Erin Munson
Golden City,MO
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
23
23
years of professional experience
Work History
Senior Supervisor
Sagility Healthcare
10.2023 - 01.2024
- Spearheaded efforts to increase cross-departmental collaboration which led to a marked improvement in overall organizational synergy.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Played a pivotal role in driving change management initiatives that resulted in seamless adoption of new policies or procedures.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
- Identified underperforming areas and implemented effective process improvements.
Customer Service Manager
Sagility Healthcare
08.2022 - 10.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Defined clear targets and objectives and communicated to other team members.
Health Concierge
Sagility Healthcare
09.2021 - 08.2022
- Maintained full and current understanding of available plans, products and services.
- Contributed to a welcoming environment by greeting patients upon arrival and addressing any immediate needs or concerns.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Trained new staff on filing, phone etiquette and other office duties.
Customer Service Representative
Meeks Millwork
11.2019 - 03.2021
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
Branch Manager
Advance America
09.2009 - 12.2011
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Complied with regulatory guidelines and requirements.
- Designed and maintained financial models to identify and measure risks.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
Training Manager
USA 800, Inc.
10.2000 - 05.2009
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Conducted training courses and prepared videos for long-term use.
- Researched and obtained relevant course materials to achieve training objectives.
- Mentored junior trainers and instructional designers in best practices for adult learning techniques and curriculum design methodologies.
- Managed new employee orientation training process for more than 30 employees each year.
- Coordinated and prioritized required training courses for 10 employees.
- Monitored and evaluated training performance to determine quality and cohesiveness.
Education
High School Diploma -
Lee's Summit Sr. High School
Lee's Summit, MO05.1993
Skills
- Documentation And Reporting
- Fiscal Management
- Innovation Skills
- Shift Scheduling
- Performance Tracking and Evaluation
- Process Monitoring and Improvement
- Operations Management
- Customer Service
Timeline
Senior Supervisor
Sagility Healthcare
10.2023 - 01.2024
Customer Service Manager
Sagility Healthcare
08.2022 - 10.2023
Health Concierge
Sagility Healthcare
09.2021 - 08.2022
Customer Service Representative
Meeks Millwork
11.2019 - 03.2021
Branch Manager
Advance America
09.2009 - 12.2011
Training Manager
USA 800, Inc.
10.2000 - 05.2009
High School Diploma -
Lee's Summit Sr. High School
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