Stacie Holsopple
Millsboro,DE
Summary
Dynamic professional with extensive experience in customer service and systems analysis, notably at GEICO. Excelled in roles requiring assertiveness, problem-solving, and exceptional brand representation. Proven track record in enhancing team proficiency and implementing effective training programs, achieving significant improvements in operational efficiency and customer satisfaction. Skilled in conflict resolution and multitasking, with a commitment to professionalism and reliability.
Overview
37
37
years of professional experience
Work History
Guest Relations Lead
Beebe Healthcare
06.2020 - Current
- Work/assist with maintaining the hospital switchboard. Promptly handle callers needs and direct them to their desired location. Deescalate angry and/or upset callers when needed.
- Check in patients and visitors at the hospital and when needed, at our satellite offices. Deescalate angry and/or upset visitors when needed.
- Provide coaching to our hospital Attendants, satellite Liaisons and Operators when the need arises.
- Assist with training of new Operators and Attendants emphasizing our Beebe Values.
- Provide follow-up training for procedural changes when needed.
- Assist manager with new hire interviews, documentation and procedural updates, distribution and archiving.
Volunteer Services Specialist
Beebe Healthcare
02.2019 - Current
- Interviewed and trained new volunteers, instilling our Beebe Values, instructed new volunteer orientations and reached out to volunteers post orientation to get their training/assignments set up.
- Maintained volunteer database, maintained flu and MMR vaccine database, maintained PAWS vaccination records and schedules, set up PAWS training classes, set up/maintained baby cuddler schedules, maintained continuing education database and set up/conducted Mandatories training for volunteers who did not have computer access and/or did not feel comfortable with computers, maintained Volunteer Services email account, responded to messages left on Volunteer Services voicemail and rounded on volunteers to make sure that they were comfortable with their tasks and to answer any questions they had regarding their shift and/or assignment.
- Developed strong relationships with various members of our hospital staff fostering trust and loyalty through exceptional service delivery.
Volunteer
Tunnell Cancer Center (TCC)
06.2017 - 01.2019
- Assisted in the radiation department by keeping snacks and drinks stocked for patients, kept blankets in the blanket warmer, kept the radiation waiting room and dressing rooms tidy. Distributed snacks, drinks and warm blankets when requested.
- Assisted with various office projects such as mailings, writing cards, updating manuals, etc. Set up panel discussions for patients who had completed treatment and wanted to share their TCC experiences.
- Assisted the front desk with getting patients and/or their family members to registration, to the lab, to triage, to infusion and/or to their doctors appointments.
- Assisted the infusion area by providing food and beverages to patients and their families, cleaned the infusion chairs and tables inbetween patients, stocked infusion shelves and cleaned the kitchen area when needed.
- Trained incoming volunteers in each of the locations referenced above to ensure that they were well versed with the way TCC wanted things done. Used strong interpersonal communication skills to convey information to others.
- Represented TCC positively and professionally while providing our cancer community with much needed services.
Insurance Business/Systems Analyst
GEICO
10.2008 - 09.2016
- Collected, defined and analyzed business requirements while working with our business partners to determine systems needs of our claims end-users.
- Established use cases based on requirement supplied by our business partners and worked with our system developers to generate working prototypes of specific claims functionality.
- Provided excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.
- Conducted on-line walk-throughs with our business partners and IS team members to ensure that user requirements were being delivered.
- Successfully implemented an entirely new claims system in 2013 after training our business partners.
- Developed comprehensive documentation to support business partner end-users and facilitate future enhancements.
- Worked with end-users and system developers on bug fixes and future enhancements.
Claims Systems Coordinator/Training Supervisor
GEICO
10.1999 - 10.2008
- Provided ongoing user support by addressing questions or concerns related to various applications or systems used within the company workflow daily basis.
- Served as a liaison between end-users and technical support teams, ensuring timely resolutions for reported issues.
- Maintained accurate system documentation, facilitating efficient troubleshooting and future updates.
- Tested proposed systems enhancement to ensure that end-user requirements were met.
- Developed user training materials for new applications, increasing team member proficiency and reducing support requests.
- Trained internal and external end-users on all approved systems enhancements.
- Acquired/trained two additional trainers to assist/ keep up with training demands. Measured/tracked their performance.
Regional Claims Trainer
GEICO
08.1987 - 10.1999
- Consulted with various business unit leaders, keeping pulse on business to identify training needs and coordinate learning solutions.
- Developed customized lesson plans catering to various experience levels, accommodating the diverse skill sets of participants effectively.
- Brought a positive attitude to training and educational programs to improve learning environment.
- Assessed the effectiveness of current training methods using metrics such as participant feedback and test scores, continuously refining approaches as necessary.
- Modeled ethical behavior and executed job responsibilities in accordance with company core values, ethics and information protection policies.
- Worked independently with minimal supervision, setting priorities and demonstrating excellent project management skills.
- Evaluated trainee progress and provided constructive feedback, fostering professional growth and development.
- Utilized multimedia tools when presenting materials during lectures or workshops, adding visual aids that enriched overall comprehension.
- Served as a mentor to new claims trainers, sharing valuable insights gained from years of experience in the field to foster their professional development.
- Conducted regular reviews of training materials to ensure alignment with industry standards and best practices, optimizing content relevancy.
- Promoted a positive learning environment through motivational techniques, boosting morale and enhancing overall job satisfaction among staff members.
- Implemented a variety of assessment methods to measure trainee knowledge retention and skill application, ensuring effective learning outcomes.
- Identified department needs, developed training materials and implemented strategies to prepare employees thoroughly for job demands.
- Organized refresher courses for seasoned staff members, reinforcing key concepts and maintaining high levels of expertise within the team.
- Collaborated with management to identify training needs and develop appropriate solutions, resulting in improved employee competency.
- Collaborated with subject matter experts and customers in course design, curriculum development and material creation.
- Facilitated open communication among trainees, encouraging active participation and fostering collaborative problem-solving skills.
- Led various team-building exercises during group training sessions, strengthening collaboration skills among trainees.
- Provided coaching and mentoring to team members.
- Assisted management with interviewing and assessment of potential team members.
- Taught assessment training to supervisors and managers.
Education
Bachelor of Science - Criminal Justice
Brenau University
Gainesville, GA09-1986
Skills
- Customer Service excellence
- Assertiveness
- Cross-cultural sensitivity
- Brand representation
- Problem-solving skills
- Professionalism
- Multitasking
- Reliability
- Teamwork skills
- Phone Etiquette
- Call center experience
- Team building
- Conflict Resolution
Timeline
Guest Relations Lead
Beebe Healthcare
06.2020 - Current
Volunteer Services Specialist
Beebe Healthcare
02.2019 - Current
Volunteer
Tunnell Cancer Center (TCC)
06.2017 - 01.2019
Insurance Business/Systems Analyst
GEICO
10.2008 - 09.2016
Claims Systems Coordinator/Training Supervisor
GEICO
10.1999 - 10.2008
Regional Claims Trainer
GEICO
08.1987 - 10.1999
Bachelor of Science - Criminal Justice
Brenau University
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