Christine Ballard
Sacramento,Ca
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
Work History
Branch Operations Manager
Hertz Car Rental
04.2024 - Current
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Maintained friendly and professional customer interactions.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Executed detailed surveys to evaluate branch operations and enhance service delivery.
Rental Car Operations Manager
Hertz Car & Truck Rental
04.2023 - 04.2024
- Increased customer satisfaction by implementing efficient rental car management processes and procedures.
- Managed a diverse team of employees, fostering a positive work environment that promoted growth and development.
- Streamlined reservation procedures for faster service and improved customer experience.
- Lead a team of rental agents and support staff in delivering exceptional customer service and achieving revenue targets.
- Developed and implemented operational procedures to improve efficiency and streamline customer service processes.
- Conducted performance evaluations, provided coaching and training, and managed scheduling for staff.
- Handled customer inquiries, resolved issues, and maintained high levels of customer satisfaction.
Director of Operations
California Sleep Solutions
07.2022 - 03.2023
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
Supervisor
Versant Health
12.2019 - 02.2021
- Performs Quality Assurance monitoring of Customer Service Coach and developed Customer Service Associates
- Participated in the interview process for potential Customer Service Associates
- Provide the department management staff with continuous quality assurance scoring and feedback for the Customer Service Associates
- Provided improvements for training and call handling
- Identified areas of development for CSA not meeting QA standards and to those that need coaching
- Worked with members, providers, and other external and internal customers
- Weekly and monthly reporting of team stats pulled from HSP and Medi track
- Training new hires both health plan and commercial
- Manage a team from 12- 24 CSR's
- Crossed trained 4 quality assurance/ trainers from the Davis team to perform quality for the Superior side of the business
- Crossed trained Davis Supervisors to the Superior line of business to help take calls when call volume is high on the superior vision side of the business.
Lead
Versant Health
07.2019 - 12.2019
- Perform daily quality assurance monitoring of Customer Service associates
- Provide the department leadership staff with continuous quality assurance scoring and feedback for the Customer Service associates
- Provide recommendations for improvement to call flow, scripting, and training
- Identifies areas of development for Customer Service associates not meeting department metrics and those in need of coaching
- Communicate information regarding benefits, accessibility, claims status, and any areas related to service
- Phone interaction with members, providers, and other external and internal customers
- Complete other duties as assigned that fall within the scope of delivery of good customer service.
Office Manager
Kamp's Propane
06.2017 - 07.2019
- In this role I managed team of four people
- This position also required a coordination the delivery driver routes as well as the service tech and sales representatives
- Other duties included maintaining company goals for tank sets and gallons delivered to our customers each month
- I was also responsible for the billing as well as collections.
Concierge Supervisor
Blue Shield of California
03.2014 - 02.2017
- In the Concierge department I had the supervision of 14 dedicated UC CCR'S
- This position required a close partnership with the Account Management and several supporting departments due to the high visibility of the UC account.
Issue Resolution Supervisor
Blue Shield of California
02.2013 - 03.2014
- In this role I supervised and supported a team of 15 agents that worked closely with Covered California as well as HPS
- This department was new to Blue Shield, it was developed to help the IFP side of the business and primarily used as the escalation process for members
- In addition, I was responsible for managing escalated cases and the development of an outbound call campaigns for our vendor partners to complete
- Provide weekly reports to management on team stats
- Developed and implemented training material
- Worked closely with the claims department as well as account management and sales
- Traveled to varies cities in California to educate members on their individual family plans
- Worked with brokers and sales on product implementation.
Member Service B&E Supervisor
Blue Shield of California
12.2012 - 02.2013
- I was a supervisor and support of a team of 16 Customer Care Representatives
- I assist my team to perform specific tasks
- During my tenure as Supervisor in this position I transitioned a team from Lodi to Redding
- I created workflows, processes, as well as helped with change management to ensure that it was a successful transition.
Performance and Learning Trainer
Blue Shield of California
06.2006 - 12.2012
- During this period of employment as a trainer I trained several lines of business for the new hire classes as well as up training needs
- My role was to validate curriculum, train new hires and ensure that our business partners received well trained agents
- Additionally, I earned the opportunity to travel to Manilla and support the training of our vendors.
ITS Customer Service/P2P
Blue Shield of California
05.2003 - 06.2006
- As a Customer Service Representative, I handled provider services questions for both in state and out of state inquiries
- During this period, Provider's paperwork and agreement are completed on time with timely respond to all internal and external needs
- Interact with clients to solve their problems and fulfill their needs
- Develop and maintain strong relationship with Clients, providers and other members.
Education
Management -
American River College
Sacramento, CA06.2024
Child Development -
University of Reno
03.1993
Skills
- Excellent Interpersonal Skills
- Expert Knowledge of Microsoft Office
- Strong analytical and problem-solving skills
- Ability to deliver presentations effectively
- Exceptional organizational and planning skills
- Exceptional verbal and written communication skills to effectively interact with providers, members, clients and co-workers
- Goal setting and achievement
- Team leadership abilities
Timeline
Branch Operations Manager
Hertz Car Rental
04.2024 - Current
Rental Car Operations Manager
Hertz Car & Truck Rental
04.2023 - 04.2024
Director of Operations
California Sleep Solutions
07.2022 - 03.2023
Supervisor
Versant Health
12.2019 - 02.2021
Lead
Versant Health
07.2019 - 12.2019
Office Manager
Kamp's Propane
06.2017 - 07.2019
Concierge Supervisor
Blue Shield of California
03.2014 - 02.2017
Issue Resolution Supervisor
Blue Shield of California
02.2013 - 03.2014
Member Service B&E Supervisor
Blue Shield of California
12.2012 - 02.2013
Performance and Learning Trainer
Blue Shield of California
06.2006 - 12.2012
ITS Customer Service/P2P
Blue Shield of California
05.2003 - 06.2006
Child Development -
University of Reno
Management -
American River College
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