Kristy Shubin-Rubio
San Tan Valley,Arizona
Summary
Driven leader with 15+ years of experience in business planning and oversight. Expert at coordinating all activities, creating policies and procedures. Expert in customer service and leading positive feedback in all areas of a company. Outgoing and enthusiastic leader able to manage and motivate various types of employees.
Dedicated Account Manager promoting dynamic client management, issue resolution and relationship-building skills. Effective at maximizing repeat business opportunities. Proven history of increasing revenue while bringing in new clients.
Overview
16
16
years of professional experience
Work History
Associate Manager
Banner Healthcare
Phoenix, AZ
07.2022 - Current
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Leveraged skills and expert policy knowledge to find solutions to issues and promote positive conflict resolution.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Enforced company policies and procedures to strengthen operational standards across our department.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
Health Care Scheduler/CEC
Banner
Mesa, AZ
09.2021 - Current
- Prioritize and organize tasks to efficiently accomplish service goals.
- Gather personal and insurance information from each patient.
- Answer 35 average daily phone calls to schedule appointments and address patient inquiries.
- Communicate with patients to gather scheduling data and verify chart information.
- Call patients to schedule appointments, consistently double-checking information and availability.
- Adhere to HIPAA requirements to safeguard patient confidentiality.
- Work with imaging departments to coordinate specialty exams and procedures
- Gather current medical information and reviewed histories to gather details for procedures.
- Communicate with patients, medical offices and hospitals by phone and via written correspondence.
- Collaborate with radiologists, sonographers and other healthcare team members to streamline patient care.
Manager
Cafe Rio Inc.
Mesa, AZ
05.2017 - 02.2022
- Strategized long-term business needs while generating guest relations feedback for process improvements.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Designed sales and service strategies to improve revenue and retention.
- Encouraged, trained and disciplined employees to maximize performance.
- Empowered staff members to contribute to continuous improvement, quality and growth of company.
Customer Service Manager
RemX/McKesson/Fiserv
Scottsdale/Phoenix, AZ
02.2020 - 07.2021
- Listened to and asks questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld privacy and security requirements established by HIPPA regulatory agencies.
- Delivered service and support to each customer, paving way for future business opportunities.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Evaluated customer account information to assess current issues and determine potential solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Efficiently responded voicemails to promote assistance and service to customers.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Maximized customer satisfaction by handling more than 100 customer email and telephone interactions each day.
- Provided detailed monthly departmental reports and updates to senior management.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
- Lead on- and off-site customer support teams across multiple sites
- Conducted and Delivered PowerPoint training to new Quality Assurant team and Supervisor.
- Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
- Trained new employees on company customer service policies and service level standards.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Complied with company policies, objectives and communication goals.
Regional Sales Manager
AZ Cloud Consulting
Queen Creek, AZ
03.2012 - 05.2017
- Developed operational budgets and approved travel expenses.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed office budget to handle all needs, including inventory, postage and vendor services.
- Directed and oversaw office personnel activities.
- Oversaw CRM updates and backups, report generation and troubleshooting requisition.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Conferred with business leaders to evaluate needs and strategize operational improvements.
- Cultivated community relations and worked with teams to optimize programs.
- Created training program for new office employees.
Sr. Account Executive
Integra Telecom
Phoenix, AZ
01.2009 - 03.2012
- Managed and mentored team of 4 account executives.
- Negotiated contracts, closed agreements and supported sales team in new product launches.
- Developed relationships with C level clients and provided individualized customer service to maintain longevity of accounts.
- Performed in contact-oriented role with internal and external stakeholders, clients and suppliers to initiate and roll out client solutions.
- Researched and developed pipeline of clients that demonstrated interest in being partners with organization.
- Identified potential customers and evaluated market potential.
- Oversaw production of advertising copy, including preparing scripts, reviewing proofs and editing layouts.
- Prepared quotes for potential clients, upselling special packages and maintaining high levels of accuracy.
- Cultivated and developed customer relationships to enable sustained revenue growth.
Education
Bachelor of Arts - Health Care Administration
GCU
Mesa, AZ09.2023
Skills
- Sales team development
- Cross-functional team management
- Supervision and training
- Staff supervision
- Performance improvements
- Inventory management
- Staff training
- Customer relationship management
- Customer retention
- Budgeting and cost control strategies
- Sales planning and implementation
- Customer relationships
- Sales strategies implementation
- Negotiation and persuasion
- Oral and written communication
- ICMS
- Five 9
- Microsoft Office
- Verint
- Salesforce
- Genysis soft phone
- Avaya
- Onesource
- NICE engage
- Axis
- Integrys
- Arc
- Knowlegebank
- Cerner
- Onbase
- WFO
- OneBanner
- PowerChart
- MS4
- Fuji
- And more
Timeline
Associate Manager
Banner Healthcare
07.2022 - Current
Health Care Scheduler/CEC
Banner
09.2021 - Current
Customer Service Manager
RemX/McKesson/Fiserv
02.2020 - 07.2021
Manager
Cafe Rio Inc.
05.2017 - 02.2022
Regional Sales Manager
AZ Cloud Consulting
03.2012 - 05.2017
Sr. Account Executive
Integra Telecom
01.2009 - 03.2012
Bachelor of Arts - Health Care Administration
GCU
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