Montana Gutierrez
Winter Haven,FL
Summary
As a dedicated Supervisor, I have a strong background in leading teams to achieve on-time job completion and driving organizational success. My experience includes assigning tasks, training and mentoring employees, providing feedback, analyzing data, and resolving internal conflicts. Over my career, I have developed excellent communication and listening skills, combined with a clear vision for success, to help enable a supportive environment that drives teams to meet and exceed goals.
Overview
5
5
years of professional experience
Work History
VACCN Appointment Scheduling Supervisor
OptumServe/United Health Care
03.2021 - Current
- Provided continuous support to staff to enhance their ability to assist veterans and ensure smooth departmental operations, contributing to improved service delivery and team efficiency
- Led a dedicated project team to ensure the successful execution of the VA contract, overseeing project milestones and maintaining alignment with contractual requirements
- Ensured compliance with organizational standards by providing guidance and problem-solving support to staff, addressing issues promptly and effectively
- Conducted coaching sessions to identify growth opportunities for team members, fostering professional development and enhancing overall team performance
- Compiled and presented daily reporting data on inventory numbers to management, identifying and resolving conflicts and provider issues as needed
- Managed time reporting processes to ensure accuracy and compliance with organizational policies
- Reviewed audits to ensure staff met quality thresholds required for program compliance, implementing corrective actions as necessary
- Applied strong leadership and problem-solving skills to maintain team efficiency, organize workflows, and address operational challenges
- Solicited and analyzed customer feedback to identify areas of improvement, implementing changes to enhance service quality
- Developed and delivered customer service training materials, boosting team performance and ensuring consistent, high-quality service
- Assisted with implementing department policies to enhance satisfaction and align with organizational goals
VACCN Customer Service Subject Matter Expert
OptumServe/United Health Care
03.2020 - 03.2021
- Conducted and reviewed research to provide comprehensive support to representatives, ensuring accurate and up-to-date information for informed decision-making
- Analyzed claims data for veterans and VA staff, identifying trends and issues to improve service delivery and operational efficiency
- Effectively managed escalation calls by resolving issues and de-escalating conflicts, ensuring customer satisfaction and adherence to service standards
- Reviewed and verified contractual data to confirm in-network providers, ensuring compliance with agreements and accurate provider listings
- Utilized active listening skills to understand customer needs and provide tailored solutions, enhancing overall customer experience and satisfaction
- Responded to customer requests for products, services, and company information, delivering clear and accurate responses to meet their needs
- Tracked and updated customer service cases with relevant information, ensuring accurate records and effective case management
VACCN Customer Service Representative
OptumServe/United Health Care
10.2019 - 03.2020
- Proficient in practicing effective listening skills to handle incoming VA and provider calls. Skilled at identifying the nature of concerns, providing accurate information, and resolving issues efficiently through attentive listening and clear communication
- Analyzed referral data to ensure clients were getting the care they needed
- Experienced professional skills in analyzing referral data to ensure clients receive appropriate care, assisting callers with data information and inquiries regarding the VACCN program, and delivering reliable, enthusiastic, and personalized customer service.
- Experienced professional skills in utilizing diverse operating systems to manage and provide information on claims, referrals, and VA data. Proficient in navigating complex systems to ensure accurate and timely data retrieval and processing.
Education
Business Administration Associate in Science -
St. Petersburg College
St. Pete, FL05.2019
High School Diploma -
Chamberlain High School
Tampa, FL05.2013
Skills
- Experience with project and department implementations to help unified project team within the VACCN Appointment Scheduling department
- Proficient with Microsoft Office and Window applications including but not limited to; Excel, PowerPoint, Word
- Knowledge of IEX, CCC, Inventory Analytics , department Sharepoint, F4 and PD Lookup, myvaccn claims data, VA Dashboard, Mitel/Micollab, Smartsheet, GSS, Costpoint
- Effectively adapted to changes or new implementations to support contract needs
- Managing and supporting relationships with a diverse range of stakeholders—such as vendors, clients, veterans, providers, VA (Veterans Affairs), agent representatives, and government contracts
- Gained experience in leading diverse teams and driving projects to completion
- Experience with pulling and reviewing data reporting of inventory and analyzing complex datasets to provide a course of action to remain focused on department initiatives
- Identified and assisted with resolving department reporting inefficiencies within the inventory to help provide an effect resolution to remain on track with contract needs
- Seasoned call center leader with extensive experience in managing operations, optimizing performance, and driving customer satisfaction Proven ability to lead teams, implement effective processes, and achieve organizational goals
Timeline
VACCN Appointment Scheduling Supervisor
OptumServe/United Health Care
03.2021 - Current
VACCN Customer Service Subject Matter Expert
OptumServe/United Health Care
03.2020 - 03.2021
VACCN Customer Service Representative
OptumServe/United Health Care
10.2019 - 03.2020
Business Administration Associate in Science -
St. Petersburg College
High School Diploma -
Chamberlain High School