Kristy Gaines

San Diego

Summary

Results-oriented leader with 15+ years of customer service experience, including over 4 years in grocery retail and 12 years in the medical field. Experienced in both front and back office roles with a strong track record of operational leadership, staff development, and patient-centered care. Currently seeking to transition back into the medical field.

Overview

years of professional experience

Work History

Various Roles

Vons

06.2020 - Current

Progressively promoted from Checker to Assistant Store Director, demonstrating strong leadership and operational skills
Supervised front-end teams, handled scheduling, cash office procedures, and customer service resolution
Served as District Trainer for Hiring across multiple stores, training new team members on systems and onboarding
Collaborated with department managers to ensure food safety, compliance, and merchandising standards
Led implementation of store programs, coached team members using performance and satisfaction metrics
Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.
Developed and maintained courteous and effective working relationships.
Proven ability to learn quickly and adapt to new situations.
Managed time efficiently in order to complete all tasks within deadlines.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Strengthened communication skills through regular interactions with others.

Server / Manager

Chicken Charlie’s

04.2024 - 01.2025

Delivered prompt and friendly customer service in a high-volume restaurant environment
Assisted in team supervision, training, and shift coordination
Handled opening procedures, POS transactions, and customer issue resolution
Supported inventory, cleanliness standards, and operational flow
Monitored server performance and provided feedback to enhance server delivery.

Office Manager / Back Office Medical Assistant

Roger Freeman, M.D.

10.2013 - 02.2021

Managed patient records, referrals, HIPAA compliance, disability paperwork and EDD
Scheduled clinical/surgical appointments and coordinated pre-op and post-op care
Obtained Sharp Community Medical Group authorizations, Workers’ Comp authorizations, and PPO approvals for imaging, injections, and specialty referrals
Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Coordinated home health appointments and obtained insurance authorizations for services
Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Preformed injections, suture removal, staple removal and assisted with in office procedures.
Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
Provided front and back office support including check-in, vitals, and co-pay collection
Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
Answered patient calls, addressed complaints, and ensured high levels of patient satisfaction
Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
Created new patient charts and scanned documentation before and after appointments into EHR system.

Education

Medical Assistant -

UEI

01.2009

Skills

Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Time management

Flexible and adaptable
Organizational skills
Calm under pressure
Multitasking Abilities

Awards

Above and Beyond Award for Patient Satisfaction, Sharp Community Medical Group, 04/01/19

Timeline