Rosalyn L. Geha
Roseville,MI
Summary
Achieved high customer satisfaction by resolving issues promptly. Enhanced retention rates through targeted engagement strategies. Cultivated a customer-first mindset within the organization.
Coordinated cross-departmental efforts to resolve complex cases, fostering effective communication and collaboration.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Contact Center Advocate
Henry Ford Health System
12.2025 - 01.2026
- Supported callers by gathering information, documenting concerns, and routing requests appropriately
- Assisted with appointment scheduling and patient communication
- Practiced accuracy and professionalism in a fast-paced healthcare environment
- Learned workflows and systems used in healthcare contact center support
Information and Referral Specialist/Participant Engagement
WAYNE METROPOLITAN COMMUNITY ACTION AGENCY
12.2021 - 10.2024
- Initially hired into grant-based program serving community members in need of financial assistance. Transitioned into Wayne Metropolitan Connect Center/Detroit Tax Relief Fund program after grant expired 10/2022; supported smooth resolution of Detroit CERA program until 01/2023.
- Liaise between program participants and critical stakeholders, including property owners and government agencies, to resolve payment issues related to rent, utilities, and taxes.
- Take and triage high-volume of incoming calls daily, assessing participant needs and determining best course of action; apply attention to detail and transparent, tactful communication to gather and record participant information.
- Drive timely service delivery and issue resolution by connecting participants with relevant cross-functional resources and motivating internal teams.
- Interface with utility companies, landlords, government agencies, and financial entities to develop appropriate repayment plans based on participant capabilities and needs.
- Accepted opportunity to partner serve as front-line support at event with 400+ attendees; curated inviting environment by attentively engaging individual attendees and providing general support.
- Empowered new hires and transfers by providing hands-on support and coaching throughout onboarding process.
PBX Operator - Communications Services
HENRY FORD HEALTH SYSTEM
09.2016 - 12.2021
- Triaged and processed critical incoming, outgoing, and internal calls at Henry Ford Macomb Hospital, serving as best/first point of contact for all hospital and patient emergencies.
- Handled intake and distribution of emergency codes to administrative and clinical employees; maintained professionalism and calm demeanor in high-stress, high-stakes environment.
- Partnered with Maintenance and Security departments to monitor alarm systems and ensure proper response in case of triggering event.
- Recorded complete details of emergency calls and codes; tracked employee responses to identify potential process gaps and guarantee rapid contact of appropriate parties.
Client Relations Specialist/Account Manager
STERLING INSURANCE GROUP
05.2015 - 09.2016
- Promoted to customer service/account management role, overseeing strategy, operations, and relationship building for key client accounts.
- Served as stand-in Customer Service Representative as needed, providing top-tier service and issue resolution.
- Forged strong customer relationships and built trust by providing total, individualized account services; navigated websites for 13 represented insurance carriers, identifying and presenting most relevant plans based on client needs.
- Enabled internal teams across sales, customer service, and first impressions departments by providing hands-on support, request fulfillment, and operational guidance.
- Handled general account management operations, including payment processing, policy termination, and record creation/updating. Gathered critical documents and e-signatures for policy processing.
- Reduced risk of error and miscommunication among internal teams, leadership, and clients by maintaining thorough, accessible documentation of all policy and account activities.
- Administered policies renewal and encoded stats of new declaration pages requiring manual entry/processing through Agency Management System (AMS).
- Selected to travel to multiple Ford plants, present employee groups with policy benefits and options, and complete registration processes on-site.
First Impressions Manager
STERLING INSURANCE GROUP
02.2014 - 05.2015
- Served as first contact and provided best-in-class customer experiences at high-volume, affluent insurance agency.
- Handled 90+ incoming calls daily, answering questions and directing customers to appropriate cross-functional teams.
- Managed 30+ First Impressions staff members, promoting clear communication and authentic customer engagement.
Client Relationship Manager
DETROIT TURNKEY INVESTMENTS
12.2012 - 12.2013
- Cultivated positive relationships with international investors, ensuring best-in-class experiences and return on investment (ROI) for reconstructed rental properties. Gave progress/financial updates to high-ranking stakeholders.
