Stephanie Kunka
Melbourne
Summary
Experienced with resource allocation, process optimization, and data analysis. Utilizes data-driven insights to enhance operational efficiency and support strategic planning. Track record of effective team collaboration and adaptability to dynamic environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Resource Planning Analyst
EviCore Healthcare Formerly Care Core National
10.2023 - Current
- Analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
- Monitors inbound call traffic and ensures efficient distribution based on staff availability.
- Identify areas for improvements to workforce productivity and modifications to programs as required.
- Provides standard professional advice and creates initial reports/analyses for review.
- Provides guidance, coaching and direction to more junior members of the team in Resource Planning.
Sales Associate
Gabes, Gabriel Brothers
08.2022 - Current
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained organized merchandise displays to drive sales and attract customer attention.
- Processed transactions accurately using point-of-sale systems, ensuring efficient checkout procedures.
- Collaborated with team members to meet store promotional goals and improve overall performance.
Resource Planning Lead Representative
EviCore Healthcare Formerly Care Core National
03.2022 - 10.2023
- Analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
- Monitors inbound call traffic and ensures efficient distribution based on staff availability.
- Maintains frequent contact with other departments when outages occur and calls need to be redirected.
- Acts independently working under limited supervision.
Customer Service Representative
EviCore Healthcare Formerly Care Core National
03.2020 - 03.2022
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction levels.
- Trained new team members on best practices and operational procedures.
- Collaborated with cross-functional teams to improve service delivery processes.
- Utilized CRM systems to track customer interactions and ensure accurate follow-up.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- · Special project: Trained as a backup Physician Support Unit (PSU) agent to assist during high call times. Assisted with calls in PSU from Aug 2020-Oct 2020. In PSU gave the MDO/Site/Member the post denial options. Scheduled/Rescheduled a Peer2Peer with a Physician if requested.
Customer Service Associate Representative
EviCore Healthcare Formerly Care Core National
04.2019 - 03.2020
- Managed customer inquiries through phone, ensuring prompt resolution of issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with cross-functional teams to enhance service delivery and operational efficiency.
- Developed and maintained comprehensive knowledge of healthcare services to assist clients effectively.
Regional Support Center 2
Spectrum
06.2015 - 01.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Trained new hires in the cable billing system.
- Award: · Nominated by a team member for always going above departmental expectations and received Employee of the Quarter 11/15/15.
Education
High School Diploma -
Satellite High School
Satellite Beach, FLSkills
- Microsoft Excel
- Scheduling optimization
- Capacity planning
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Organizational skills
Certification
Service Mentor-Ulysses Learning
Timeline
Resource Planning Analyst
EviCore Healthcare Formerly Care Core National
10.2023 - Current
Sales Associate
Gabes, Gabriel Brothers
08.2022 - Current
Resource Planning Lead Representative
EviCore Healthcare Formerly Care Core National
03.2022 - 10.2023
Customer Service Representative
EviCore Healthcare Formerly Care Core National
03.2020 - 03.2022
Customer Service Associate Representative
EviCore Healthcare Formerly Care Core National
04.2019 - 03.2020
Regional Support Center 2
Spectrum
06.2015 - 01.2019
High School Diploma -
Satellite High School