NATALIE SUAREZ
Lithonia,GA
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
12
12
years of professional experience
Work History
Operations Manager
Synapse Health
Skokie, Illinois
07.2024 - Current
- Maintained records of patient information, including insurance coverage, billing information, and delivery details.
- Lead and manage a team of 50+ Representatives and 5 Supervisors, driving performance, productivity, and operational excellence in a high-paced healthcare environment.
- Oversee day-to-day operations of multiple siloed teams, ensuring alignment with organizational goals and regulatory requirements.
- Provide actionable data analytics and performance insights for each team through Sigma Operations and productivity metrics, enabling data-driven decision-making.
- Spearhead and manage the execution of high-priority, time-sensitive projects with quick turnaround, ensuring successful delivery within established timelines and quality standards.
- Collaborate with cross-functional teams to develop and implement strategies for optimizing DME operations, enhancing customer satisfaction, and improving clinical outcomes.
- Monitor team performance using key performance indicators (KPIs), providing regular coaching and feedback to promote development and ensure achievement of business goals.
- Lead root cause analysis and corrective action initiatives to resolve operational inefficiencies and improve team effectiveness.
- Ensure compliance with all healthcare regulations and standards, while maintaining high levels of service delivery in a fast-moving healthcare tech environment.
- Develop and maintain dashboards and reporting tools to track team and individual performance, providing real-time visibility to senior leadership.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Communications Center Manager
AATC
Atlanta, GA
06.2016 - 06.2024
- Manage a team of 127 personnel overseeing the comprehensive operations of our communication hub
- Handling approximately 10,000 calls monthly, I adeptly managed interactions with passengers and contractors, both over the phone and in person
- I play a key role in training new hires and developing the skills of existing team members to enhance overall performance and customer satisfaction
- Conducted performance evaluations of call center agents, providing feedback, coaching, and implementing performance improvement plans as needed to ensure high-quality service delivery
- Provided detailed technical and operational direction in team challenges, consistently meeting daily tasks, operational concerns and department objectives
- Identify causes for noncompliance and communicating findings while ensuring corrective actions are completed
- Completed bi-weekly payroll and created schedules for employees
- Identified plans and resources required to meet project goals and objectives
- Oversee multiple systems that ensure the safety of the public and all airport employees
Lead Dispatch Coordinator
AIRSERV CORPORATION
Atlanta, GA
06.2013 - 06.2016
- Operate the communication systems by dispatching via telephone, utilizing the switch board and radios
- Supervise over the team and that the daily goals were met to ensure completion of tasks and passengers were assisted with exceptional customer service
- Sent emails, reports and solutions for passengers to upper management with very detailed information
- Assessed emergency requests and made quick judgment calls to determine appropriate action
- Dispatched and coordinated emergency services teams according to high-priority calls
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems
- Offered friendly and efficient service to customers, handled challenging situations with ease
Education
Communications -
Georgian Court University
Lakewood, NJ01.2010
High School Diploma -
Jackson Liberty High School
Jackson, NJ06.2009
Skills
- Cross Functional Leadership
- Microsoft (Office, Word, Excel, and Power point)
- Relationship Management
- Conflict Resolution
- Scheduling, organizing and time management
- Presentations
- Team collaboration
- Performance monitoring
- Performance reporting
- Data evaluation
- Cross-functional collaboration
- Process improvement
- Goal attainment
- KPI tracking
- Staff development
- Data archiving
- Data analysis
- Onboarding and orientation
- Operations monitoring
Timeline
Operations Manager
Synapse Health
07.2024 - Current
Communications Center Manager
AATC
06.2016 - 06.2024
Lead Dispatch Coordinator
AIRSERV CORPORATION
06.2013 - 06.2016
Communications -
Georgian Court University
High School Diploma -
Jackson Liberty High School