Lorraine A. Garcia
San Antonio,Texas
Summary
Dynamic leader with a proven track record, specializing in project management and analytical problem solving. Achieved a 40% reduction in customer support backlog while fostering team development. Expertise in Microsoft Office and Six Sigma drives operational excellence, enhancing client satisfaction and bottom-line profitability. Skilled in strategic planning and optimizing processes, consistently improving workflow and reducing costs through effective leadership.
Overview
22
22
years of professional experience
Work History
File Owner Supervisor
SWBC
San Antonio, TX
06.2021 - Current
- Managed a team of 15 supporting two different clients
- Provided directions to staff on to manage workloads, train employees and keep up with the day-to-day struggles in a busy environment
- Successfully developed plans within the team in order to work cohesively to goal and able successfully achieve our daily, monthly and quarterly within the first 6 months of becoming their supervisor
Loss Draft Supervisor
SWBC
San Antonio, TX
06.2021 - 03.2024
- Company Overview: Client Service & Funds Disbursement Supervisors
- Manages a team for 12 supporting all four clients associated within our department
- Provides directions to staff on how to manage workloads, train employees and keep up with the day-to-day struggles in our busy environment
- Ensure that the funds that we are sending out to our customers are accurate and timely while ensuring that we are balancing out productivity with our Data Extraction queues
- I am the contact person between our clients and our department
- My team assists with any escalations, research and development of procedures that are followed throughout the department
- Client Service & Funds Disbursement Supervisors
Sr Contact Configuration Manager
WellMed Medical Management
San Antonio, TX
07.2019 - 06.2021
- Managed two separate teams (totaling 30 employees) with two separate responsibilities
- Provided directions to supervising staff on to manage workloads, train employees and keep up with the day-to-day struggles in an ever-changing and growing environment
- Assist with communication between with departments as well as other departments regarding possible trends, contract clarification and over or underpayments to providers
- Developed a training manual and obtained a formal training for the Contract Services Entry department
- Successfully achieved a 48-business hour turnaround for responses from both Contract Service teams to both providers and internal departments
National Contact Team Manager
Acelity
San Antonio, TX
12.2016 - 07.2019
- Provided directions for Leadership to execute to the front line agents regarding changes or opportunities
- Manages a team of 100+ employees and their different functions within the company
- Achieved a 40% decrease in aged backlog within my first 3 months as a Manager
- Employee related management included interviewing, hiring, training, coaching, motivating, discipline, performance appraisal, conflict resolution and the administration of human resource policies and initiatives
- Understand and interpret data to spot trends and collaboratively make the necessary business decisions
- Lead employee engagement plans to ensure that the appropriate actions are taken following the annual surveys
- Collaborated with multiple departments to plan, develop and implement daily process, training guidelines and the transition of work overseas
- Effectively communicated with other employees and upper management to ensure complete care of customers
KCI Express Supervisor
KCI Technologies
San Antonio, TX
08.2014 - 12.2016
- Managed a team that trains, assists, and works consistently with the KCI Express site in which customers enter in their orders for VACs or supply orders
- Verify that the customer service inquiries received through email or phone meet a 24-hours business day response time
- Restructured everyday process within the Express, E-Commerce team
- (Reorganization of the job duties, revisit of training directions with the sales team and process changes with some clients in Arizona)
- Assist with training our sales team regarding our Express site and provide explanations of what the Express team and the website can offer
- Provide in-services to customers educating them on our website and our services
- Facilitated the implementation of KCI remote VAC Communication by communication objectives across client, teams, and departments, assigning multi-phase activities to appropriate personnel and coordinating timelines to ensure successful launch
- Collaborated with our Sales and Service teams to plan, develop and implement process improvements to promote better customer service experiences
