Kamila Duggan
Team Lead
Summary
Organized Team Leader that develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Team Lead
Mass General Brigham
02.2023 - Current
- Promotes a positive work environment by fostering teamwork and open communication
- Enhances overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coaches team members in techniques necessary to complete job tasks.
- Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions and concerns.
- Participates in or leads staff meetings/huddles as requested or assigned.
- Assists in the orientation and training of new team members
- Troubleshoots problems with customer service issues in coordination with Access Center Supervisors and Quality Assurance Team
Scheduling Specialist
Massachusetts General Hospital
7 2021 - 02.2023
- Developed and enhanced relationships with cross-functional clinical partners - as well as external stakeholders - to streamline scheduling operations
- Managed, documented, and obtained confidential patient information consistent with HIPAA guidelines
- Maintained all-time average performance score of 97%, ensuring highest quality patient experience
- Triaged a high volume of incoming calls for various practices and served as a knowledgeable resource to colleagues while rectifying any scheduling discrepancies.
Full Time Stock/Operations Manager
Abercrombie and Fitch
05.2016 - 10.2016
- Primary authority responsible for daily operational tasks which include: merchandise replenishment, stock room/associate management, and corporate standards execution
- Delivered highest caliber of customer service to meet goals based on business forecasts and analyzed metrics to provide a comprehensive report to senior leadership
- Called upon on a weekly basis to execute functions of head store manager; oversaw all associates across all functional groups
- Implemented specific, innovative management skills with leadership team to convert store status from 'concern' into high performing - exceeding all expectations outlined by corporate leadership
- Worked as Brand Representative from Feb
- 2014 - May 2016 and from Oct
- 2016 to Jan
- 2021; promoted to Full Time Stock role from May 2016 - Oct
- 2016.
Associate - Sales Operations
Bath and Body Works, L Brands
05.2015 - 01.2016
- Responsible for revenue operations, focus in asset and cash management
- Addressed all customer concerns with leadership, compassion, and exemplary ability.
Teaching Assistant
Saint John Paul II Polish Language School
- 06.2015
- Facilitated classroom instruction through individualized student support
- Provided logistical assistance to instructors in managing classrooms.
Education
Bachelor of Arts - Psychology
University of Massachusetts Boston
Boston, MA 09.2016 - 12.2018
Skills
Epic
Leadership
Adobe Creative Cloud
Microsoft Office
Research
Critical thinking
Written and verbal communications
Product strategy
Business operations and development
Project management
Cross-cultural competency
Customer service
EHR Systems
Epic
Languages
Polish
English
English
References
- Fabia Federico, Community-Focused Patient Navigator (Oncology), Dana-Farber Cancer Institute, (617) 653-8674, Fabia_Federico@dfci.harvard.edu
- Wei Cai, Marketing and Communications Specialist, Tufts University, (617) 792-6694, Wei.Cai@tufts.edu
- Breanna Moore, Store Manager, Abercrombie and Fitch, (781) 844-0035, bremoore70@gmail.com
Timeline
Team Lead
Mass General Brigham
02.2023 - Current
Bachelor of Arts - Psychology
University of Massachusetts Boston
09.2016 - 12.2018
Full Time Stock/Operations Manager
Abercrombie and Fitch
05.2016 - 10.2016
Associate - Sales Operations
Bath and Body Works, L Brands
05.2015 - 01.2016
Scheduling Specialist
Massachusetts General Hospital
7 2021 - 02.2023
Teaching Assistant
Saint John Paul II Polish Language School
- 06.2015
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