11202 Suffolk DR A.

Coordinate the day to day operations of the facility by employing strategic communication and problem solving skills. Spearheads operational optimization of quality performance in the facility while being responsible for providing supervision and assistance to stimulate the developmentally disabled residents. Works with the house manager to maintain the day-to-day functions of the facility. Administers medications to residents in a timely and accurate manner. Key stakeholder in the policies and procedures development to ensure high quality standards and safety and also to analyze facility activities and data in order to mitigate risks and streamline clinic operations. Personnel management and training new employees to bridge knowledge gap on clinic operations and the management of residents.

* Directed the day to day customer service operations by being the first point of contact for guests and providing elite customer service at the phone and face to face to ensure a high guest satisfaction rate. Partnered with guests and personnel to facilitate resolution of client's questions and concerns and to streamline organization operations. * Responded to customers' queries regarding their health care debit cards and transactions including specific card usage, decline reasons, and lost/stolen card replacements and ordering additional cards. * Implemented new software which helped to facilitate smoother card transactions for customers and provided them with how to functionally use their cards online or at their point of sale. * Investigated complex issues including those that cannot be dealt with during the first call and contacted customers with resolutions, disputed transactions, fraud, double payments, and other card related issues. * Conducted routine maintenance activities on the card records including activation, demographic changes, and promoted use of self- service functionality by informing callers of its availability and capabilities. * Handled escalated and supervisor related calls, trained and mentored new and temporary employees during open enrollment. * Assisted customers enroll in new health care programs and obtain their cards and membership information.