Julianna Potts
Pittsburgh,PA
Summary
Experienced professional with nine years of customer service expertise across diverse industries. Demonstrated leadership skills with two years of managerial experience. Committed to training and guiding teams to improve performance. Passionate about problem-solving and boosting team morale. Seeking a position that aligns with growth and career aspirations for long-term sustainability and fulfillment.
Overview
6
6
years of professional experience
Work History
Personal Service Representative
UPMC
05.2024 - Current
- Welcomed patients and promoted the use of consumer-friendly technologies
- Educated patients on copayments and financial responsibilities; collected payments when applicable
- Scheduled follow-up appointments and connected patients with financial advocacy resources
- Updated patient demographics and insurance information
- Promoted a culture of service excellence within UPMC facilities
- Managed multiline phone system, triaging calls to appropriate departments
- Handled sensitive HIPAA-protected paperwork, responded to CRMs, and processed various forms
- Maintained detailed records on all interactions with clients, allowing for personalized follow-ups and targeted recommendations.
- Established rapport with patients over time there by increasing repeat clientele who sought my help specifically.
- Provided support during high-stress situations, helping patients remain calm while finding effective solutions to their problems.
- Participated in team meetings and staff training sessions.
- Handled incoming mail, faxes and invoices and completed appropriate actions.
- Streamlined office processes for efficiency, resulting in reduced wait times for clients.
Operations Manager
First Watch
08.2022 - 12.2022
- Managed a daytime café in Pittsburgh
- Oversaw opening/closing duties and cash handling
- Managed both FOH and BOH staff, serving up to 700 customers daily
- Created prep lists, weekly reports, and handled interviews
- Ensured cleanliness, managed temp logs, handled truck orders, and addressed customer complaints
- Managed labor and production to ensure operational efficiency
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Shift Supervisor
Starbucks
08.2021 - 09.2022
- Worked across six district locations, collaborating with 9 Store Managers and 2 District Managers
- Oversaw loading and unloading of packages in store.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Managing daily operations and training
- Organized inventory orders, maintained health safety guidelines, and operated cash management
- Revitalized store morale, improved drive-thru times, and enhanced customer connections
- Dealt with challenging situations, maintaining an optimal service environment
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly
- Trained new employees while delegating daily tasks and responsibilities.
Receptionist
General Wire Spring Company
10.2018 - 04.2020
- Provided customer service at the main entrance and managed mufti system phone lines
- Utilized DocuClass, Java, Microsoft Office, and Avante Programs for data management
- Processed invoices, sales reports, inventory reports, and warranty cards
- Assisted colleagues with tasks, including remittances, spreadsheets, and mail sorting
- Laid off during the pandemic
Education
Bachelor of Science - Criminology
SNHU
Manchester, NH01-2027
Bachelor of Science - Forensic Science
La Roche College
Pittsburgh, PA01.2018
High School Diploma -
West Allegheny Shs
Imperial01.2017
Skills
- Avante Program
- Docuclass Program
- Office, Retail and Operational Management
- Microsoft Office Programs
- Insurance Verification
- JavaScript Program
- Adobe Program
- MSDS experience
- Remittances
- Missionary work
- Letters-Mailing-Emailing
- Organizational Skills
- Scanning Documents
- Barista
- Cash Management
- Grocer Experience
- Childcare Experience
- Server
- Clean Up Crew
- Data Central System
- FushionPrep Program
- KDS System
- Opening of a New Location
- Creative Thinking
- Problem Solving
- Situational De-escalation conversations
- Labor Costs / Sales
- Morale Upbringing
- HIPAA compliance
- EPIC program
- Triage routing
- Patient Confidentiality
- FMLA
- Registration
- ONAFs
- Organization skills
- Team leadership
- Goal oriented
- Employee relations and conflict resolution
- Staff motivation
- Workflow optimization
- Labor and food cost control
- Database administration
- Onboarding and orientation
- Delegation
- Front desk operations
- Account management
- Forecasting and scheduling
- Building relationships
- Inventory Management / Record keeping
- Operations monitoring
- Workplace safety
- Customer/Client relations
- Data entry proficiency
- Operational efficiency
- Appointment scheduling
- Strong work ethic
- Planning and implementation
- Training /Mentoring
- Staff collaboration
- OSHA regulations compliance
- Multi-line telephone skills
- Medical terminology
- Employee attendance monitoring
- Daily workflows
- Customer relationship management (CRM)
Timeline
Personal Service Representative
UPMC
05.2024 - Current
Operations Manager
First Watch
08.2022 - 12.2022
Shift Supervisor
Starbucks
08.2021 - 09.2022
Receptionist
General Wire Spring Company
10.2018 - 04.2020
Bachelor of Science - Criminology
SNHU
Bachelor of Science - Forensic Science
La Roche College
High School Diploma -
West Allegheny Shs
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