Rosetta Robinson
Summary
Operations Manager Profile Results-oriented Manager who thrives in fast-paced and competitive environments. Experienced Service Management Professional: Managed service teams of over 200 union employees including managers and supervisors. Strong experience and aptitude in fiscal performance, and program excellence. Personnel tasks include employment status determinations, budget-writing, and reporting, and inventory management of supplies and equipment. Analytical problem-solving skills. I am qualified for career opportunities where my background and creative abilities will be of value. I am looking for a position that will utilize my skills in strategic planning, team development, performance management and relationship building. Six sigma Trained.
Overview
20
20
years of professional experience
Work History
Contact Center Representative
Advocate Aurora Health Care
Chicago, Illinois
02.2022 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered constant flow of customer calls with minimal wait times.
Financial Aid Representative
Auguste Escoffier
10.2020 - 04.2021
- Assisted students in navigating the setup of aid to help cover their tuition
- Calculated eligibility, and counseled students on how that eligibility affects their education
- Kept a 72-hour contact with all unpackaged students
- Responded to all communication (Voicemail, Email, IM) within 24 business hours
- Analyze and calculate awards accurately
Patient Transportation Manager
Compass Group USA
04.2019 - 10.2020
- Ensures department operates within budget, controls expenses within area of responsibility
- Analyzes and justify workload trends and staffing levels
- Monitors and purchases supplies and equipment when necessary
- Created and enforced policies and procedures for entire logistics team
- Monitored spending to ensure that expenses are consistent with approved budgets
- Improved customer satisfaction by finding creative solutions to problems
- Created agendas and communication materials for team meetings
- Performed site evaluations, customer surveys and team audits.
Contact Center Manager
USA Vein Clinics
01.2020 - 07.2020
- Develop and manage staff and processes while ensuring the highest level of service and patient satisfaction
- Improve conversion rate of calls to occurred appointments
- Create/update, implement and analyze call center metrics to lead to performance improvements
- Improve processes and efficiencies in the call center
- Make continuous recommendations for improvements on the setup and functionality of phone systems and order entry systems
- Manage CSR team and schedule based on projected needs and meetings established labor budgets
- Handle irate Patients in a professional manner and to customer and company standards
- Provide leadership and strategic direction to the Head of Customer Support regarding call center functions
- Hire, train, develop and coach CSR's by conducting performance appraisals, disciplinary actions and termination.
Gilead Management Assistant Property/ Certification Manager
05.2019 - 01.2020
- Managed and oversaw operations, maintenance, administration, and improvement of commercial, industrial, and residential properties
- Execute daily operations
- Maintained records of sales, rental and usage activity,
- Investigate complaints, disturbances and violations, and resolved problems, following management rules and regulations
- Inspected grounds, facilities, and equipment routinely to determine necessity of repairs and maintenance
- Direct collection of monthly assessments, rental fees, and deposits and payment of insurance premiums, mortgage, taxes, and incurred operating expenses.
Director of Patient Transport
Trinity Health Systems
02.2016 - 09.2018
- Served as the Director of Patient Transportation for 500-bed hospital, with typical responsibilities included:
- Managing budgets of at least 250,000
- Managed 2 managers 2 supervisors and up to 100 service associates
- Responsible for overseeing all department activity including service results, production, interdepartmental initiatives, personnel, and FTE budgets
- Reduced supply cost by 15% by sourcing new vendors and negotiating favorable contracts
- Saved 30,000/ year by realigning duties, allowing two unfilled positions to be eliminated
- Developed all office/ policy procedures for the department
- Promoted two service associates to leadership roles
- Received High remarks on performance reviews by reducing wait times by 60%
- Regulatory compliance with JCAHO, IDPH, OSHA.
