Microsoft Office Suite
April DuBose
Supervisor/Quality Analysis
Marianna,FL
Summary
A strong leader, with a motivated attitude and positive outlook. Experienced supervisor with over 15 years of experience in the customer service industry. Highly organized, with a proven track record of successfully managing a team. Well versed in supervisory duties, with an excellent reputation for both analyzing interaction quality and improving interactions by coaching agents. Skilled multitasker, able to work independently as well as collaborate on a team. Proficient in various platforms, cloud based software, and MS office programs. Adaptable and works well under pressure. Excellent time management skills combined with a superior knowledge of the customer service industry.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Supervisor/Internal Trainer
MCI
Sioux City, IA
03.2021 - Current
- Worked independently and on teams in accordance with company values to solve problems and achieve future goals
- Established open and professional relationships with team members and superiors to achieve quick resolutions to issues and provide progress updates, as well as to maintain consistent flow of information between units
- Managed schedules of 70 agents, accepted time off requests and found coverage for short shifts
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Organized and prioritized work to complete assignments effectively and efficiently
- Performed continuous evaluations for content and effectiveness, adapting training plans for client needs, keeping timelines, budgets and desires in mind
- Tracked attendance and evaluated progress for agents and assigned trainees
- Trained agents on customer service skills, client systems and on maintaining compliance with company and client policies
- Monitored phone calls, time and adherence to schedules; coached as needed; distributed REIMs to discuss opportunities for growth
- Recorded tutorial videos to aid in both initial training and continued education to improve interactions between agents and members
- Provided daily support to 70-80 agents via networking platforms, disseminating new information and enabling agents to be more effective CSRs
- Reviewed workforce management reports and agent timecards for payroll purposes daily
- Tracked and prepared quarterly reports to present to leadership
- Organized contests and established goals to optimize productivity and improve employee morale
- Worked with management team to implement proper division of responsibilities
Quality Assurance Specialist
Global Medical Transcription
Yonkers, NY
01.2016 - 12.2019
- Effectively carried out job duties remotely with minimal oversight needed
- Assisted in maintenance of medical charts and/or electronic medical record filing, Op Reports, test results and home care forms
- Recorded information using word processing, dictation and transcription software and equipment
- Reviewed patient charts for accuracy, correcting grammar and syntax errors before submission to clinic
- Identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation
- Referred to variety of medical sources to prevent mistakes in medical terms
- Demonstrated excellent skills to understand diverse accents and dialects
- Worked cohesively with physicians and other clinical staff to complete transcriptions
- Followed all HIPAA rules and regulations regarding patient confidentiality
- Maintained 98% accuracy rate for spelling and content
- Transcribed sensitive documents with complete confidentiality from dictations using InScribe
Education
Bachelor of Science - Cognitive Science
Ashford University
San Diego, CA 01.2011 - 03.2013
Skills
Agent rapport
Software
Cloud based software
File Transfer Protocol
Communication platforms
Timeline
Supervisor/Internal Trainer
MCI
03.2021 - Current
Quality Assurance Specialist
Global Medical Transcription
01.2016 - 12.2019
Bachelor of Science - Cognitive Science
Ashford University
01.2011 - 03.2013
Similar Profiles
Skyla smithSkyla smith
Customer Service Representative at MCICustomer Service Representative at MCI
Shaniya MooreShaniya Moore
Customer Service Representative - Remote at MCICustomer Service Representative - Remote at MCI
Sheltoria MurphySheltoria Murphy
Customer Service Call Center Representative Remote at MCICustomer Service Call Center Representative Remote at MCI
ASHIA NORWOODASHIA NORWOOD
Customer Service Representative at MCICustomer Service Representative at MCI
Kristen ArnetteKristen Arnette
Speech and Language Pathologist at Washington RehabSpeech and Language Pathologist at Washington Rehab