Natalie Pena
Camarillo,CA
Summary
Experienced Operations Supervisor of 10+ years providing exceptional customer service. Committed to providing courteous, prompt, detailed and accurate support. Motivated team player with outgoing and positive demeanor. Ability to use sound judgement in independent decision making.
Overview
22
22
years of professional experience
Work History
Operations Services Supervisor
First Citizens Bank
11.2021 - Current
- Increased team productivity by holding morning huddles and implementing efficient workflows and setting clear expectations for staff members.
- Oversee the production and daily work of the Sales and Services Representatives ensuring smooth workflow and efficiency.
- Communicate with customers via in person and phone to establish their needs and direct to appropriate financial services and products.
- Adhere to company policies and procedures, ensuring safety and privacy of customer information and finances
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Manager
Checkmate
04.2006 - 11.2021
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Set up and supervised cash shipments.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
Call Center Representative/Dental Claim Processor
Blue Cross
02.2002 - 07.2004
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries for members and providers in a timely manner.
- Provide members/providers with accurate information regarding eligibility, benefits, and claim status
- Managed high inbound call volumes while providing exceptional customer support and maintaining professional composure.
- Documented all interactions with members/providers and update patient information accurately
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced claim errors by diligently verifying patient eligibility and coverage details before processing.
Education
High School Diploma -
Oxnard High School
Oxnard, CA06.2000
Skills
- Operations Management
- Exceptional Customer Service
- Solution Seeker
- Call Center/Data Entry
- Strong Oral & Written Communication
- Responsible
Timeline
Operations Services Supervisor
First Citizens Bank
11.2021 - Current
Manager
Checkmate
04.2006 - 11.2021
Call Center Representative/Dental Claim Processor
Blue Cross
02.2002 - 07.2004
High School Diploma -
Oxnard High School
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