Alex Gerbic Email & Phone Number

United States

Columbus, Ohio, United States

• Leader overseeing 6 supervisors managing a team of over 70 employees collectively
• Utilize real-time and historical data to inform strategic staffing decisions, ensuring customer service level agreements are met.
• Liaison between the Network Services team and team of 40-110 contracted external service workers ensuring adherence to program expectations.
• Developed and implemented an effective external interview process, identifying top talent and streamlining hiring operations.
• Spearheaded the merger of Account Specialist and Account Coordinator roles, optimizing staff utilization by saving the company 15-30 full-time positions and over $500,000/year.
• Managed program’s $50,000 employee engagement budget

Columbus, Ohio Metropolitan Area

• Managed personal and professional growth for eight Account Coordinators, fostering a positive and productive team environment.
• Acted as the main communication link between frontline team members and senior leadership.
• Conducted daily qualitative and quantitative reviews of team interactions, providing regular feedback, and coaching to team.
• Provided tactful support to escalated customers.
• Served as a mentor for seven Pod Leads assisting them with coaching conversations, data analysis, and culture building initiatives.

Columbus, Ohio

• Worked with providers, pharmacies, and patients to troubleshoot roadblocks in both the prior authorization and ScriptHero discount card retrieval processes
• Successfully completed 50+ user interactions daily establishing myself as a top volume performer on the Account Coordinator team.
• Conducted engaging training sessions for new hires on inbound phone call processes as part of the shadow team.

Dayton, Ohio, United States

• Responsible for capturing performance videos from the WGI World Championships for two weeks every spring
• Edit engaging content to further promote the WGI brand
• Stay current with social media metrics and trends

Columbus, Ohio Area

• Facilitate customer satisfaction and retention by implementing customer contact points at branch
• Ensure all customers are compliant through our safety OFAC screening system
• Monitor and updated truck mileage reports to ensure all necessary maintenance is performed in a timely manor
• Improved customer service score by 20% in first 3 months at branch

• Provided excellent customer service to customers from beginning to end of the rental process
• Helped improve branch’s service quality index 11 points in a span of 3 months
• Developed and maintained relationships with eight body shops and dealerships in the Dublin area
• Ranked second out of over 50 management trainee employees in Columbus on the Enterprise Matrix based on sales and service success
• Monitored all aspects of vehicle inspection and maintenance

Miamisburg, Ohio

• Staff Development Committee Member
• Improved staff member’s job execution by evaluating performance and providing constructive feedback
• Created leadership and teaching process class curriculum used at all 15 clinics operating in 11 states Summer Clinic Staff Member
• Educated high school marching band leadership teams and drum majors across the country in musicianship and leadership
• Developed camp operational strategies to enhance and improve students learning and experience
• Increased exposure of the FJM brand by developing new marketing tactics, strategies, and products

-Met with perspective families and facilitate campus visits as an ambassador for the University-Knowledgeable resource for perspective students about campus operations, organizations, and offerings-Helped in the recruitment of the highest academically prepared class a BGSU

-Primary campus resource for engagement, safety, security, and academic success for 32 residents-Managed residence hall nightly to ensure the safety of over 300 residents-Gained customer service experience by monitoring and managing front desk area-Promoted safety of students by corresponding and working with numerous campus resources-Selected as Resident.

Elyria OH

-Managed recruitment and onboarding processes for co-op program-Updated and maintained job postings on university websites as well as our Open Hire Applicant Tracking System-Coordinated logistics for career fairs and other recruitment efforts-Collaborated with hiring managers to develop a recruiting strategy to aid in the selection of qualified candidates.