Gabrielle Spiess-Jaynes

Duties:
- Bilingual Customer Service Analyst with the performance assurance team that oversees six partner sites.
- Responsible for holding CVE Trainings for new leaders and onsite managers.
- Lead several workshops and coaching sessions that educated leaders on best practices to identify, review, create a plan and goal check ins with agents on their team, in order to build successful teams.
- Lead and oversaw calibrations for partner sites with leaders and quality assurance teams to ensure alignment with the enhance the experience model, and gave recommendations when partner sites held the calibrations.
- Was the Lead Analyst in the successful ramping of a new site where I held call calibrations, held workshops to educate on tools and resources, and observed agent coaching's with new site leaders.
- Oversaw several projects such as Spanish translation training for new agents, Beta prepaid unified desktop pilot, service innovation/one resolution project, the R-90 initiative and hosted executive calibration for directors and leaders.
- Used VERINT to schedule, reschedule, cancel and coordinated meetings and trainings for New hire employees.
- Enter data into predefined spreadsheet's or databases and retrieve data for standard office reports. Collect and compile data for EOD reports.
- Used email to receive scheduling information from Vendor centers or to send information tousers. Provide corrections to appointment sheets before entering into the system. Prepared various documents in the proper format, with no errors in spelling, grammar, capitalization, or punctuation. Communicate positively, in a courteous and considerate manner.
-Planned, coordinated, and carried out a variety of projects. Collaborated in the
creation of social media strategies. Arranged traveling trips, schedules, and
reservations.
- Documented expense reports for monthly international travel to Vender Sites.
- Submitted and approved payroll time sheet

Duties:

- Communicated intake and insurance verification information to patients and to appropriate departments and offered translation services.

- Collected, verified, recorded and processed client demographics, insurance payment and referral information.

- Greeted intake callers with clear professional voice and obtained maximum information to confirm understanding and accuracy in service coordination.
-This role takes on the responsibility of an Assistant Supervisor.
- Assisting with daily team meetings, overseeing the weekly/monthly goals set for a team of 13.
- Coached representatives to meet set goals individually. Duties include daily listening to calls from reps, providing feedback and assistance when required.
- This role also calls on offering assistance to other reps through an online chat where we are given a situation and we assist with a solution or provide feedback on how to resolve the problem at hand.
- Constant team participation in team chats to keep members motivated and on task is a daily requirement.
- Took escalated calls on a daily basis to assist representative deescalate and retain customer.
- When the regular supervisor is out for an extended period of time, the role calls for me to stand in as Acting Supervisor to make sure the team has support and performs as expected.
- Approved and audited employee time cards ( VERINT ), analyzed work activities and recommend performance measures in support of Resource Management, Business, and Enterprise objectives.
- Gathered information for use in orientations, briefings, reports, and marketing aspects specific to the Company.
- Presented information in briefings to the Company’s Leadership team and delivered up to date information to the employees about the policies, standing operating procedures, objectives, and goals of the organization.
- Evaluated work performance of supervised employees and prepared formal performance evaluations. Provided input to the next level supervisor to be used for the development of performance standards.
- Approved and/or disapproved leave requests when Supervisor was not present.
- Built and maintained client relationships to meet and exceed sales goals.
- Work with customers to identify challenges that our products could solved. Gather competitive intelligence regarding pricing and other information.
- Maintained excellent product knowledge and attended all training sessions.

Duties:
- Provide solutions for customers with technical related problems.
- Took overflow calls for regular Customer Service employees.
- Determine if the problem is with the Account, Network, Device or End user.
- Educate customers on return instructions and policies for device replacement.
- Escalate account or network problems to different departments.
- Learned to position upgrades as a solution for the customer.
- Able to take the decision for exceptions in complicated situations.
-Strong time management and flexibility with different schedules.
-Achieve and exceed company metrics and stats.
-Professional and patience with customers to improve loyalty and satisfaction.
- Responsible for growing and maintaining business revenue, by partnering with internal and external stakeholders to drive sales activities, design and deliver targeted solutions, providing ongoing customer support and managing customer relations.
- Leading yearly performance during time in title.
- Audited / Submitted & Approved Time Sheets

- Interacted with customers regularly to maintain and enhance relationships.

- Resolved issues through careful research and follow-up with customers.

