Kacy-Ann Green
New Britain
Summary
Dynamic professional with a proven track record at Cigna, excelling in security operations and crisis management. Recognized for analytical thinking and effective communication, I enhanced team efficiency through comprehensive training and strategic improvements, ensuring safety compliance and operational integrity. Committed to fostering collaboration and problem-solving in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Message Center Operator
St Francis Hospital
09.2025 - Current
- Operated medical equipment to support patient care and ensure safety protocols.
- Monitored patient vital signs and reported changes to nursing staff promptly.
- Assisted in maintaining inventory of supplies, ensuring availability for clinical operations.
- Collaborated with healthcare team to enhance workflow efficiency and patient satisfaction.
Ambassador
Alclear LLC
02.2025 - 07.2025
- Engaged with customers to promote services and enhance brand awareness.
- Assisted in coordinating events to foster community relationships and increase visibility.
- Provided feedback on customer interactions to improve engagement strategies.
- Supported team initiatives to optimize outreach efforts and strengthen partnerships.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
GSOC Operator
Cigna
06.2024 - 01.2025
- Monitored real-time security incidents and escalated threats to appropriate teams.
- Operated advanced security systems, ensuring optimal functionality and response times.
- Collaborated with cross-functional teams to identify vulnerabilities and implement corrective measures.
- Conducted routine audits of security protocols to enhance compliance and operational integrity.
- Provided training sessions for new operators on emergency response procedures and system operations.
- Analyzed incident reports to identify trends and recommend strategic improvements in security practices.
- Coordinated with external partners to facilitate incident resolution and information sharing.
- Developed documentation for standard operating procedures, improving team efficiency and knowledge retention.
- Provided timely support during crisis situations, assisting with evacuation planning and resource allocation as needed.
- Optimized response times to security incidents through effective communication and coordination with team members.
- Developed comprehensive training materials for new operators, ensuring consistent protocol adherence across the team.
- Conducted thorough investigations into security breaches, ensuring appropriate follow-up actions were taken.
- Increased situational awareness by maintaining up-to-date knowledge of global events and potential threats.
- Managed relationships with external vendors to ensure seamless integration of their services into existing operational frameworks.
- Maintained strict confidentiality and discretion when handling sensitive information, ensuring the privacy of client data.
- Contributed to the development of business continuity plans by incorporating lessons learned from past incidents.
- Assisted in creating a secure work environment by regularly reviewing physical access control systems and recommending improvements when necessary.
Team Leader
IBEX Global
07.2018 - 07.2020
- Led team to achieve operational goals by optimizing processes and enhancing communication.
- Mentored junior staff in best practices, improving overall team performance and morale.
- Developed training materials for new hires, streamlining onboarding process and reducing ramp-up time.
- Analyzed workflow efficiency, identifying bottlenecks and implementing solutions to enhance productivity.
- Facilitated regular team meetings to discuss progress, resolve issues, and encourage open dialogue among members.
- Implemented quality assurance measures, ensuring adherence to company standards and customer satisfaction.
- Recognized for exceptional leadership skills through successful completion of high-impact projects within tight deadlines.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Customer Service Representative
Avis Budget Group
02.2016 - 09.2016
- Assisted customers with rental inquiries, ensuring accurate information delivery and satisfaction.
- Resolved customer complaints efficiently, enhancing overall service experience.
- Processed rental agreements and payments using reservation systems effectively.
- Provided support during peak hours, maintaining service quality and response times.
Customer Service Representative
Sangsters Bookstore
06.2015 - 08.2015
- Implemented feedback mechanisms to improve service processes and customer interactions.
- Collaborated with management to streamline operations and enhance team performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
St Andrew High School For Girls
St. Andrew, Jamaica Skills
- Attention to detail
- Problem-solving
- Teamwork and collaboration
- Troubleshooting
- Efficient multitasking
- Effective communication
- Safety compliance
- Analytical thinking
Timeline
Message Center Operator
St Francis Hospital
09.2025 - Current
Ambassador
Alclear LLC
02.2025 - 07.2025
GSOC Operator
Cigna
06.2024 - 01.2025
Team Leader
IBEX Global
07.2018 - 07.2020
Customer Service Representative
Avis Budget Group
02.2016 - 09.2016
Customer Service Representative
Sangsters Bookstore
06.2015 - 08.2015
High School Diploma -
St Andrew High School For Girls