Fernanda Vianna
Andover,MA
Summary
Dynamic leader with a proven track record at YMCA of Greater Seattle, enhancing customer satisfaction and team performance. Excelled in operations management and leadership development, significantly improving conversion rates and employee engagement. Fluent in English, Spanish, and Portuguese, adept at driving results through innovative training and mentoring.
Overview
13
13
years of professional experience
Work History
Association Support Center Supervisor
YMCA of Greater Seattle
01.2021 - Current
- Association Support Center (ASC) Team Supervisor provides leadership and guidance to the Association Support Center Navigator team, serving as a point of escalation for the team and administrative support to center operations. This position will ensure the Y is providing a high-quality customer experience through every inbound and outbound interaction with our members and participants. Core duties include guidance and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, coaching, and training. Performance metrics include call efficiency, low abandonment rate, and high conversion rates. Lead and develop an internal team of 15 inbound and outbound support agents. Provide strong, dynamic leadership that mentors, develops, and guides the team.
- Assisted in the hiring process by conducting interviews, reviewing resumes, and selecting top candidates for open positions within the center.
- Implemented training for new and current staff.
- Improved employee morale and engagement by developing team-building activities and encouraging open communication among staff members.
- Collaborated with management team to develop long-term goals for the center''s success.
- Create and deliver best-in-class support across multiple channels including phone, email, self-service, chat and more. Grow membership and program enrollment by improving conversion and retention rates through outstanding customer service.
- Improve customer satisfaction and NPS, while reducing touches and time per inquiry and maintaining Service Level Agreements (SLAs).
- Provide customer service insights and feedback to appropriate teams to actively influence program development and priorities and better solve for customer needs.
- Increase efficiency and drive down cost per ticket through automation and self-service.
- Manage resource requirements, monitor shift coverage and shift swap requests, and address projected staffing shortages to prevent drops in service levels while managing costs and associated budgets.
- Support the Association Support Center Director in managing Contact Center technology software platform.
- Develop, implement, and maintain effective Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
- Support the Association Support Center Director in development and administration of annual department budget.
- Research and test new revenue, retention, and engagement opportunities.
- Ensure compliance with regulatory agency guidelines and standards and organizational policies.
Physician Team Manager
Orlando Orthopaedic Center
01.2013 - 02.2021
- Responsible for overseeing the Sports and Joint Team day to day tasks and ensuring their work is performed as assigned. Responsibilities include performing staff job responsibilities, monitoring staff assignments, training new and current staff, and taking an active part in the hiring, disciplining, and termination processes while maintaining a profession, pleasing work environment. Work with the Marketing Director to develop and implement new business.
- Instructed patients and families on medical diagnoses and treatment options, including scheduling tests and surgeries.
- Collaborated with consulting physicians regarding care of patients.
- Developed strong rapport with colleagues and staff members, promoting teamwork within the workplace environment.
- Maintain detailed knowledge of practice management, electronic health record, and other computer software as it relates to job functions.
- Assist in the development, maintenance and enforcement of protocols association with the team's practice, including performance logs, disciplinary issues, and evaluations.
- Maintain strong communication among providers, teams and patients. Motivate staff to perform at their best to deliver superior customer service, conduct meetings to communicate new ideas, resolve problems, obtain feedback and overall effectiveness of team.
Photographer/Customer Service Representative
Walt Disney World Parks and Resorts
05.2011 - 01.2013
- Digitally edited photos to enhance appearance.
- Provided exceptional customer service throughout the entire process from initial consultation to delivery of final products.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with fellow cast members to ensure seamless operations and consistent guest satisfaction.
- Supported team members during peak times by taking on additional roles when needed, fostering a cooperative work environment.
- Participated in regular training sessions, remaining current on park updates and procedures to provide informed assistance to guests.
- Resolved guest concerns in a timely manner, demonstrating commitment to excellent customer service.
Education
Bachelor of Arts - Fine Arts
University of Central Florida
Orlando, FL05.2011
Skills
Languages: English, Spanish, and Portuguese
Training and mentoring
Operations Management
Leadership Development
Customer Service Management
Languages
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Association Support Center Supervisor
YMCA of Greater Seattle
01.2021 - Current
Physician Team Manager
Orlando Orthopaedic Center
01.2013 - 02.2021
Photographer/Customer Service Representative
Walt Disney World Parks and Resorts
05.2011 - 01.2013
Bachelor of Arts - Fine Arts
University of Central Florida
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