Gina Caglione
Customer Service & Operations Professional
Essex Junction,VT
Summary
Driven and detail-oriented professional with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes, contributing to organizational growth and supporting team objectives.
Overview
15
15
years of professional experience
Work History
Customer Care Specialist
OLINK PROTEOMICS, PART OF THERMO FISHER SCIENTIFIC
05.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information, replying to incoming cases within 2 hours.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Directed customers to appropriate departments for additional support.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
Service Operations Coordinator
AGILENT TECHNOLOGIES (BIOTEK INSTRUMENTS INC)
05.2018 - 05.2022
- Implemented process improvements that reduced service response times by 25%
- Managed vendor relationships to ensure timely procurement of services.
- Coordinated daily operational activities to enhance service delivery efficiency.
- Analyzed service performance metrics to identify areas for improvement.
- Collaborated with cross-functional teams to streamline service operations.
- Resolved customer complaints and escalated issues to maintain high satisfaction levels.
Custodial Maintenance Unit Supervisor
University of Vermont
07.2017 - 05.2018
- Managed a team of custodial staff to ensure cleanliness and maintenance of facilities on campus, during overnight hours.
- Developed and implemented cleaning schedules and routines to maximize efficiency.
- Conducted regular inspections to identify maintenance needs and ensure compliance with health and safety standards.
- Trained new hires on cleaning procedures and safety protocols.
- Maintained inventory of cleaning supplies and equipment, ensuring availability and cost-effectiveness.
Patient Services Manager
Burlington Labs
07.2015 - 09.2016
- Managed a team of 81 healthcare professionals, including 4 supervisors, nationwide.
- Coordinated scheduling to ensure minimal wait times and efficient service for 12 Patient Service Centers and 46 remote accounts.
- Developed and implemented training programs for new staff on patient interaction and healthcare regulations.
- Collaborated with staff to streamline communication and patient care processes.
- Organized all physical inventory at all locations and implemented efficient ordering system to decrease cost of monthly orders.
Unit Manager
Sodexo - University of Vermont
08.2010 - 07.2015
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Resolved conflicts among team members quickly to maintain a positive working environment conducive for continued excellence in patient care.
- Managed a cross-functional team of 55 employees, fostering a collaborative and productive work environment.
Education
Certificate - Professional Organization
IAP Career College
Portland, ORLiberal Arts And Sciences
Hudson Valley Community College
Troy, NYOccupational Therapy
University of North Carolina At Wilmington
Wilmington, NCSkills
- Process improvement
- Scheduling coordination
- Customer relations
- Problem resolution
- Logistics coordination
- Order processing
- Operations management
- Operational efficiency
- Training and mentoring
- Time management
Timeline
Customer Care Specialist
OLINK PROTEOMICS, PART OF THERMO FISHER SCIENTIFIC
05.2022 - Current
Service Operations Coordinator
AGILENT TECHNOLOGIES (BIOTEK INSTRUMENTS INC)
05.2018 - 05.2022
Custodial Maintenance Unit Supervisor
University of Vermont
07.2017 - 05.2018
Patient Services Manager
Burlington Labs
07.2015 - 09.2016
Unit Manager
Sodexo - University of Vermont
08.2010 - 07.2015
Certificate - Professional Organization
IAP Career College
Liberal Arts And Sciences
Hudson Valley Community College
Occupational Therapy
University of North Carolina At Wilmington
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