Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Heather Lederle

Saint Robert,MO

Summary

Dedicated Supervisor possessing skilled in addressing and resolving conflicts to maintain team harmony and performance. Offers 5 years of experience leading talented teams and exceeding objectives. Background includes strong history in customer service work.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Appointment Line Supervisor

Eursdale
Fort Leonard Wood, Missouri
01.2023 - Current
  • Implemented efficient operational procedures to optimize workflow accuracy.
  • Ensured precision in documenting employee performance, attendance, leave requests, and disciplinary actions.
  • Facilitated regular team meetings to plan and coordinate upcoming tasks and project deadlines.
  • Managed the full cycle of staffing, ensuring the team was equipped with qualified individuals at all times.
  • Regularly monitored employee productivity levels to identify areas for improvement.
  • Assessed employee performance regularly and documented findings effectively.
  • Offered guidance and support to colleagues in understanding their job responsibilities.
  • Coordinated employee-focused events such as company picnics and holiday parties.
  • Implemented new approaches to elevate customer service standards throughout the company.
  • Collaborated on cross-departmental efforts to streamline workflow processes.
  • Provided constructive feedback and coaching based on monitoring employee productivity.
  • Complied with company policies, objectives and communication goals.
  • Provided ongoing staff training to address their needs
  • Ensured the consistency, quality, and conformance of completed work through thorough review.
  • Maintained focus on working collaboratively through clear goal setting and enforcement.
  • Addressed performance and personnel challenges promptly to mitigate potential negative impact on business operations.
  • Carried out applicant interviews, provided hiring recommendations, and evaluated staff achievements.
  • Facilitated problem-solving for employee concerns and complaints by partnering with HR team.
  • Provided guidance for staff members in establishing their future objectives.
  • Nurtured constructive relationships with team members and leadership, enhancing overall productivity.
  • Promptly and efficiently identified customer needs.
  • Demonstrated exceptional telephone etiquette and skillfully managed challenging calls.
  • Facilitated decision-making by identifying specific areas for improvement and narrowing focus on necessary changes.
  • Worked in close partnership with HR to optimize employee management and organization planning processes.
  • Implemented strategies for capitalizing on new opportunities.
  • Facilitated employee growth through the implementation of conflict resolution tactics.
  • Handled appointment scheduling duties for patients.
  • Managed inbound calls for both potential new patients and existing patient inquiries.
  • Validated insurance information in advance of appointment scheduling.
  • Effectively communicated visit instructions to patients.
  • Synchronized efforts with different practice divisions to ensure prompt and effective patient treatment.

Appointment Line Lead

MEC
Fort Leonard Wood, MO
10.2021 - 01.2023
  • Communicated effectively with patients, addressing their concerns regarding medical services, billing, appointments and other general inquiries.
  • Verified patient insurance eligibility and coverage details prior to appointments.
  • Successfully handled incoming calls with a high level of professionalism and consistently provided accurate information to callers.
  • Kept current on healthcare providers throughout the facility.
  • Upheld strict adherence to confidentiality policies for patient information.
  • Aided patients with the coordination of appointment adjustments and cancellations.
  • Guided and advised patients on appointment readiness.
  • Directed calls and correspondence to relevant medical personnel.
  • Ensured efficient appointment scheduling by avoiding double bookings.
  • Maintained adherence to HIPAA regulations, safeguarding patient information.
  • Communicated compassionately with patients while maintaining confidentiality of medical information.
  • Offered guidance and assistance to team members regarding operational matters.
  • Ensured compliance with organizational policies and procedures.
  • Designed and implemented customized training initiatives to meet staff members' identified needs.
  • Successfully resolved interpersonal conflicts among team members.

Team Lead Sales Associate

Walmart
Saint Robert, MO
12.2019 - 10.2021
  • Effectively led, guided, and directed team members to success.
  • Conducted weekly meetings with sales associates to discuss and evaluate goals, accomplishments, obstacles, and areas for enhancement.
  • Facilitated communication between sales team and upper management.
  • Conducted training sessions to ensure new employees were proficient in customer service procedures and acquainted with product details.
  • Solved customer issues in a timely and satisfactory manner.
  • Helped customers make informed decisions regarding product selection by considering their needs and budget.
  • Demonstrated exceptional communication skills with internal teams and external customers.
  • Ensured proper product positioning through regular spot checks of store shelves.
  • Managed the entire process of supervising and developing direct reports, including recruitment, training, coaching, evaluation, and feedback.
  • Maintained a safe working environment by enforcing policies.
  • Applied strong problem-solving skills to successfully resolve conflicts among employees and customers.
  • Managed the processing of payments from customers while ensuring that accurate receipts were issued for all transactions involving cash, coin, or cards.
  • Expanded skill set through cross-training in different positions to optimize team performance during peak demand.
  • Administered cash management activities, including deposits and reconciliations.
  • Instructed and mentored new hires, ensuring their understanding of correct protocols for managing cash transactions.
  • Demonstrated precision and efficiency in carrying out cash handling duties.
  • Regularly assessed campaigns to ensure they were meeting established goals and objectives.
  • Proposed innovative fundraising ideas based on provided feedback.
  • Organized events such as auctions, walks, and other activities to raise funds.

Bartender

American Legion Post 1205
Peru, IN
01.2005 - 01.2007
  • Ensured high levels of customer satisfaction through friendly greetings and outstanding assistance.
  • Ensured compliance with recipe standards when crafting a variety of alcoholic and non-alcoholic drinks.
  • Implemented effective cleaning protocols to maintain sanitary conditions of the bar area along with proper upkeep of glassware, utensils, and equipment.
  • Ensured efficient stock control for liquor, beer, wine, and other beverages.
  • Accurately and efficiently processed payments using POS system.
  • Managed inventory by consistently restocking ice bins and coolers based on demand.
  • Maintained a safe environment by ensuring guests' adherence to alcohol consumption policies.
  • Maintained cleanliness of glasses by using sanitizing solution after every use.
  • Performed opening and closing duties, restocking supplies.
  • Followed state regulations to ensure responsible alcohol service.
  • Maintained accuracy of funds received by managing cash drawer at the close of each shift.
  • Ensured legal compliance by verifying age through identification cards before serving alcohol.

Education

High School Diploma -

Maconaquah High School
Bunker Hill, IN
05-2000

Skills

  • Task Delegation
  • Staff Development
  • Quality Control
  • Decision-making capabilities
  • Workplace Safety
  • Employee Training and mentoring
  • Quality Assurance
  • Project Management
  • Staff Management

Certification

  • HIPAA and Privacy Act training and certification

References

References available upon request.

Timeline

Appointment Line Supervisor

Eursdale
01.2023 - Current

Appointment Line Lead

MEC
10.2021 - 01.2023

Team Lead Sales Associate

Walmart
12.2019 - 10.2021

Bartender

American Legion Post 1205
01.2005 - 01.2007

High School Diploma -

Maconaquah High School

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Heather Lederle