Isacc Gonzales

Operations Supervisor @Accolade, Inc.

El Paso, TX, US

In my role at Accolade, Inc, I focus on enhancing operational efficiency and team performance through meticulous quality evaluations and data-driven insights. By fostering collaboration among quality assurance and leadership teams, I ensure consistent grading practices. My efforts in monitoring patient satisfaction lead to targeted improvements that significantly elevate service quality.Key Contributions: Assure accurate payroll and compliance by verifying and submitting weekly timecards. Enhance team responsiveness by delivering real-time support via Slack communication channels. Achieve consistent attainment of key performance goals by delivering targeted coaching to care advocates. Accelerate team readiness by facilitating training and onboarding during level 1 transition and nesting phases. Enable 60% of team to achieve gold status, 30% silver, and 10% bronze via oversight of quarterly bonus distribution. Reach 87% of cultural goal in El Paso, TX, by collaborating with spirit committee to promote strong workplace culture. Contribute to 98% customer retention rate in mid-market/enterprise segment by delivering superior service and engagement. Boost team outcomes by identifying performance gaps and trends, followed by initiating corrective action plans and personalized coaching. Sustain top-tier performance benchmarks including 92%+ CSAT, 85%+ QA, 70%+ NPS, 8%+ Clinical Enhancement, and ≤5-day follow-up turnaround.

Strayer University

Bachelor's Degree, Business Administration and Management, General

Strayer University

Associate's degree, Business Administration and Management, General