PAULA WARNER

Oversaw daily operations to ensure efficiency, regulatory compliance, and adherence to company policies. Coordinated cross-functional team activities to improve communication, streamline workflows, and enhance service delivery. Implemented process improvements and standard operating procedures that increased operational effectiveness, reduced errors, and maintained consistency across shifts.

Trained and mentored new and existing staff on best practices in patient care, administrative protocols, and safety standards. Conducted regular performance evaluations, providing constructive feedback and setting development goals to support professional growth and boost team productivity.

Led initiatives to improve customer satisfaction through effective conflict resolution, active listening, and problem-solving. Maintained strong relationships with key clients to tailor services to their needs. Reduced employee turnover by fostering a supportive and positive work environment.

Collaborated with IT to implement an inventory management system, improving operational flow, and introduced a predictive maintenance schedule that minimized equipment downtime. Leveraged operational data to identify trends and inform strategic planning, contributing to the long-term goals of the business unit.

Automated office procedures such as client correspondence, record tracking, and data communication, improving overall efficiency. Managed front-office operations to ensure timely responses to inquiries and consistently high service standards.

• Responsible for the day-to-day supervision of a group of remote work at home associates. Effectively coach on their performance on a regular basis to ensure performance metrics are met. Communicate expectations to employees and provide timely updates. Stay current on internal work processes, policies and procedures. Attend required manager development training.

Key Responsibilities:

• Supervise and manage a team of remote call center associates, ensuring adherence to schedules, policies, and procedures.
• Monitor performance metrics and provide timely, constructive feedback through one-on-one coaching and performance reviews.
• Clearly communicate goals, expectations, and updates to the team to drive alignment and accountability.
• Stay current on all internal systems, tools, and operational procedures to effectively support team members.
• Collaborate with leadership to identify areas for process improvement and implement best practices.
• Participate in ongoing management development training and contribute to a culture of continuous improvement.

• Responsible for the day-to-day supervision of a group of call center associates. Effectively coach on their performance on a regular basis to ensure performance metrics are met. Communicate expectations to employees and provide timely updates. Stay current on internal work processes, policies and procedures. Attend required manager development training. Key Responsibilities:
• Supervise and manage a team of remote call center associates, ensuring adherence to schedules, policies, and procedures.
• Monitor performance metrics and provide timely, constructive feedback through one-on-one coaching and performance reviews.
• Clearly communicate goals, expectations, and updates to the team to drive alignment and accountability.
• Stay current on all internal systems, tools, and operational procedures to effectively support team members.
• Collaborate with leadership to identify areas for process improvement and implement best practices.
• Participate in ongoing management development training and contribute to a culture of continuous improvement.

• Served as a frontline representative for multiple financial institutions, handling inbound calls from cardholders and providing support on a wide range of account-related inquiries. Responsibilities included assisting customers with transaction issues, account funding, and investigating potential fraud. In addition to resolving customer concerns, I also supported fellow agents by providing guidance on complex cases and handling escalated calls to ensure a high level of customer satisfaction and issue resolution.