Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Camalle Laster

Hiram,GA

Summary

Tier II Technical Support/Coordinator with over two decades of dedicated experience in customer service and technology operations. Proven ability to excel in dynamic, fast-paced environments, showcasing advanced problem-solving skills and exceptional time management capabilities. Noteworthy achievements include authorizing cooperatives on a national scale, managing blackout processes for major sports networks, and overseeing complex international authorizations and authorizations.

Overview

19
19
years of professional experience

Work History

Members Engagement Coordinator

Signify Health
03.2024 - Current
  • Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
  • Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider.
  • Present a positive, professional, and high energy approach to clients, health plan members, and team members.
  • Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.
  • Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested.
  • Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems.
  • Report member complaints and escalations immediately to Member Engagement Managers.
  • Participate in peer side-by-side coaching as needed.
  • Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.

Distribution Technology: Operations Coordinator

Warner Bros. Discovery
Atlanta, GA
03.2007 - 10.2023
  • Approved authorizations for Domestic National Cooperatives, NCTC, and regions including LATAM and the Caribbean.
  • Managed and monitored NBA and MLB blackouts, ensuring TV Everywhere accuracy for subscribers of nationwide accounts; analyzed MLB blackout reports, identifying inconsistencies for upcoming MLB games.
  • Scheduled and executed CNN and TCM LA Blackouts for Turner International feed.
  • Escalated and responded to emails for EMEA and APAC regions.
  • Conducted user interface checks, monitoring networks for CNN, TNT, TBS, Cartoon, Boomerang, TruTV, HBO Max, HLN, and TCM, addressing discrepancies.
  • Handled email requests from the Turner International sales department for authorizations/authorizations.
  • Ran and analyzed monthly audit reports for both Domestic and International operations.
  • Project manager of a process for Authorizations for clients: Analyzed Distributor Questionnaire Forms, researched encryption and Copy Content, and researched and investigated set-top boxes.

Operations Coordinator

Time Warner Cable (Now Spectrum)
Atlanta, GA
07.2009 - 02.2007
  • Supervised dispatchers, optimizing field technicians’ access for efficient work order management.
  • Coordinate schedules and routes to drivers or field personnel and ensuring efficient service operations, this includes tracking vehicle locations and manage real time updates.
  • Handled a high volume of inbound calls (400-500 daily) from customers, ensuring prompt and effective communication.
  • Implemented a robust system for tracking time frame misses, enhancing accountability for contractors and technicians.
  • Managed the routing and printing of work orders, streamlining processes.

Education

High School Diploma -

Juneau Business High School
Milwaukee, WI
06-1984

Skills

  • Oracle Imaging and Process Management
  • Harmonic Distribution Management System
  • Millennium Net-Production
  • Volicon Observer
  • Kofax Transformation Modules
  • Technical Support
  • Exceptional Customer Service
  • Microsoft Excel
  • International Operations
  • High Volume calls
  • Fast Paced Environments
  • Project Management

Timeline

Members Engagement Coordinator

Signify Health
03.2024 - Current

Operations Coordinator

Time Warner Cable (Now Spectrum)
07.2009 - 02.2007

Distribution Technology: Operations Coordinator

Warner Bros. Discovery
03.2007 - 10.2023

High School Diploma -

Juneau Business High School
Camalle Laster