- Assisted clients in understanding their available options and helped them select the right service plans for their needs
- Collaborated with colleagues to discuss market information and strategies
Inbound Supervisor
KCI Technologies
San Antonio, TX
02.2014 - 08.2014
- Supervise team of Customer Care Representatives and assist with answer to questions that may arise from inbound calls
- Assist with the development of Customer Care Representatives to achieve their standard metrics effectively and efficiently
- Develop and execute plans for Customer Care Representatives and Leads to meet customer satisfaction as well as meet the daily business needs
- Perform Quality reviews on calls and provide feedback
- Conduct interviews for potential employees, as well as, for employees to different departments
- Participated in meetings with upper management and other departments in other to discuss changes in process and policies within the company such as, Joerns, iOn Healing App, NYHHE group
- Key point of contact for Joerns issues with KCI
- This included relaying training opportunities, working with NCC staff, building of process, working directly with Joerns Directors and KCI departments to ensure that customers were provided the service they needed in a timely and efficient manner
- Communicate any changes that occur during our earlier shifts to the night shift
Claims Supervisor
United Healthcare Group
San Antonio, TX
04.2012 - 01.2014
- Supervisor team of Claims Examiners in processing claims to meet daily goals and expectations
- Acknowledged customer issues and resolved their problems quickly and efficiently
- Develop individuals to become an effective processor with primary focus on Quality
- Contacted existing and new customers to discover their needs an to explain how certain products could be useful to them
- Attend meetings with other departments to discuss streamlining processes and becoming a more proactive department rather than a reactive department
- Pre-screened possible candidate for hire, set up interviews for manages, created files for manages and maintained database for open positions
Customer Care Supervisor / Project Manager Duties
United Healthcare Group
San Antonio, TX
02.2003 - 03.2012
- Supervise team of Customer Care Professionals in fulfilling requests, questions and other issues from members and providers
- Developed and maintained a team of non-production team, from all regions, able to assist supervisor and front-line staff with all issues while maintaining balance with everyday workloads
- Created job ads and other guides for front line staff to 'learn on the go'
- Created and updated databases in Excel and Resolution to track all team productivity
- Pre-screened possible candidates for hire, set up interviews for managers, created files for manager and maintained database for open positions
- Participated in meetings with upper management and other departments to discuss changes in process and policies within the company
- Assisted Training Team with development and distribution of training materials for different processes
- Assists with the creation and launching of the Latino Health Solutions process in the San Antonio office
Education
Association of Science - Concentration in Business Management
University of Phoenix
San Antonio, TX01.2013
Skills
- Analytical Problem Solving
- Expertise in Microsoft Office
- Experienced with Business Objects
- Knowledgeable in Genesys Solutions
- Experienced with Six Sigma Quality Methods
- Client Acquisition
- Project Management
- Exceptional Customer Support
- Proficient Relationship Management
- Effective Problem Resolution
- Quality management systems
- Human resources
- Team oversight
- Employee development
Accomplishments
- Successfully completed Leadership Academy in 2024
- Received the Top Performer in Leadership for 3 out of 4 quarters in 2024
- Currently an active participant within the Mentor Program within SWBC
Affiliations
- Participant at of the Corporate Cup from the past 8 years
- Volunteer for the Habitat for Humanity for SWBC as well as McCollum Band Boosters
- Active Treasurer for the McCollum Band Booster Organization from 2023 - current.
References
References available upon request.
Timeline
File Owner Supervisor
SWBC
06.2021 - Current
Loss Draft Supervisor
SWBC
06.2021 - 03.2024
Sr Contact Configuration Manager
WellMed Medical Management
07.2019 - 06.2021
National Contact Team Manager
Acelity
12.2016 - 07.2019
KCI Express Supervisor
KCI Technologies
08.2014 - 12.2016
Inbound Supervisor
KCI Technologies
02.2014 - 08.2014
Claims Supervisor
United Healthcare Group
04.2012 - 01.2014
Customer Care Supervisor / Project Manager Duties
United Healthcare Group
02.2003 - 03.2012
Association of Science - Concentration in Business Management
University of Phoenix
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