Summer Serra
Lakewood,WA
Summary
Contact center professional with extensive experience in managing and optimizing customer service operations. Adept at leading teams to meet performance goals and enhance customer satisfaction. Known for fostering collaborative environments and adapting to evolving business needs, with solid skills in conflict resolution and team management.
Overview
11
11
years of professional experience
Work History
Contact Center Supervisor
Virginia Mason Franciscan Health
10.2024 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Tracked phone activity using Calabrio and CMS Supervisor to ensure KPI metrics and patient satisfaction.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Directed, guided, coached and mentored team of 25 agents and surpassed individual and corporate goals.
- Collaborated with cross-functional departments to resolve complex issues and improve the overall customer experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Partnered with cross-functional teams to successfully onboard new clinics and implement departmental projects.
Contact Center Agent- Lead
Virginia Mason Franciscan Health System
06.2020 - 09.2024
- Incorporated Microsoft office skills to collaborate with management to promote employee efficiency and new hire training.
- Assisted in onboarding new call center workers, providing training on call management systems.
- Operated Epic Healthcare system, and ensured regular compliance of updates.
- Upheld HIPAA regulations and standards for protecting patient information.
- Maintained in-depth understanding of calendars, clinics, and hospitals, providing knowledgeable responses to diverse questions.
- Supported call center associates by taking on escalated calls and handling complex concerns.
Environmental Services Technician
Virginia Mason Franciscan Health System
04.2019 - 06.2020
- Mentored new hires during and beyond training process.
- Developed and maintained personable and professional rapport with staff and customers to support satisfaction.
- Operated Epic Healthcare system, ensuring regular compliance updates in timely manner.
- Collaborated with team members from multiple departments to maintain strict cleanliness standards.
- Utilized Vocera to communicate and collaborate with team members
Assistant Office Manager
GSP Restoration Inc.
06.2014 - 07.2016
- Coordinated meetings, schedules, information preparation, and distribution.
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
- Assisted in budget preparation and financial management, helping to reduce expenses while maintaining quality service levels.
- Served as liaison between management, clients and staff, effectively resolving conflicts and fostering positive relationships.
- Managed accurate and fully compliant AP/AR operations by documenting expenses, reconciling accounts and correcting discrepancies.
Education
Bachelor of Science - Healthcare Administration
Western Governors University
Salt Lake City, UT04-2025
Associate of Arts - DTA- Healthcare
Pierce College
Lakewood, WA06.2023
High School Diploma -
Pierce College
Lakewood, WA06.2023
Professional Certificate - Integrated Business Technology
Pierce College
Lakewood, WA12.2021
Skills
- Conflict resolution management
- Telecommunications support
- Client relationship management
- Effective relationship building
- Regulatory compliance expertise
- Workforce engagement software support
- Compassionate support
- Team coaching
- Workforce optimization
Timeline
Contact Center Supervisor
Virginia Mason Franciscan Health
10.2024 - Current
Contact Center Agent- Lead
Virginia Mason Franciscan Health System
06.2020 - 09.2024
Environmental Services Technician
Virginia Mason Franciscan Health System
04.2019 - 06.2020
Assistant Office Manager
GSP Restoration Inc.
06.2014 - 07.2016
Bachelor of Science - Healthcare Administration
Western Governors University
Associate of Arts - DTA- Healthcare
Pierce College
High School Diploma -
Pierce College
Professional Certificate - Integrated Business Technology
Pierce College
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