- Liaised between and communicated with government agencies, company leadership, and construction vendors to manage expectations, ensure full compliance, and drive on-time, in-scope project completion.
- Collaborated with real estate agents to identify and secure reliable, suitable tenants for acquired properties.
- Performed AR/AP functions and maintained thorough documentation surrounding company P&L, payroll, relator payments, and property renovation project spend.
- Employed keen attention to detail to pinpoint growth opportunities regarding client specific needs and requests.
Director
NUDE THE SALON
06.2011 - 03.2012
- Partnered with salon Owner to build out full strategic and operational structures, focusing on customer experience and revenue generation. Spurred revenue growth to $1M annually within one year.
- Implemented feedback loops to integrate customer voice and infuse customer-centricity throughout salon operations, strategies, and marketing efforts. Actively engaged customers to ensure total satisfaction and resolve escalated issues.
- Hired, trained, and supervised staff members; set up HR functions, including payroll and scheduling.
- Conducted market research and shadowing to align business frameworks with industry best practices; developed comprehensive proficiency in Mindbody spa/business management software.
- Handled AP/AR financial processes, driving compliance throughout company recordkeeping. Managed incoming shipments and inventory of salon products and customer amenities.
- Worked alongside marketing teams to guide decision making surrounding multi-channel promotional campaigns.
Education
No Degree - Business Management
Baker College
Clinton Township, MISkills
Oversaw project management processes to align team efforts with organizational goals and client expectations
Cultivated relationships with stakeholders to support project alignment and objectives
Implemented strategies to elevate customer experience and satisfaction
Oversaw planning and execution of special events, driving engagement and satisfaction Managed vendor relationships to enhance event quality and efficiency Coordinated cross-departmental efforts to align event objectives with organizational goals
Led strategic initiatives for nonprofit organizations to enhance community impact Oversaw project implementation to align with organizational goals Cultivated partnerships with stakeholders to drive mission success
Oversaw the integration of Microsoft Office tools to enhance team productivity and collaboration Championed the development of streamlined processes for document management and reporting Fostered an environment of efficiency through effective use of software applications
Oversaw implementation of Google Suite tools to enhance team productivity and streamline workflows Coordinated training sessions to elevate team proficiency in Google applications Fostered a collaborative environment through effective use of shared resources
Oversaw financial operations utilizing QuickBooks to enhance reporting accuracy Coordinated with cross-functional teams to streamline accounting processes Drove improvements in financial data management and compliance
Implemented mindbody strategies to enhance overall client health and satisfaction
Led project teams in executing strategies to achieve project goals Oversaw project phases to ensure alignment with organizational objectives Fostered collaboration among stakeholders to enhance project outcomes
Led development of C software solutions, overseeing project timelines and deliverables Collaborated with cross-functional teams to align project goals with business objectives Mentored junior developers to improve coding skills and project contributions
Facilitated cross-functional collaboration to enhance operational efficiency and meet project milestones
Oversaw design projects utilizing Adobe Photoshop to enhance visual communication Collaborated with creative teams to align project goals with design outcomes Drove innovation in graphic design processes to elevate brand presence
Managed installation and configuration of Windows software to support user productivity
Created and optimized HTML structures to enhance user experience and site performance
Engineered robust Java solutions to streamline processes and improve system performance
Executed comprehensive research strategies to support informed decision-making processes
Certification
Licensed Property and Casualty Insurance Agent, Various States
Timeline
Contact Center Advocate
Henry Ford Health System
12.2025 - 01.2026
Information and Referral Specialist/Participant Engagement
WAYNE METROPOLITAN COMMUNITY ACTION AGENCY
12.2021 - 10.2024
PBX Operator - Communications Services
HENRY FORD HEALTH SYSTEM
09.2016 - 12.2021
Client Relations Specialist/Account Manager
STERLING INSURANCE GROUP
05.2015 - 09.2016
First Impressions Manager
STERLING INSURANCE GROUP
02.2014 - 05.2015
Client Relationship Manager
DETROIT TURNKEY INVESTMENTS
12.2012 - 12.2013
Director
NUDE THE SALON
06.2011 - 03.2012
No Degree - Business Management
Baker College