Jazzspra Lane
Antioch,CA
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Recognized for exemplary customer service and team collaboration. Bringing 10 years of experience overseeing day-to-day activities and production. Decisive leader and strategic problem solver with excellent communication and planning abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Coordinator III
Kaiser Permanente
Martinez, CA
11.2023 - Current
- Monitored employee attendance records and leave requests to ensure compliance with company policies.
- Reviewed and adjusted employee shift schedules in accordance with staffing needs.
- Developed and maintained accurate records of staff availability, scheduling, and overtime requests.
- Coordinated with department managers to ensure appropriate coverage for shifts.
- Monitored staff attendance records to identify any irregularities or discrepancies.
- Communicated daily schedule changes to employees via email and text message.
- Compiled weekly reports detailing labor costs, hours worked, and overtime expenses.
- Collaborated with Human Resources personnel to resolve scheduling conflicts or issues.
- Provided support to supervisors regarding employee leave requests and vacation days.
- Processed payroll information including hours worked and approved time off requests.
- Resolved customer complaints related to staffing levels or service quality issues.
- Analyzed historical data from previous weeks to anticipate future staffing needs.
- Ensured compliance with applicable labor laws when creating work schedules for employees.
- Organized team meetings with department heads to discuss upcoming projects or events requiring additional staff support.
- Provided assistance during peak periods by adjusting existing schedules or arranging extra shifts as required.
Operations Coordinator III
Kaiser Permanente
Oakland, Ca
12.2014 - 11.2022
- Organized and maintained applicant tracking systems, including entering data into the system and updating information as needed.
- Reviewed resumes and conducted initial phone interviews with applicants to assess qualifications.
- Scheduled in-person interviews with hiring managers and coordinated travel arrangements as needed.
- Coordinated with hiring managers to determine staffing needs, create job descriptions, and identify ideal candidate criteria.
- Provided support during onboarding processes by completing background checks and drug screenings for new hires.
- Participated in college career fairs to recruit top talent for current openings within the organization.
- Collaborated with other departments within the organization on recruiting initiatives, such as diversity programs or employee referral bonuses.
- Assisted in developing recruiting strategies that align with organizational goals.
- Attended industry events to network with potential candidates.
- Analyzed feedback from applicants after interview processes were complete.
- Set appointments and interviews for job candidates via phone and email.
- Collaborated with recruitment and HR professional to achieve hiring goals.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Reviewed referral candidates and contacted qualified individuals to request applications.
- Reviewed employment applications and job orders to match applicants with job requirements.
FMLA/WAM Specialist (Contract)
Kaiser Permanente (HR Service Center)
Alameda, CA
10.2013 - 12.2013
- Compiled, reviewed and processed FMLA leave requests to ensure compliance with the Family Medical Leave Act.
- Analyzed employee eligibility for FMLA leave based on company policy and federal regulations.
- Assisted in developing and administering FMLA policies and procedures.
- Interpreted state and federal laws regarding employee rights under the Family Medical Leave Act.
- Provided guidance to employees on their rights, responsibilities, benefits and obligations under the FMLA law.
- Maintained accurate records of all FMLA leaves taken by employees including filing documents into appropriate folders.
- Communicated regularly with supervisors, managers, HR personnel and other stakeholders to provide updates on status of employee's FMLA leave request.
- Conducted research to obtain information related to FMLA claims processing as required.
- Investigated potential violations of the Family Medical Leave Act by employers or employees.
- Participated in meetings with management teams to discuss progress on claims processing activities related to FMLA cases.
Customer Service Management Representative (Contract)
Nestle Customer Management Center
Walnut Creek, CA
03.2013 - 09.2013
- Answered in-bound calls from Nestle Waters North America Home and Office Delivery customers
- Responded to general inquiries from across the United States regarding customer accounts
- Addressed calls regarding product issues, request for delivery, equipment exchanges, delivery confirmations, service transfers, billing complaints, and new customer accounts.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
Administrative Assistant/Help Desk (Contract)
Bank of America Technical Support
Concord, CA
05.2011 - 11.2012
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Responded to customer inquiries via phone, email, or chat support.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Diagnosed system errors using event viewer logs and other diagnostic tools.
