Stephanie Garcia
Kearny,NJ
Summary
Experienced Quality Management professional with a proven track record in enhancing operational efficiency, team leadership, and customer satisfaction. Seeking an Operations Manager role to leverage my expertise in process improvement and strategic planning to support impactful therapy services.
Overview
13
13
years of professional experience
Work History
Customer Care Specialist/Quality Management
Audible
10.2018 - Current
- Led training programs for new hires, fostering a smooth transition and reducing ramp-up time by 15%
- Spearheaded initiatives to resolve customer concerns, achieving a 20% improvement in issue resolution times
- Conducted performance evaluations and provided actionable insights to enhance team productivity
- Delivered data-driven presentations to leadership, identifying growth opportunities that contributed to strategic improvements
- Built strong relationships with clients and cross-functional teams to ensure exceptional service delivery
Process Auditor
Horizon BCBS of NJ
05.2017 - 10.2018
- Resolved operational discrepancies, recovering overpayments through advanced reconciliation methods
- Streamlined processes for accounts receivable, reducing turnaround time for claims resolution
- Ensured compliance with company policies and industry regulations, enhancing audit accuracy and accountability
Customer Service Representative
One Call Care Diagnostics
11.2015 - 05.2017
- Coordinated communication between medical and administrative staff to expedite patient care processes
- Enhanced service delivery by improving knowledge-sharing across teams and implementing new protocols
- Maintained expertise in community services, providing patients with timely and relevant support
Administrative Assistant
GMFG Holdings LLC
08.2013 - 11.2015
- Reviewed purchase orders, reconciled billing data, ensuring 100% accuracy in financial records
- Provided administrative support for team operations, reducing processing times for internal documentation
Customer Service Representative
Xerox
08.2011 - 07.2013
- Performed administrative support tasks
- Delivered prepared sales presentations, achieving customer retention goals year over year
- Monitored customer interactions, improving resolution rates through process refinements
Skills
- Leadership & Team Development
- Operations & Process Improvement
- Strategic Planning & Data Analysis
- Customer Experience Enhancement
- Compliance & Regulatory Oversight
Timeline
Customer Care Specialist/Quality Management
Audible
10.2018 - Current
Process Auditor
Horizon BCBS of NJ
05.2017 - 10.2018
Customer Service Representative
One Call Care Diagnostics
11.2015 - 05.2017
Administrative Assistant
GMFG Holdings LLC
08.2013 - 11.2015
Customer Service Representative
Xerox
08.2011 - 07.2013
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