Savannah Kinnard

**** **** **** ****** * ***, Wichita KS, 67217

Capable of providing excellent customer service and resolving all issues quickly and accurately. Articulate

Knowledgeable manager and problem-solver with a proven track record of meeting and exceeding productivity goals.

Commended for consistently driving team success through strict adherence to company procedures and effective employee training.

Proven positive leadership experience

Extensive knowledge and experience in the Call

Center Industry

Strong commitment to delivering quality customer

service

Ability to offer succinct, value added

recommendations, exercise sound judgement and

make effective decisions.

Ability to work collaboratively with all

Ability to solve problems, promote new ideas and

develop new approaches to achieve established

vision and strategies

Goal-oriented

Detail-oriented

Positive and friendly

Customer-oriented

Health Technology - Associate of Science

Santa Barbara City College - Santa Barbara, CA

Call Center Supervisor - July, 2016 to June, 2020

Health Net - Rancho Cordova, CA

Created all process controls and metrics for call center management on a daily basis. Formalized office procedures to assist the team in delivering consistent, high-quality results. Kept track of [100,000] clients' files and records while adhering to all security protocols to prevent data breaches and misuse.

Used effective communication and leadership skills to mediate conflicts between departments in order to facilitate a quick resolution.

Increased efficiency and productivity through effective staff training in customer service protocols and call resolution techniques.

Interpreted management directives to define and document administrative staff processes. Increased customer satisfaction by using superior conflict resolution and problem-solving abilities. Collaborated with the training team to keep frontline agents, tier I and II agents, and tier III and IV agents up to date on product support and certification training. Individual coaching sessions with CSRs to realign productivity goals were facilitated by me. Provided coaching to team members on metrics and identifying consumer experience behavior to improve satisfaction ratings.

Reduced process delays and effectively trained employees on customer satisfaction protocols and best practices for first-call resolution.

Professional Summary

Skills

Education

Work History

Savannah Kinnard

2526 West 31st St. S 434, Wichita KS, 67217

aduz9i@r.postjobfree.com

316-***-****

Records Supervisor - August, 2013 to July, 2016

Kaiser Permanente Roseville Medical Offices - Riverside - Roseville, CA Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.

Provided expert clerical support by handling a wide range of routine and special requests efficiently. Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.

Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement. Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities.

Investigated and resolved a variety of issues that impacted executive leaders and business initiatives. Was in charge of the CRM (Customer Relationship Mgmt) database, which included troubleshooting, maintenance, updates, and the creation of reports. Interacted professionally with customers by phone, email, or in person to provide information. Staff Services Manager - June, 2003 to August, 2013 Sacramento, CA

Interacted with members through multiple communication channels which include telephone, secure messaging and written correspondence.

Kept accurate, current, and compliant financial records by monitoring and addressing variances. Improved the organization's payment collection, AP/AR, deposit, and record keeping systems. Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.

Coordinated with general direction from the Customer Service Assistant Director, the daily operations for the Customer Service Contact Center.

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