Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Patricia Urban

Weare,NH

Summary

Organized, hard working, and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

32
32
years of professional experience

Work History

Implementation Manager

United Healthcare
05.2022 - Current
  • Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
  • Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within organization.
  • Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
  • Passionate about learning and committed to continual improvement.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Paid attention to detail while completing assignments.
  • Demonstrated creativity and resourcefulness through development of innovative solutions
  • Worked well in team setting, providing support and guidance.
  • Mentored newer team members.

Service Experience Manager

United HealthCare
09.2020 - 05.2022
  • Coordinated cross-functional efforts to resolve complex customer issues in timely manner.
  • Utilized customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Processed all service issues for new clients assigned within standard time allowed. Developed and Maintained positive rapport with Broker and client.
  • Facilitated renewals, maintenance rework timelines, and cancellations for my assigned book of business.
  • Member of the smaller team that began the process of Oxford/USP renewals in May 2021 for 7/1/2021 effective dates.

Dedicated Client Service Manager

United Healthcare
08.2015 - 09.2020
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
  • Efficiently and effectively managed complex book of business which included Major Groups, Self Funded Clients, and dedicated DCSM for some of the more Sensitive clients and brokers.
  • Selected to participate in several Pilot programs by Direct Supervisors.
  • Maintained Metrics designed for role consistently.
  • Mentored New Hires out of training to ensure that they were comfortable and knowledgeable in their role.

Assistant Manager

T-BONES Great American Eatery
04.2013 - 08.2015
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Verified prepared food met standards for quality and quantity before serving to customers.
  • Monitored and adjusted pricing, discounts and promotions to maximize profitability.
  • Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
  • Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
  • Monitored restaurant operations and adjusted schedules to meet peak customer demand.
  • Managed team of up to 50 restaurant staff, maintaining exceptional customer service and quality standards.
  • Participated in local community events representing the restaurant brand positively leading to increased visibility within the area.
  • Established rapport with guests through personalized interactions that led to repeat business.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
  • Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
  • Immediately resolved issues with patrons by employing careful listening and communication skills.
  • Improved staff morale through effective communication skills and motivational techniques, resulting in enhanced teamwork and productivity.

Assistant Manager

99 Restaurant & Pub
06.1992 - 02.2013
  • Conducted regular meetings with staff to discuss performance and address any issues.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Developed strong communication and organizational skills through working on group projects.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Gained strong leadership skills by managing projects from start to finish.
  • Team Lead for Corporate Training Team
  • Service Manager responsible for hiring, scheduling, performance reviews, Disciplinary actions when necessary, training, and ordering.
  • Safety Lead and Liaison for region. Responsible for ensuring that all restaurants in our region where completing and submitting Safety Audits. I would then be responsible for compiling information to summarize to Senior Management.

Education

High School Diploma -

Malden High School
Malden, MA
06.1987

Skills

  • Project Coordination
  • Analytical and Critical Thinking
  • Organization and Time Management
  • Troubleshooting
  • Customer Service
  • Microsoft Word
  • Friendly, Positive Attitude
  • Conflict Resolution
  • Power Point
  • Excel

Accomplishments

  • Supervised team of 95 staff members.
  • Successfully opened a new Restaurant and received corporate award for maintaining higher than projected Sales.

Timeline

Implementation Manager

United Healthcare
05.2022 - Current

Service Experience Manager

United HealthCare
09.2020 - 05.2022

Dedicated Client Service Manager

United Healthcare
08.2015 - 09.2020

Assistant Manager

T-BONES Great American Eatery
04.2013 - 08.2015

Assistant Manager

99 Restaurant & Pub
06.1992 - 02.2013

High School Diploma -

Malden High School

Similar Profiles

CREATE PROFILE
Patricia Urban