Owner
Zettaj Hair Studio
09.2009 - 07.2016
- Owned and operated hair salon
- Rented weekly booths
- Retailed hair products
- Bookkeeping
Manager of Patient Transportation, Patient Service/ Project Manager
Aramark, University Of Chicago Hospital
01.2015 - 02.2016
- Advocate Christ hospital)
- Provided leadership in the design and implementation of a service culture that translates into improved customer satisfaction, customer loyalty, and increased customer referrals leading to a competitive advantage in the healthcare market
- Provided leadership in the translation and/or utilization of satisfaction data to improve the Patient Experience for the campus
- Managed the service recovery processes including service recovery policy design
- Provided oversight of the complaint resolution process and documentation requirements and integrates complaint and grievance trending information into strategic plans for the Patient Experience
- Manage all staff assigned to the patient meal service area Drives patient satisfaction and maintains client relationships through rounding
- Ensures compliance to food safety, sanitation, and overall workplace safety standards are met
- Supervised all staff, trained, and conducted applicable rounding
- Reviewed all performance of the food service department from Managers, supervisors, diet office, kitchen, tray line, and patient meal delivery staff.
Operations Supervisor
UPS
07.2013 - 01.2015
- Reported to the Sr
- Manager of facilities
- Responsibilities included the following:
- Managed the unload department on resources to ensure maximum output, accuracy, and efficiency always
- Responsible to ensure that all employees always adhere to safety policies and procedures, operating in full compliance with department, station, corporate, and OSHA requirements
- Aid, time Supervisors on a day-to-day maintenance coordination
- Establish and maintain an aggressive cross-training program within the department to promote development, enhance flexibility and ensure backup coverage of vital functions and processes.
Call Center Team Leader
Kaplan University Admission
06.2006 - 07.2008
- Assist, guide, and motivate a cohort of online call center and face-to-face college students to realize personal, professional, and educational goals
- Determines student applicant's admissibility to the university online / college
- Responsible for national volume over $200 thousand in annual sales
- Maintain communication via telephone call Center, face-to-face correspondence, and/or electronic mail with prospective students through all stages of the recruitment and admissions process
- Successfully/consistently achieve enrollment/ start goals
- Successfully held a Team Leader position within the call center for 32 reps
- Meeting and exceeding goals every cycle motivated and coached reps to making monthly and weekly goals.
Team Leader
Comcast Cable Call
08.2003 - 12.2005
- Directed and coordinated activities of employees engaged in installation through the call center team
- Maintained high standards of excellence, identify problems, and determine corrective actions for 12 employees at a time
- Responded to written and telephone requests for supervisor follow-up and escalated calls
- Lead a team of 25 to 30 customer service reps that supported the technical department of the call center environment
- Used quality monitoring data management system for compiling and tracking performances at the team and individual levels (Witness)
Education
Bs - Business Management
Kaplan University
2010
Skills
- Six Sigma Lean trained
- Word
- Excel
- Outlook
- Powerpoint
- Licensed Cosmetologist
- Licensed Nail technician
- Verbal and Written Communication
- Responding to Difficult Customers
- De-escalation Techniques
- Excellent Attention to Detail
- Call Volume and Quality Metrics
- LiveChat Messaging
- Salesforce CRM
- Strong Analytical and Problem Solving Skills
- Administrative and Office Support
- Computer Proficiency
- Regulatory Compliance
Accomplishments
- Supervised team of 200 Union staff members.
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
Timeline
Contact Center Representative
Advocate Aurora Health Care
02.2022 - Current
Financial Aid Representative
Auguste Escoffier
10.2020 - 04.2021
Contact Center Manager
USA Vein Clinics
01.2020 - 07.2020
Gilead Management Assistant Property/ Certification Manager
05.2019 - 01.2020
Patient Transportation Manager
Compass Group USA
04.2019 - 10.2020
Director of Patient Transport
Trinity Health Systems
02.2016 - 09.2018
Manager of Patient Transportation, Patient Service/ Project Manager
Aramark, University Of Chicago Hospital
01.2015 - 02.2016
Operations Supervisor
UPS
07.2013 - 01.2015
Owner
Zettaj Hair Studio
09.2009 - 07.2016
Call Center Team Leader
Kaplan University Admission
06.2006 - 07.2008
Team Leader
Comcast Cable Call
08.2003 - 12.2005
Bs - Business Management
Kaplan University