Patricia Gilbert
Joliet,IL
Summary
Dynamic Team Lead at Optum, UnitedHealth Group, recognized for enhancing operational efficiency and customer satisfaction through strategic process improvements. Skilled in coaching and mentoring, I fostered team cohesion and reduced response times, while leveraging attention to detail to drive performance metrics and ensure high-quality service delivery.
Overview
28
28
years of professional experience
Work History
Team Lead
Optum, UnitedHealth Group
10.2016 - Current
- Implemented process improvements that reduced response times and increased customer satisfaction ratings.
- Led team of customer service representatives to enhance operational efficiency and improve service delivery.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Analyzed performance metrics to identify trends and drive strategic decision-making initiatives.
- Monitored daily performance metrics, providing actionable feedback to team members for continuous improvement.
- Developed training programs for new hires, fostering skill development and promoting team cohesion.
Lead Dialysis Technician
Sun Health Dialysis
01.1998 - 10.2016
- Operated dialysis machines to ensure patient safety and treatment effectiveness.
- Assisted in training new technicians on equipment operation and safety protocols.
- Maintained accurate patient records, ensuring compliance with healthcare regulations.
- Collaborated with healthcare team to develop individualized patient care plans.
- Implemented infection control measures, reducing risk of complications during treatments.
- Promoted health education among patients, offering guidance on dietary restrictions and self-care strategies related to kidney disease management.
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Proficient in multitasking
Accomplishments
- 2023 Optum SuperHero award winner
- Supervised team of 27 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with multiple software teams to develop different automations to reduce handle times and manual charting.
Timeline
Team Lead
Optum, UnitedHealth Group
10.2016 - Current
Lead Dialysis Technician
Sun Health Dialysis
01.1998 - 10.2016