Courtney Capuchino
Round Rock,TX
Summary
Customer service manager with extensive experience in leading teams, communication, and building relationships. A track record for success in handling interactions and escalations while providing white glove customer service.
Overview
17
17
years of professional experience
Work History
Referral Specialist/Preceptor
Centene Corporation
12.2020 - Current
- Authorization intake for Inpatient and Outpatient behavioral health markets within a multinational healthcare enterprise.
- Direct communication with healthcare providers needing authorization for members with Medicaid, Medicare, Marketplace, and commercial health plans within Centene Corporation.
- Triage, data input, data correction, and processing of fax and phone requests for Inpatient and Outpatient procedures.
- Report building and analysis of claims issues (PACR).
- Efficient in TruCare Classic and Cloud, Amisys, Faxcom, Filenet, OMNI, PACR, Sharepoint, Excel, and Word.
- Preceptor for inpatient behavioral health referral specialists, providing education and training on all processes for new hires as well as cross-training existing outpatient referral specialists on inpatient guidelines and protocols.
Kitchen Manager/Head Pastry Chef
Four Seasons Resort And Club Dallas
11.2011 - 03.2020
- Managed daily functions of 10 direct reports
- Managed staff schedules and maintained adequate coverage for all shifts.
- Managed payroll.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Developed and implemented kitchen policies and procedures to establish clear guidelines for kitchen operations and comply with regulations.
- Motivated staff to perform at peak efficiency and quality.
- Reviewed and analyzed kitchen performance to verify gaps and observe continuous improvement.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Collaborated with other departments to coordinate meal service and special events, executing smooth operations.
- Developed and maintained professional relationships with suppliers to acquire high-quality ingredients and products with reasonable prices.
- Designed and maintained menus to offer variety of high quality and consistency of dishes.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Maximized quality assurance by completing frequent line checks.
Customer Service Specialist
HEB Grocery Store
08.2006 - 11.2011
- Responsible for mass production of all bakery items.
- Specialized in cake decorating.
- Led efforts as department Safety Coordinator and Diversity Champion.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Graduate -
Le Cordon Bleu College of Culinary Arts - Austin
Austin, TX11.2011
Basics -
Austin Community College
Austin, TX08.2010
Skills
- Highly motivated professional
- Goal oriented
- Process driven
- Team focused
- Attentive to detail
- Dedicated contributer
- Positive attitude
- Active communicator
Accomplishments
- Women In Leadership, Board Member, Four Seasons Dallas (2018- 2020)
Timeline
Referral Specialist/Preceptor
Centene Corporation
12.2020 - Current
Kitchen Manager/Head Pastry Chef
Four Seasons Resort And Club Dallas
11.2011 - 03.2020
Customer Service Specialist
HEB Grocery Store
08.2006 - 11.2011
Graduate -
Le Cordon Bleu College of Culinary Arts - Austin
Basics -
Austin Community College
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