Emma Graham
Wilmington,NC
Summary
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
23
23
years of professional experience
Work History
Supervisor
Bridges Experience, Incorporated FKA Castle Branch, Incorporated
Wilmington, NC
08.2017 - Current
- Supervised daily operations to ensure adherence to company policies and procedures.
- Conducted regular performance evaluations to assess team effectiveness and identify training needs.
- Collaborated with cross-functional teams to resolve issues and enhance service delivery quality.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted thorough reviews of medical records to verify accuracy, integrity, and compliance of submitted documentation.
- Extracted data from reports and maintained organized, accurate spreadsheets for analysis and reporting.
- Assisted in testing and evaluation of new software applications and internal programs.
- Assisted in monitoring and maintaining service level agreements (SLAs) to ensure compliance with company requirements.
- Managed and supervised an international team of employees, ensuring consistent application of company policies and operational practices.
- Completed accurate date entry into internal systems
- Actively contributed to special projects, ensuring timely completion
Clinical Screening Specilist
Bridges Experience, Incorporated FKA Castle Branch, Incorporated
Wilmington, NC
04.2013 - 08.2017
- Conducted thorough reviews of medical records to verify accuracy, integrity, and compliance of submitted documentation.
- Followed all company policies and procedures to deliver quality work.
- Maintained service level agreements (SLAs) in accordance with company policies.
- Consistently met and exceeded required performance standards in compliance with company policies.
- Responded to customer inquiries and emails in a timely and professional manner.
Senior Representative Customer Service
Verizon Wireless
Wilmington, NC
10.2005 - 09.2011
- Handle high volume inbound calls
- Prioritize and organize daily follow-ups
- Research and resolve billing inquires
- Strong written and verbal communication skills
- Educate customers on products and services
- Exceeded company performance standards and quality goals in sales
- Manage needs of Associates and Management
- Educate and advise customer’s on managing their online account
- Efficiently handle escalated issues to create a better customer experience
- Ensure all training completion targets are met
- Effectively use multiple internal programs while maintaining customer focus
- Assist center management in training new hires
- Work independently and in team environment
- Maintain accuracy within customer accounts
Housekeeper and Front Desk Assistant
Drifters Reef Motel
Carolina Beach, NC
05.2003 - 10.2005
- Ensure an orderly environment for guests and staff
- Assist with guest check in and check out
- Accurate payment processing
- Exceed company standards in customer service
- Work independently and in a team environment
- Maintain business records utilizing Excel and Word
- Meet and exceed company expectations
Education
Graduated John T. Hoggard High School -
John T. Hoggard High School
Wilmington, NCSkills
- Operating systems: Outlook, Microsoft Dynamics 365, SharePoint, Excel, PowerPoint, Word
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Verbal and written communication
- Multitasking
- Professional and courteous
- Adaptability
- Professionalism
Timeline
Supervisor
Bridges Experience, Incorporated FKA Castle Branch, Incorporated
08.2017 - Current
Clinical Screening Specilist
Bridges Experience, Incorporated FKA Castle Branch, Incorporated
04.2013 - 08.2017
Senior Representative Customer Service
Verizon Wireless
10.2005 - 09.2011
Housekeeper and Front Desk Assistant
Drifters Reef Motel
05.2003 - 10.2005
Graduated John T. Hoggard High School -
John T. Hoggard High School