Asheena Riley
Rochester,NY
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
8
8
years of professional experience
Work History
Appeals Supervisor
Maximus Call Center
09.2018 - Current
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Monitored workflow to improve employee time management and increase productivity.
- Generated reports detailing findings and recommendations.
- Maintained compliance with company policies, objectives, and communication goals.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Proved successful working within tight deadlines and a fast-paced environment.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
Mail Sorter
Matheson Flight Extenders
10.2022 - 01.2024
- Improved overall workplace safety through proper handling of hazardous materials and packages.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Received and sorted incoming mail, ensuring accurate delivery to intended recipients.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Assisted in the training of new employees, sharing best practices for efficient mail sorting processes.
- Participated in quality assurance initiatives aimed at minimizing errors and enhancing overall operational performance.
- Maximized productivity by efficiently managing workflow during peak hours or periods of high volume activity.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Team Leader - Appeals
Maximus Call Center
02.2017 - 09.2018
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Gained extensive knowledge in data entry, analysis and reporting.
- Identified issues, analyzed information and provided solutions to problems.
Customer Service Representative
Maximus Call Center
08.2016 - 02.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Benjamin Franklin High School Bio Science Academy
Rochester, NYSkills
- Complex Problem-Solving
- Business Development
- Process Monitoring and Improvement
- Priority management
- Staff Development
- Analytical Thinking
- Goal-Oriented
- Expectation setting
- Training and mentoring
- Staff Management
- Multitasking
- Critical Thinking
Timeline
Mail Sorter
Matheson Flight Extenders
10.2022 - 01.2024
Appeals Supervisor
Maximus Call Center
09.2018 - Current
Team Leader - Appeals
Maximus Call Center
02.2017 - 09.2018
Customer Service Representative
Maximus Call Center
08.2016 - 02.2017
High School Diploma -
Benjamin Franklin High School Bio Science Academy