Duties:
- Managed 152 unit assisted living and Independent living community.
- Oversaw plans, put into practice appropriate standards such as procedures, policies, building sanitation and food preparation program.
- Ensuring balance meals are served to our elderly residents.
- Manage and supervise the day to day operation of this resident by hiring and firing - if set performance standard are not met, training, managing and motivating the junior management staff and employees.
- Effectively manage and developed the community's budget and cash flow, and write analyses for budget discrepancies.
- Ensure resident satisfaction by delivering exceptional service and quality of product IAW established operational standards and state regulations, accounts payable, accounts receivable, Cap-Ex, payroll processor, human resource specialist, customer service and maintaining files for everything.
-Processed worker’s comp. claims, I am educated and advanced in EEOC , OSHA, HIPPA, & FLMA procedures.
- Processed and completed payroll for 52 employees.
- Audited and approved time cards via PeopleSoft.
- Ensure personnel practice safety measures like accident avoidance, and reporting them if any occurs, mistreatment deterrence, etc.
- Oversees the procurement of equipment and supplies; prepare report and briefings.
- Develop and maintain a good working relationship with residents, families and professional providers of care.
- Manage move in and move outs to achieve maximum revenue, & maintain confidentiality of all pertinent information.
- Frequent interaction with residents, proactively responding to their needs, review Make –Ready’s for the community, quality control, & maintain strict adherence to the State and Federal Laws.
- Responsible for collecting monthly rent and achieving collection standards by 5th of the month, marketing property by outreaching and outsourcing throughout the El Paso Market, brand management, PR, media relations, local advertising, radio advertising, & community events.
- Screening potential residents, credit checks, creating and handling yearly lease agreements, prepare rent increases for upcoming year.
- Fiscal year end close.
- Handle resident & employee complaints, unit inspections, daily/ weekly property inspections.
- Expediting & processing evictions
- Acquire and establish relationships with outside vendors to assist in the maintenance and repair of the property, maintaining property at 80- 100% occupancy & achieving monthly Marketing/ Sales goals.
- Perform receptionist, record keeping, and miscellaneous clerical duties.
- Covered for administrative leadership during leave.
- Assisted and completed all on-boarding procedues for new hire.
- Provided support in establishing and maintaining a clean, safe, and cooperative work environment. Served as Spanish/English translator and interpreter to residents.
-Planned, coordinated, and carried out a variety of projects. Collaborated in the creation of social media strategies. Arranged traveling trips, schedules, and reservations. Documented expense reports and kept track of the company's bank accounts.
- Answered customer inquiries in person or over the phone.

Duties:
- Reviewed operating results of center daily, weekly and monthly to identify areas of opportunity for increased profits and decreased expenses.
- Ensure procedures outlining opening, closing, banking, collections, audits, local store marketing (LSM), all Loss Prevention (LP) procedures, and other company policies are followed daily.
- Ensure compliance with Federal, State, and local laws.
- Control cash flow, accounts payable, accounts receivable, Cap Ex, balancing and audits while maintaining LP standards.
- Maintain company standards as related to staffing, operations, billing, marketing, collections and customer service.
- Managed P&L, payroll and other budgeted items; continuously identify ways to control costs.
- Maintaining an on-going marketing strategy and marketing tracking sheets for the center.
- Conduct divisional market analysis/strategy to increase total market share and active accounts.
- Pursue marketing strategies that would help grow center. Lead team in collecting Past Due, Non-Sufficient Funds (NSF), Write Offs, and perform field calls.
- Recommend and sell products and services to meet customer’s needs, provide exceptional service and support to customers.
- Recruit, interview, recommend for hire, oversee work of and train one or more Customer Service Representatives.
- Adhere to all company policies and procedures, & achieving daily, weekly, monthly sales goals.
- Audited and approved timecards.
- Performed analytical and evaluative work, and developed technical data related tocustomer service, satisfaction, and sales in order to monitor, trend, and analyze performance measures.
- Supervised work on a daily, weekly, and monthly basis to the employees under my purview, and provided special instructions as necessary in case of a new or unfamiliar assignment.
- Heard and resolved employee complaints.
- Recommended minor disciplinary measures.
- Recommended training and developmental needs of employees, and provided on-the-job training.
- Evaluated work performance of supervised employees and prepared formal performance evaluations.