Christy Cunningham

Hampshire, IL *****

224-***-**** - adxlqn@r.postjobfree.com

Professional Summary

Staffing Specialist bringing over 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Skills

Account updates

Team Building

Schedule Management

Data management

Leadership

Training and mentoring

Customer Service

MS Office

Conflict resolution

Clerical

Teamwork

Adaptability

Quality Assurance Control

Work History

08/2020 to Current

Client Services Team Lead

Nursefinders/AMN Healthcare – Remote, IL

Responsible for leading and overseeing employees on an nightly basis.

Answering and placing calls to book and confirm credentialed Per diem nurses and certified nursing assistants for contracted facilities with staffing needs nightly.

Assist with payroll calls and Travel nurse inquiries in after hours setting.

Documentation on all calls in multiple vendor management systems.

Training staff on new MSP accounts, checking emails to ensure staff are completing all tasks.

Call monitoring on CSR's for quality assurance and training purposes.

Completing investigations on errors as they come in from individual recruiters or account managers throughout the USA.

Attending leadership meetings.

Assigning Client service representative's daily assignments to fit business needs.

Managed department call volume of 30 calls per day and coordinated department schedules to maximize coverage during peak hours

08/2018 to 08/2020

Customer Service Agent/Data Processor

Home Access Health – Hoffman Estates, IL

Answer 20-25 inbound calls from members requesting information about their medical samples.

Reporting accurate results to members.

Placing 50-75 outbound calls to members to resolve sample on hold matter.

Data entry and documentation in company database.

Creating excel documents with specific formulas to send letters to members.

Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

08/2016 to 08/2018

Client Service Supervisor

Nursefinders/AMN Healthcare – Sunset Hills, MO

Hires, evaluates, and terminates Client service representatives as needed for afterhours team.

Manage accounts, train new employees on all systems (VMS, Salesforce & PeopleSoft).

Answer inbound calls as needed to help the team if we are short staffed.

Book, confirm and cancel shifts in all systems for the after hours call center.

Approve all staff time cards & PTO.

Create monthly schedule for team leads & Client service representatives according to business need.

Assign daily schedule's & Managed Service Providers accounts.

Conduct regular performance evaluations of employees and provide ongoing feedback and coaching to achieve service, quality and production goals.

Assists in performing the annual reviews.

Addresses and counsels employees on behavioral or performance problems and implements corrective action and follow-up as necessary.

Explains and administers company policies/information required for team members to successfully perform their duties.

Assist in managing of departmental activities, call volume, quality to ensure productivity levels are met while meeting internal and external performance standards.

Distributes and monitors departmental work assignments to ensure adequate coverage to meet quality and service levels.

Coordinates/facilitates and actively participates in departmental meetings. Acts as a liaison between other departments, vendors and clients to ensure collaborative progress toward desired state.

Monitor and manage call volume to meet service level expectations.

Delivers reports to CSR's and management on a monthly basis that reflects performance to service levels.

Actively facilitates/participates in committee meetings as assigned.

Appropriately escalates difficult issues up the chain of command.

Acts as a role model in providing an environment that supports the core values and encourages continuous learning, personal development and accountability.

Served on committees, work groups, and/or process improvement teams, as assigned, to assist in improving quality/client satisfaction.

Performs self-quality monitoring in order to develop and execute plans to meet established goals.

Listens to recorded and live calls for accuracy and quality to ensure we are meeting performance guarantees, for service levels and quality as well as the overall block of business.

Provides monthly coaching to help optimize quality performance.

Collaborates with other supervisors to improve or streamline procedures.

Develops new or improves current internal process.

Managed department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours

09/2014 to 08/2016

Services Team Lead

Nursefinders/AMN Healthcare – Sunset Hills, MO

Responsible for leading and overseeing employees

Answering and placing calls to book and confirm credentialed Per diem nurses and certified nursing assistants for contracted facilities with staffing needs nightly.

