Catherine Gragg
Summary
Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Overview
22
22
years of professional experience
Work History
Supervisor Contact Center
Gerber/Nestle
04.2018 - Current
- Published schedules for 24/7 coverage, ensuring adequate staffing and efficient allocation of resources
- Coached and mentored team members to meet and exceed Key Performance Indicators (KPIs), resulting in improved customer satisfaction ratings
- Handled escalated contacts from dissatisfied customers, resolving issues promptly and effectively
- Conducted interviews for new hires, assessing their skills and cultural fit within the organization
- Organized and facilitated culture-building activities to foster a positive and collaborative work environment
- Conducted year-end reviews for team members, providing constructive feedback and setting goals for professional development
Health Care Nutrition Registered Dietitian
Gerber/Nestle
10.2012 - 04.2018
- Provided an analysis and presentation of Nestle Health Science trends and data biannually to the retail and institutional businesses
- Assisted with training new hires by educating on basic nutrition information and HCN products, monitoring calls and role playing
- Partnered with regulatory, marketing and medical affairs to obtain, secure and provide accurate information to our consumer engagement specialists for new product launches or reformulations
- Managed my availability by assisting consumer engagement specialists and also speaking directly to consumers or health care professionals which increases first time resolution and efficiency
Registered Dietitian
Spectrum Health Gerber Memorial
10.2005 - 09.2012
- Assessed clients' overall physical health with body composition scale measurements
- Maintained up-to-date knowledge about the latest research and trends through extended education and professional development courses
- Designed each class to match the skill and learning levels of all participants
- Collaborated extensively with the medical director to help each client meet their nutritional needs using meal replacements
- Recommended program improvements and creation of innovative programs and services
Clinical Dietitian
Mercy Health Saint Mary's Campus
07.2003 - 10.2005
- Counseled patients regarding special dietary needs
- Collaborated extensively with interdisciplinary care team to meet the nutritional needs of each resident
- Calculated nutritional requirements and assessed the adequacy of diet and nutrition support
- Preceptor of clinical nutrition rotation for dietetic interns
Education
Bachelor of Science - Dietetics
Central Michigan University
Mount Pleasant, MISkills
- Ability to multitask, establish priorities and meet deadlines
- Ability to solve problems, generate ideas, and think creatively
- Strong communication and networking skills
- Positive outlook and forward focused
- Decision making, active listening, and collaboration
- Communication, organization, and computer skills
- Strong Leadership and team management abilities
Affiliations
- Member, Michigan Dietetic Association
- Member, Academy of Nutrition and Dietetics
Timeline
Supervisor Contact Center
Gerber/Nestle
04.2018 - Current
Health Care Nutrition Registered Dietitian
Gerber/Nestle
10.2012 - 04.2018
Registered Dietitian
Spectrum Health Gerber Memorial
10.2005 - 09.2012
Clinical Dietitian
Mercy Health Saint Mary's Campus
07.2003 - 10.2005
Bachelor of Science - Dietetics
Central Michigan University
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