Customer Service Quality Assurance

Gabriel Barfield

**** *** ****** *** *******, TX 78251 210-***-****

********@*****.***

Objective

Seeking to obtain a position where I can maximize my multilayer

of management skills, quality assurance, training experience,

customer service, and a successful track record in creating a

positive environment conducive to maximizing employee's

potential.

Skills Profile

8 years' of successful experience in management.

Ability to set and achieve goals, and work well under pressure.

Excellent judgment, analytical, and motivating skills.

Talent for balancing long-range vision with the attention to

detail.

Resourceful in solving problems and maximizing resources.

An unwavering commitment to customer service, with the ability

to build productive relationships, resolve complex issues and

win customer loyalty.

Great at developing and molding people to achieve their fullest

potential.

Ability to communicate professionally and effectively, written

and oral.

Highly creative and innovative, not afraid to take risk.

Proficient in Microsoft Office Word, Excel, PowerPoint and

Outlook.

Promoted 3 times in ten years

Employment History

Manager, Member Service October 2007 -

CareLink Department August 2013

University Health System

San Antonio, TX

Managed 15 employees but as also managed up to as many as 32

employees.

Managed Call Center in-addition to additional responsibilities.

Managed off site employees'.

Responsible for Interviewing and hiring.

Responsible for employee's yearly evaluation written and oral.

Ensure that employee's meet and maintain daily productivity and

assigned goals.

Ensures all complaints/grievances are acknowledge and resolved.

Develop and implement policies and procedures to improve

efficiency.

Provided supervision, guidance and training for employees.

Functioned as a consultant to employees.

Oversaw and participated in employee counseling, and

disciplinary action and termination.

Trained and developed employees to ensure excellent

performance.

Monitored employee's activity to assure that all customer needs

were met.

Conducted audits of employee's daily productivity to assess the

quality of their work.

Leader, Patient Access May 2005 - October

CareLink Department 2007

University Health System

San Antonio, TX

Assisted in directing the activities of employees to maintain

or exceed required levels of services provided to our

clientele.

Assisted with training and employees developing.

Assisted management with hiring.

Assisted management with supervising.

Provided management with feedback for employee's yearly

evaluation.

Monitored employee's daily productivity.

Provided employees' with assistance regarding any questions

related to difficult clientele.

Financial Access Specialist July 2003 - May

CareLink Department 2005

University Health System

San Antonio, TX

Interviewed clientele to determine if they qualify for

financial assistant program for Medical Services.

Reviewed documentation to determine if the clientele's meets

the requirements that qualifies them for the financial

assistance program for medical services.

Review clientele's accounts that qualify for financial

assistances to ensure their monthly payment were consistent.

Maintained proficiency and accuracy.

Maintained knowledge of others programs and agencies that

clientele could be referred to if they did not meet the

qualification for financial program at University Health

System.

Contact this candidate