Patricia Galvan Customer Solutions Leader
Resume:
CONTACT
************@*****.***
San Antonio, TX 78223
SUMMARY
Secure a challenging and
rewarding position for my
leadership skills and
customer service expertise
can be utilized to ensure
exceptional experience for
customers and maximize
my retention experience to
help the customer achieve
why they were calling to
save money.
SKILLS
Communication skills
Customer retention
Leadership
Supervising experience
Customer service
Organizational skills
PATRICIA
GALVAN
WORK EXPERIENCE
Customer Solutions Representative - Spectrum
San Antonio, TX March 2023 — Present
As a Call Center Sales - Customer Solutions Representative, you'll find solutions to maintain and grow existing relationships with our residential customers who request to downgrade or disconnect their Spectrum services. We want our customers to get the best value for their investment in us, and as a Call Center Sales - Customer Solutions Representative, you can help them do just that.
Customer Service Supervisor - UnitedHealth Group
San Antonio, TX October 2007 — May 2023
Primary Responsibilities:
Supervises the daily activities of the Patient Service Representatives to ensure departmental standards are being met along with monitoring and maintaining process flow
Manages the queue of calls to ensure service levels are maintained Tracks attendance and performance of team and individuals Provides performance coaching and feedback, initiates corrective performance management actions following the progressive discipline model up to and including termination as appropriate Performs annual performance reviews of team members during merit cycles
Implements process improvements for team
Resolves patient escalation issues without further escalation by providing superior customer service and advanced problem-solving skills Interviews and selects candidates
Ensures all personnel and department policies/ procedures are being followed. Provides insight and information to policy creation as needed
Sets an example for staff to follow and exemplifies the ability to provide excellent service while exceling in the core functions performed by the Call Center staff
Educates staff of any changes pertinent to their roles and with onboarding new hires
Provides direction and support to staff to assure departmental effectiveness and efficiency
Assumes on-call responsibilities to insure adequate staffing exists and utilizes problem-solving skills when appropriate Resolves all employee and patient concerns for the Call Center. Tracks trends and recommends ways to reduce issues Maintains QA statistics and reports results to the Supervisor Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on staffing levels, employee hires transfers, promotions, salary changes, discipline, terminations, and other similar actions. Resolves grievances and other personnel problems within position responsibilities
Coordinates and prioritizes the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved
Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives Ensures compliance with regulatory agencies. Develops and maintains procedures necessary to meet regulatory requirement Ensures that assigned area comply with established policies, quality assurance programs, safety, and infection control policies and procedures
Ensures adequate equipment and supplies for assigned area Ensures compliance to all health and safety regulations and requirements
Enhances professional growth and development through educational programs, seminars, etc.
Performs similar or related duties as required or directed Regular, reliable and predicable attendance is required EDUCATION
High school diploma
William Howard Taft Senior High School
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