SHANNA BLASH

I did intake interviews with Veterans whose disability. Claims were denied and they were trying to get a higher increase. Also had to make discovery calls and schedule Veterans.l also had to answer back to back emails,was also over cancellations, Aduits as well for a Veteran to get a refund on services purchased. Had to access and provide right services to offer Veterans to purchase tailored to there condition.

• Work from Home Duties: Managed team of 30 work from home agents, 15 Supervisors' 15 Managers had to make sure quotas were met on time, every week in which I always over exceeded meeting that goal for over 1 year
• Reporting tasks payroll, coachings meetings, interviewing, hiring and firing,etc
• Effectively controlled release of proprietary and confidential information for general client lists
• Successfully led key projects which resulted in positive outcomes
• Increased customer satisfaction and repeat business through pursuit of resolutions to problems arising from Products and Service, protecting company reputation and loyal client base
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Captured and completed sales with customer-savvy quotes, proposals and contract management strategies.
• Used coordination and planning skills to achieve results according to schedule
• Worked with customers to understand needs and provide excellent service

• Customer Service TechSupport Work from Home For Apple over Tier1 Tier 2
• Led employee performance reviews and discussed improvement strategies with each team member
• Worked cross-functionally with marketing, sales and finance departments
• Trained and mentored new employees to maximize team performance and achieve daily performance objectives
• Evaluated reports from front-line managers to make managerial key decisions
• Reviewed all requests to hire, promote or dismiss employees
• Resolved problems proactively and decisively, applying business acumen and sound judgment
• Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content
• Defused customer concerns with exceptional conflict and problem resolution skills
• Assisted call-in customers with questions and orders
• Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals
• Logged call information and solutions provided into databases
• Educated customers on promotions to enhance sales
• Evaluated hiring, firing and promotions requests.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Supervised and managed product-related communication to achieve messaging accuracy and product correctness.
• Updated system information, making appropriate changes to documentation.
• Managed inventory, production, workflow and distribution, analyzing each stage of product life cycle and recommending improvements to streamline processes.
• Proved successful working within tight deadlines and fast-paced atmosphere
• Identified issues, analyzed information and provided solutions to problems

• Duties: Managed 3 employees along with running In-home Day Care Mon-Fri and ran Second shift Daycare
• Along with doing Payroll, Interviewing, etc
• Overnight 24-hour care children's duties included providing, Breakfast, Lunch, Snack,and Dinner. Also provided educational learning that consisted of them learning there ABC, numbers, etc
• Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines
• Enhanced operational performance by developing effective business developmental strategies, systems
• Led startup and opening of licensed day-care business and provided business creation of operational procedures and workflow planning
• Direct customer facing with staff and parent's
• Interaction with conflict resolution on a daily basis
• Built positive relationships through communication
• Maintained happy composure
• Devised, deployed and monitored processes to boost long-term business success and increase profit levels by 100%
• Conducted target market research to scope out industry competition and identify advantageous trends
• Discovered areas of improvement by generating quarterly operational and sales reports
• Managed day-to-day business operations
• Performed statistical analyses to gather data for operational and forecast team needs

Duties that were performed every day, for care of Patient

• Meal prep, housekeeping, shopping, and laundry
• Documented information in patient charts and communicated status updates to interdisciplinary care team
• Promoted patient satisfaction by assisting with daily living needs such as bathing, dressing, toileting and exercising
• Facilitated games and other activities to engage client and provide mental stimulation or entertainment
• Recognized and reported abnormalities or changes in patients' health status to nursing staff for immediate assessment
• Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing coverage
• Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals
• Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time
• Evaluated charting procedures for adherence to best practices
• Came up with treatment plans and communicated with patients about options, medications and self-management

• Duties: Supervised over team of 30 employees
• Along with payroll, implementing and creating different plans to improve agent's metrics
• Conducting weekly meetings, coaching
• Coordinated with internal departments to maximize operational efficiency across production and administrative areas
• Created and maintained production schedules based on employee productivity, company needs and seasonal plans
• Maintained composure and level-headed mentality during challenging situations to best resolve situations and serve business needs
• Compiled and analyzed sales figures to determine best approaches to improve sales as well as performance
• Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules
• Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity
• Trained new employees on policy and customer service positions to support team efficiency
• Created training manuals targeted at resolving simple and difficult customer issues
• Communicated and coordinated with multiple departments to achieve top results
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
• Developed open and professional relationships with team members, enabling more effective issue resolution
• Delegated daily tasks to team members to optimize team productivity
• Managed schedules, accepted time off requests and found coverage for short shifts