Assist with payroll calls and Travel nurse inquiries in after hours setting.

Documentation on all calls in multiple vendor management systems.

Training staff on new MSP accounts, checking emails to ensure staff are completing all tasks.

Call monitoring on CSR's for quality assurance and training purposes.

Completing investigations on errors as they come in from individual recruiters or account managers.

Attending leadership meetings.

Assigning Client service representative's daily assignments to fit business needs.

Managed department call volume of 30 calls per day and coordinated department schedules to maximize coverage during peak hours

05/2014 to 09/2014

Client Services Representative

Nursefinders/AMN Healthcare – Sunset Hills, MO

Accepts 25-50 In-bound calls from clients and clinicians for staffing changes.

Thoroughly documents actions and conversations in appropriate technology systems in afterhours setting.

Determines employee availability and maximizes fill rates by matching clinician availability to client needs.

Conducts confirmation calls with client and clinicians, re-routing clinicians when necessary to other staffing vacancies.

Follow processes thoroughly to ensure appropriately credentialed clinician is matched to correct clients.

Keeps client order records and employee information up-to-date.

Follows MSP, account management for client-specific expectations.

Handles complaints tactfully and refers them to Nursefinders' Clinical Director or Branch Director according to Nursefinders' policy.

Works with multiple Branch Offices to provide seamless after hours service, creating consistency and best practice.

Investigated and resolved customer inquiries and complaints quickly

03/2012 to 05/2014

Medical Records Clerk

Aerotek – Arden Hills, MN

Pulling medical records requested from previous days.

Sorting medical records in alphabetical order.

Purging aged records.

Taking customer request for medical records.

Documenting interactions with customers daily.

Oversaw 1000 records per month project to revamp filing system and improve department productivity.

Delivered charts to assigned areas of hospital by following established routing procedures

Maintained patient confidence by keeping patient records information confidential

Processed medical records requests from outside providers according to facility, state and federal law

12/2010 to 03/2012

Customer Service Representative

Shop NBC – Eden Prairie, MN

Answer inbound calls in support of customer needs.

Assist customers on account information, damaged/defective items, returns, product knowledge, policies, and procedures, and placing orders.

Multi-task using different databases and screens.

Ensure one call resolution for all customers daily.

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions

04/2003 to 12/2010

Receptionist

Express Inc – Woodbury, MN

Scheduled, maintained, and updated appointments using electronic calendars.

Transmitted information and documents to customers using computers, postal mail, email, and facsimile machines.

Filed, maintained, and sorted records.

Analyzed data to determine answers to questions from customers.

Operated telephone switchboard to answer, screen and forward calls to appropriate parties.

Received and recorded payment records for customers.

Restocked supplies and placed purchase orders to maintain adequate stock levels

Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors

Kept reception area clean and neat to give visitors positive first impression

04/2001 to 03/2003

Accounts Receivable Clerk

TCF Bank – Minneapolis, MN

Analyzed recordkeeping systems, forms control, office layout, personnel requirements, budgetary requirements, and performance standards to create new systems and revise established procedures.

Studied methods of improving work measurements and performance standards.

Compiled, stored, and retrieved management data.

Operated keyboard and other data entry devices to enter data into computer or onto magnetic tape and disk.

Entered alphabetic, numeric, and symbolic data from source documents into computer, using data entry device, such as keyboard and optical scanners

Prepared vendor invoices and processed incoming payments

Applied proper codes to invoices, files and receipts to keep records organized and easily searchable

Reviewed vendor invoices for appropriate documentation and validity prior to payment

Reconciled processed work by verifying entries and comparing system reports to balance numbers

Reported financial data and updated financial records in ledgers and journals

Maintained good working relationships with vendors and resolved disputes

Managed and updated financial accounts and permanent records for more than 100 current clients.

Education

Associate of Arts: Business Administration And Management

DeVry University - Downers Grove, IL

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