Giselle Bernius
Metairie
Summary
Results-oriented professional with extensive experience in service operations and team management. Skilled in problem-solving, strategic planning, and workflow management, leading to improved customer retention and operational efficiency.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Operations Specialist
Briggs Equipment
Saint Rose, LA
07.2023 - Current
- Coordinated service requests, ensuring timely resolution and high customer satisfaction.
- Analyzed operational processes to identify areas for improvement and enhance efficiency.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Managed a team of service technicians, ensuring high-quality work performance and adherence to company standards.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex service issues, improving customer retention rates.
- Process invoices and purchase orders with accuracy, ensuring proper documentation,timely approvals, and alignment with company policies
- Produces accurate, timely quotes by analyzing scope, labor, and materials while ensuring clear communication of pricing and timelines
Customer Service Manager
Quipt Home Medical
Metairie, LA
02.2018 - 07.2023
- Led team in improving customer satisfaction scores through enhanced service protocols.
- Managed escalated customer issues, resolving conflicts effectively while maintaining company standards.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Department Lead
Access Respiratory Homecare
Metairie, LA
04.2008 - 02.2018
- Supervised daily operations of respiratory equipment distribution, ensuring compliance with company standards.
- Trained and mentored staff on procedures for patient care and equipment handling.
- Implemented process improvements to streamline inventory management and reduce turnaround time.
- Collaborated with healthcare providers to enhance patient service delivery and satisfaction.
- Led cross-functional teams in executing strategic initiatives aligned with organizational goals.
- Delegated tasks efficiently, maximizing the use of resources while maintaining high-quality output from the team members.
- Coordinated efforts among team members during times of change or crisis management situations.
- Collected, arranged, and input information into database system.
Assistant Manager
Kwik Copy
Kenner, LA
01.2003 - 04.2008
- Managed daily operations to ensure efficient workflow and customer satisfaction.
- Developed training programs for new staff, enhancing team performance and productivity.
- Implemented inventory management systems, reducing waste and optimizing supply levels.
- Coordinated marketing initiatives to increase brand visibility and customer engagement.
Education
Business Administration
University of New Orleans
New Orleans, LA05-1995
Skills
- Operational excellence
- Workflow management
- Incident management
- Business process mapping
- Problem-solving aptitude
- Quality assurance
- Time management abilities
- Strategic planning
- Customer relationship management
- Adaptability and flexibility
- Multitasking Abilities
Accomplishments
- Supervised team of 10 staff members.
- Enhanced overall service operations.
- Proficient in salesforce
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Forklift Certified
Timeline
Service Operations Specialist
Briggs Equipment
07.2023 - Current
Customer Service Manager
Quipt Home Medical
02.2018 - 07.2023
Department Lead
Access Respiratory Homecare
04.2008 - 02.2018
Assistant Manager
Kwik Copy
01.2003 - 04.2008
Business Administration
University of New Orleans