Tammy Smith
NRH
Summary
Accomplished Veteran Service Advocate Supervisor with a proven track record at California, excelling in customer service and complex problem-solving. Demonstrated success in enhancing client satisfaction and retention, leveraging decision-making skills and a customer service background. Achieved notable improvements in team performance and service delivery, fostering strong relationships and exceeding performance metrics.
Overview
26
26
years of professional experience
Work History
Veteran Service Advocate Supervisor
California
06.2019 - 12.2021
- Supported team members, fostering a collaborative and productive work environment.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Enhanced client retention through exceptional service delivery and proactive communication.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Maintained detailed knowledge of company products and services to provide accurate information to clients.
- Assisted in training new employees, sharing best practices for achieving success as a Service Advocate.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
- Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
- Managed high call volumes while maintaining quality service standards and positive customer interactions.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Coordinated with cross-functional teams to ensure seamless resolution of customer issues, resulting in higher satisfaction rates.
- Developed rapport with clients, leading to increased trust in the organization''s services.
- Maintained positive relationships with community to build and nurture dynamic partnerships.
- Collaborated with local organizations to expand health services and resources.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
Staff Service Analyst (Veterans Advocate)
California
08.2015 - 06.2019
- Established positive relationships with customers and other staff members.
- Responded sensitively and competently to service customers with diverse cultural backgrounds.
- Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
- Participated in team-building activities to foster teamwork and collaboration.
- Assisted with onboarding new staff members, providing orientation and support.
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
- Developed and improved time management and organizational skills to maximise personal productivity.
- Provided guidance and support to junior staff members in achieving performance goals.
- Maintained strict adherence to industry regulations, ensuring compliance with all relevant laws and guidelines for business operations.
- Led training sessions for new staff, equipping them with necessary skills and knowledge for their roles.
- Developed and maintained secure, up-to-date database for tracking project progress.
- Managed complex schedules and logistics for executive meetings, ensuring all materials were prepared in advance.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Developed written documents and reports related to programs and operations.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Represented clients in court effectively, achieving positive outcomes through persuasive oral arguments and thorough preparation.
- Initiated and maintained strong professional relationships with clients, leading to high retention rates and referrals.
- Secured favorable outcomes in high-profile cases by meticulously preparing for each trial and crafting compelling arguments.
- Managed sensitive cases with discretion, protecting client confidentiality and trust.
- Enhanced firm's reputation with successful client representations in complex litigation matters.
- Streamlined case management processes, reducing average case duration and increasing team efficiency.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Assisted litigation attorneys with research, depositions, trial preparation, discovery and document drafts for court submittal.
- Investigated facts and law of cases, using pertinent sources to determine causes of action and to prepare cases.
- Collected and prepared pre-trial discoveries, records and evidence displays.
- Answered telephone and coordinated meetings and conferences.
- Handled complex scheduling for appointments, court appearances and depositions for busy litigation firm.
Administration Services and Admissions Corrdinator
California
08.2000 - 08.2015
- Assisted in patient admission process based on federal and state laws.
- Compiled and analyzed data to track admissions trends and make recommendations for improvements.
- Maintained accurate records of applicant data, ensuring timely decision-making and reporting.
- Completed preliminary paperwork for incoming and outgoing patients.
- Assisted in developing new admissions policies that aligned with institutional values and priorities.
- Performed document filing, bookkeeping, and faxing for busy student admissions office.
- Conducted detailed tours of campus facilities, fostering welcoming environment that increased prospective student interest.
- Managed diverse team of admissions representatives, fostering inclusive and high-performing team culture.
Respiratory Therapist
Sutter Health Hospital
06.1996 - 08.2000
- Managed ventilator support for critically ill patients in intensive care units, ensuring proper adjustments according to physician orders and clinical guidelines.
- Managed and operated mechanical ventilators to deliver airway management.
- Administered oxygen therapy, aerosol therapy and inhalation therapy to improve patients' breathing and lung function.
- Provided emergency response assistance in cases of respiratory distress or failure as part of a rapid response team.
Education
Associate Degree In Nursing - Respiratory
Napa Valley College
Napa, CA05.1996
Skills
- Decision-making skills
- Customer service background
- Complaint handling
- Complex Problem-solving
Timeline
Veteran Service Advocate Supervisor
California
06.2019 - 12.2021
Staff Service Analyst (Veterans Advocate)
California
08.2015 - 06.2019
Administration Services and Admissions Corrdinator
California
08.2000 - 08.2015
Respiratory Therapist
Sutter Health Hospital
06.1996 - 08.2000
Associate Degree In Nursing - Respiratory
Napa Valley College
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