Summary
Overview
Work History
Education
Skills
Certification
DEI Certifications
Timeline
Generic
Sara Simon- Gonzalez

Sara Simon- Gonzalez

Colorado Springs,United States

Summary

Dedicated individual driven by the core value of making the world a better place. Embodies the spirit of a helper and is inspired by Mr. Rogers' wise words, 'Look for the helpers.' Strong focus on customer service, public relations, marketing, fundraising, data analytics, storytelling, and social media. Committed to serving others and achieving personal fulfillment through hard work. Unique talent lies in making connections - understanding individuals and their place in the world, and effectively linking them with others. Deeply cares for those around and makes a meaningful impact on their lives through the power of connection.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Supervisor Customer Service

UnitedHealthcare Govt Consumer Operations
07.2022 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.
  • Gathered, organized and input information into digital database.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Mentored and led ERG Sub-group.
  • Acted as a story-teller for ERG sub-group to executive suite and other departments.

Advocate4Me Rep Sr

UnitedHealth Group
06.2021 - 07.2022
  • Serviced a panel of specialty members whom I assist with navigating their healthcare
  • Created appointments, set transportation, research claims, refer members to other services, and act as a single point of contact
  • Enhanced team engagement through collaboration and communication.
  • Collaborated with NGOs and community organizations to support members needing additional support
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Collate, analyze, and disseminate survey score reporting for team and supervisor
  • Audited calls for surveys as well as perform call audits as needed per my supervisor
  • Trained new hire teams with supervision
  • Managed all of the reporting for attendance for the new hires
  • Performed quality audits utilizing all systems identifying trends and performing in-depth analysis
  • Completed observations and coachings as well as kept database of each new hire assigned to me
  • Acted as a point of contact while the trainer and other DAs are out on PTO
  • Proficient in the following: Maestro, PSP portal, DMEVS, Genesys, Cosmos, RxClaims, Findhelp.org, PAS, MARX, GPS, VIEW, DOC360, ICUE, Infopath, Ovations, One note, Qfiniti, My Metrix, IEX, Clinical Profile, Learn Source

Customer Support Coordinator

Navakai, Inc., an Ntiva Company
11.2018 - 02.2020
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistanc
  • Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
  • Dispatched and monitored tickets to second and third level technicians as necessary
  • Managed and maintained a panel of large clients and created reports with large volume of data analysis using Excel.
  • Performed QA as needed for customer service quality
  • Managed a group of technicians for statistics and outcomes and provided analysis of metrics and reporting to executive suite.
  • Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts.
  • Collaborated with cross-functional teams to improve overall product quality and customer experience.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Generated, compiled and distributed reports of technical tickets, outages, red-flags, and data vulnerabilities.

Director Of Community Relations

All Breed Rescue & Training
11.2012 - 11.2018
  • Enhanced community engagement by developing and implementing strategic outreach programs.
  • Built, leveraged and shared positive relationships and partnerships with various external and internal stakeholders.
  • Developed comprehensive budgets for various projects, ensuring responsible allocation of resources while achieving desired outcomes.
  • Implemented feedback mechanisms for continuous improvement in programming and service delivery, resulting in increased satisfaction rates among stakeholders.
  • Cultivated relationships with media outlets to increase visibility for community initiatives and events.
  • Evaluated and recommended organizations, individuals and events through formal brand litmus test.
  • Identified and cultivated strategic community relationships and executed events with area organizations.
  • Improved public relations efforts by creating targeted messaging campaigns and engaging content.
  • Delivered presentations at conferences and workshops, showcasing organizational successes and best practices in community relations.
  • Secured grant funding through compelling proposal writing, enabling the expansion of vital community programs.
  • Provided crisis management support during challenging situations, effectively addressing concerns while maintaining positive public perception.
  • Oversaw volunteer recruitment efforts, attracting dedicated individuals who contributed significantly to the organization''s mission.
  • Directed the planning and execution of impactful events, raising awareness for key community issues.
  • Marketed offerings and services to community.
  • Oversaw social media presence and aligned posts to include branding and trending ideas.
  • Reviewed marketing materials and documents for brand accuracy and trending design.
  • Developed and promoted corporate brand, images and identity to media and public.
  • Authored fresh and engaging press releases and prepared complete press kits.
  • Taught in-house employees strategies for successful internal and external communications.

Office Manager

All Breed Rescue & Training
05.2010 - 11.2012
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
  • Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
  • Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
  • Spearheaded community outreach initiatives, improving company's local reputation and engagement.
  • Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Managed senior-level personnel working in marketing and sales capacities.

Corporate Field Resolution Specialist

DISH Network
03.2009 - 05.2010
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Managed and coordinated liability claims including scheduling, payouts, and reporting/analysis.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
  • Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
  • Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
  • Monitored trends in customer feedback to inform continuous improvement efforts within the department or product offerings.

Customer Service Supervisor

Corporate Express (now Staples)
07.2006 - 01.2009
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Created, prepared, and delivered reports to various departments.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Senior Customer Service Supervisor

Cingular Wireless (Now ATT)
02.1997 - 05.2004
  • Monitored customer feedback to identify areas of improvement in customer experience.
  • Established performance standards that helped enhance the overall efficiency of the Customer Service department.
  • Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
  • Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
  • Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
  • Reduced employee turnover by creating a supportive work environment that encouraged open communication and collaboration among team members.
  • Introduced tools such as CRM systems to help track customer interactions more effectively, leading to better-informed decision-making processes within the organization.
  • Oversaw recruitment efforts for the department, selecting top talent who contributed significantly to team success.
  • Developed and implemented training programs for staff, improving overall performance and productivity.
  • Created comprehensive reports on team performance, highlighting areas for improvement and recommending actionable solutions.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Initiated process improvements that led to reduced wait times for customers seeking assistance via phone or email channels.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.

Education

No Degree - Master's of Public Health

Capella University
Minneapolis, MN
06.2026

Bachelor of Arts - BA - Organizational Communication, General

University of Colorado Colorado Springs
01.2019

Associate of Arts (A.A.) - Business/Corporate Communications

Pikes Peak Community College
05.2017

Skills

  • Complex Problem-Solving
  • Microsoft Products including Excel
  • Problem-Solving
  • Data Analysis
  • Quantitative skills
  • Training and mentoring
  • Staff Management
  • Employee Motivation
  • Case Management
  • Team Building
  • Multitasking Abilities
  • Excellent Communication

Certification

  • M&R Levels 1, 2, & 3, UnitedHealth Group
  • Hootsuite Platform Certification, 2018, Hootsuite

DEI Certifications

Completed 5/10 certification through Linkedin Learning. 

Timeline

Supervisor Customer Service

UnitedHealthcare Govt Consumer Operations
07.2022 - Current

Advocate4Me Rep Sr

UnitedHealth Group
06.2021 - 07.2022

Customer Support Coordinator

Navakai, Inc., an Ntiva Company
11.2018 - 02.2020

Director Of Community Relations

All Breed Rescue & Training
11.2012 - 11.2018

Office Manager

All Breed Rescue & Training
05.2010 - 11.2012

Corporate Field Resolution Specialist

DISH Network
03.2009 - 05.2010

Customer Service Supervisor

Corporate Express (now Staples)
07.2006 - 01.2009

Senior Customer Service Supervisor

Cingular Wireless (Now ATT)
02.1997 - 05.2004

Bachelor of Arts - BA - Organizational Communication, General

University of Colorado Colorado Springs

No Degree - Master's of Public Health

Capella University

Associate of Arts (A.A.) - Business/Corporate Communications

Pikes Peak Community College

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