Victoria Austin
Decatur,GA
Summary
Resourceful and adaptable Manager with over 15 years of experience in customer service, scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Customer- focused leader seeking to leverage background into assistant or operations manager role. Highly enthusiastic, hardworking, positive, dedicated, dependable, organized and reliable seeking a role of increased responsibility and authority.
Overview
18
18
years of professional experience
Work History
Supervisor in Training
United States Postal Service, USPS
Mableton, GA
05.2020 - Current
- Achieved operational excellence through consistent monitoring and evaluation of team performance.
- Participated in recruitment processes, selecting top talents aligned with company values to contribute positively to the workforce.
- Input time and payroll for over 100 employees.
- Assisted senior management in strategic planning endeavors aimed at positioning the organization for long-term success.
- Established clear expectations for team members, leading to increased accountability and better overall performance.
- Developed employee skills through targeted training sessions, resulting in improved job performance.
- Increased customer satisfaction with effective communication and timely resolution of issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed multiple projects simultaneously, delivering results within deadlines while maintaining high quality standards.
- Developed and implemented safety initiatives to continually improve, achieve and maintain stated safety performance and objectives.
- Worked and closed effectively E-360 cases which were issues and concerns of customers.
- Facilitated smooth transitions during organizational restructuring, ensuring minimal disruption to daily operations
Mail Carrier
United States Postal Service
Mableton, GA
07.2017 - 05.2020
- Routed all classes of mail in sequence of delivery along established route
- Delivered mail along prescribed route and retrieved additional mail from relay boxes
- Assisted customers in receiving oversized parcels by carrying items inside
- Prepared mail in proper sequence for efficient, prompt delivery
- Delivered various types of mail on routes according to strict timelines
- Observed road rules, weather and road conditions and other factors to maintain safe driving record
- Learned and Deliver to over 10 different routes
Patient Support Customer Service Advocate
United Heathcare
Jacksonville, FL
08.2013 - 09.2017
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Completed opening and closing functions to meet operational needs.
- Multi-task utilizing double monitors for data entry and use of resources while maintaining proper guidelines with multi phone line and use of great phone etiquette.
- Validated patients insurance coverage as well as their current demographic data.
- Recognized financial, medical and legal risks based on data collected during customer interaction and followed appropriate procedures.
- Utilized Company systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits appeals and TAR's
- Distinguished between Medicare, HMO, PPO, POS
- Used, protected and disclosed company's patients' PHI only in accordance with HIPAA standards.
Store Manager
Family Dollar
Atlanta, GA
03.2006 - 06.2017
- Delivered excellent customer service by greeting and assisting each customer.
- Opened new store locations and assisted in recruiting and training new staff. Stocked and restocked inventory when shipments were received. Reorganized sales floors to meet company demands.
- Directed and supervised over 30 employees engaged in sales, inventory-taking and reconciling cash receipts.
- Determined staff promotions and demotions and terminated employees when necessary.
- Completed a series of training sessions to advance from Assistant Manager to Store Manager
- Completed weekly schedules according to payroll policies
- Submitted time and payroll.
- Trained all new managers on store procedures and policies. Trained staff to deliver outstanding customer service
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
Education
Associate - Paralegal Studies and Business Andministration
Gwinnett College
Lilburn, GA2009
Skills
Accomplishments
Increased office organization by developing more efficient filing system and customer database protocols. Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude. Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders. Promoted to Store Manager within three months of employment. Supervised team of 100 plus staff members. Assisted in route corrections in Aims as well as documented and resolved mail issues which led to better mail delivery and happy customers.
Timeline
Supervisor in Training
United States Postal Service, USPS
05.2020 - Current
Mail Carrier
United States Postal Service
07.2017 - 05.2020
Patient Support Customer Service Advocate
United Heathcare
08.2013 - 09.2017
Store Manager
Family Dollar
03.2006 - 06.2017
Associate - Paralegal Studies and Business Andministration
Gwinnett College
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