Ahkiema Johnson
Redlands,CA
Summary
With over 10 years of experience in customer and community service relations, successfully administering training in staff development, quality telecommunications, and administrative support. Proven leadership abilities, collaborative teamwork approach, and problem-solving skills ensure consistent delivery of quality results and customer satisfaction. Committed to maintaining high standards of efficiency and effective performance to contribute to organizational success.
Overview
11
11
years of professional experience
Work History
TEAM MANAGER
Kaiser Permanente
10.2016 - Current
- Is a direct contact resource to collaborate with department Chiefs, DAs and ADAs, Project Managers, etc to strategize/implement appointment booking guidelines and work-flows
- Sets individual performance goals for the team and provided coaching to ensure achievement of regional metric standards
- Creates and develops plans to ensure team achieves business objectives in accordance with the department access standards
- Works in partnership with Appointment Services Analysts in monitoring agent productivity/schedules/alarms/coding by utilizing the Employee Workforce Management system, CC Pulse, Interactive Insights, etc
- Maintain open lines of communication with clinical staff to provide detail-oriented workflow changes which increases the focus on customer satisfaction
- Translates needs, issues and directs the collecting and analyzing of numerical and qualitative data
- Engages/implements in various projects as assigned, as well as performs all other duties as directed by senior managers (Department Administrator and Operations Managers).
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
Appointment Clerk
Kaiser Permanente
06.2014 - 10.2016
- Operates in high volume, structured call center environment
- Experience in Quality Assurance and Training; Mentored on-board new hires
- Facilitates staff meetings/huddles, relaying important call center news and information
- Performs outreach calls for scheduling preventative health alerts
- Achieved and out-performed set of targets of the organization by the stipulated deadline and percentage goals
- Developed reputation as an efficient service agent with high levels of accuracy.
Program supervisor
City Of Fontana - Community Services Department
07.2013 - 06.2014
- Provide quality programming for staff, students, parents and community
- Partner with organizations to implement new routines, policies and academics
- Implemented strategies to increase program effectiveness
- Ensures responsibilities of staff meets the established performance standard
- Working with stakeholders to acquire donations for youth development
- Provide cross-training opportunities to new staff employees.
- Evaluated program performance regularly, using data-driven insights to inform future decision-making processes.
- Facilitated regular team meetings, keeping staff informed about updates, changes, or upcoming events related to the program they supervised.
Education
Bachelor of Arts - Communication- Relational and Organizational Communication Concentration
California State University San Bernardino
Associate of Arts - Liberal Arts and Sciences, Universal Studies of Sociology and Behavioral Sciences
Chaffey College
Skills
- Knowledge of database management programs
- Data quality assurance processes
- Self-starter
- Adaptable leadership style
- Critical thinking skills
- Team building
- Inquiry resolution
Hobbies
I enjoy meditation, reading romance novels and going wine tasting.
Timeline
TEAM MANAGER
Kaiser Permanente
10.2016 - Current
Appointment Clerk
Kaiser Permanente
06.2014 - 10.2016
Program supervisor
City Of Fontana - Community Services Department
07.2013 - 06.2014
Bachelor of Arts - Communication- Relational and Organizational Communication Concentration
California State University San Bernardino
Associate of Arts - Liberal Arts and Sciences, Universal Studies of Sociology and Behavioral Sciences
Chaffey College