona
Phoenix, NYHigh School Diploma -
North Highschool
Phoenix, AZCertificate - Pharmacy
Maricopa Community Colleges, Phoenix College
Phoenix, AZLanguages
English
Full Professional
Spanish
Full Professional
Timeline
In-Home Respite, Habilitation, and Attendant Care
Lexington Health Care
08.2023 - Current
Contact Center Supervisor
TriWest Healthcare Alliance
01.2020 - 07.2022
Referral Coordinator Supervisor
TriWest Healthcare Alliance
07.2015 - 07.2022
Verbal and Grievance Auditor
OptumRx
01.2010 - 07.2015
Certificate - Real Estate
Ce Shop
Certificate - Cosmetology
Protege of Arizona
High School Diploma -
North Highschool
Certificate - Pharmacy
Maricopa Community Colleges, Phoenix College