- Tested computer equipment to ensure proper functioning according to specifications.
- Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
- Implemented security measures such as password protection policies for users.
- Supported customers with password resets and account customization.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Opened service tickets for clients, documenting user information and description of problem.
- Assisted customers with instructional support and product troubleshooting.
- Collaborated with customer service and sales colleagues to resolve issues.
- Initiated shipments to send equipment to clients and tracked return shipments.
- Promoted to the Email/Chat team within 6 months of employment.
Customer Service Representative
Comcast Cable Call Center
Concord, CA
11.2008 - 06.2009
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
Administrative Assistant
California Surgical Associates Bariatric Clinic
Pleasanton, CA
04.2007 - 05.2008
- Greeted patients, verified insurance information and collected copays.
- Scheduled appointments, managed patient records and updated medical histories.
- Prepared and maintained accurate medical charts for each patient visit.
- Answered incoming calls, addressed inquiries and routed messages to appropriate personnel.
- Verified patient demographics, entered data into electronic health record system and provided support to physicians.
- Assisted in preparing treatment rooms for patient examinations by stocking supplies and ensuring proper sanitation standards were met.
- Processed payments, reconciled accounts receivable reports and generated invoices for services rendered.
- Provided administrative support such as filing documents, photocopying materials and organizing office supplies.
- Ensured compliance with HIPAA regulations by maintaining confidentiality of all patient information.
- Provided customer service to patients including answering questions about treatments or services offered by the practice.
- Maintained a clean reception area by restocking supplies, cleaning furniture surfaces and vacuuming carpets.
- Created new patient files upon request while adhering to organizational policies regarding file maintenance.
- Monitored appointment schedules to ensure timely arrival of patients for their scheduled visits.
- Assisted with scheduling tests or other procedures as requested by physicians or other healthcare providers.
- Checked-in patients when they arrived at the front desk; obtained necessary paperwork from them prior to check-in process.
- Handled incoming mail including sorting letters according to departmental guidelines.
Education
Certified Medical Administrative Assistant -
Contra Costa Medical Career College
Certified Medical Billing and Coding Specialist -
Contra Costa Medical Career College
Medical Terminology Certificate -
Contra Costa Medical Career College
Diploma -
San Lorenzo High School
Skills
- Scheduling Coordination
- Corporate Recruiting
- BLS certified
- Medical terminology
- Employee Database Management
- OSHA/HIPAA guidelines
- Knowledge of HMO/PPO
- Knowledge of Medi-Cal/Medicare
- CPT, ICD-9, ICD-10, HCPCS coding
- Lotus Notes
- Typing: 45 WPM
- Medical Manager
- Imrex/Epic Experience
- Microsoft Office Applications
- Employee Development
- HR Knowledge
- Delegation
- Customer service
- Strong communication skills
Certification
- Ergonomic Evaluator 1
Timeline
Operations Coordinator III
Kaiser Permanente
11.2023 - Current
Operations Coordinator III
Kaiser Permanente
12.2014 - 11.2022
FMLA/WAM Specialist (Contract)
Kaiser Permanente (HR Service Center)
10.2013 - 12.2013
Customer Service Management Representative (Contract)
Nestle Customer Management Center
03.2013 - 09.2013
Administrative Assistant/Help Desk (Contract)
Bank of America Technical Support
05.2011 - 11.2012
Customer Service Representative
Comcast Cable Call Center
11.2008 - 06.2009
Administrative Assistant
California Surgical Associates Bariatric Clinic
04.2007 - 05.2008
Certified Medical Administrative Assistant -
Contra Costa Medical Career College
Certified Medical Billing and Coding Specialist -
Contra Costa Medical Career College
Medical Terminology Certificate -
Contra Costa Medical Career College
Diploma -
San Lorenzo High School