Deitra Carter
Brentwood,TN
Summary
Career oriented with over 15 years of longevity in my work experience. I pride myself of having a strong work ethic, morale, and dedication plus 10 years of strong communication, organization skills, client relationship building, plus providing retention services to diverse individuals; Great Interpersonal skills and wonderful work ethic. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences.
Overview
6
6
years of professional experience
Work History
CALL CENTER SUPERVISOR
ARCHIEMEDES RX
01.2024 - Current
- Guides teams to achieve superior performance and excellence through consistent coaching
- Conducted candidate interviews and streamlined the hiring process
- Enforced compliance with call readiness requirements
- Achieved KPI metrics efficiently
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Provided guidance, training, coaching and mentoring to call center team members.
- Developed and implemented customer service policies and procedures.
OPERATIONS SUPERVISOR
NATIONSBENEFITS
08.2021 - 03.2023
- Coaches' teams to high levels of quality, performance and excellence through performing call quality, adherence, and attendance coaching
- Supports activities that foster improved products and services for the client
- Preparation of payroll, approval and denials, processing of timecards
- Handles sensitive employee situations with proper confidentiality and professionalism
- Provides performance reporting for team as required
- Attending Daily, Weekly and Monthly management meetings
- Ensure team members are held accountable to their schedule adherence and logged in, available for calls when at their desk
- Ensures that team members have information and tools necessary to attain established quality and productivity metrics
- Interviewing, onboarding for new hires, point of contact for all new hires, process payroll
PROGRAM COORDINATOR/SURGERY SCHEDULER
VANDERBILT MEDICAL CENTER
05.2018 - 08.2021
- Serve as access hub for patients, referring providers, Vanderbilt community
- Ensure compliance of patient care needs with providers and staff
- Served as a liaison between external organizations and partners involved in delivering programming services.
- Managed the day-to-day operations of the program, ensuring compliance with applicable policies and regulations.
- Maintained up-to-date records related to program activities.
Education
COURSEWORK COMPLETED RELATED TO NURSING/HEALTHCARE -
UNIVERSITY OF MEMPHIS
05.2000
Skills
- Strong Communication
- Follow all Rules/Regulations
- ADP Payroll
- People Leader
- Team Player
- Medical and Insurance Knowledge
- Manager of More than 60 employees
- Medicare Knowledge
- Customer service, Phone plus Listening skills
- Multitasking, problem solving, as well as resolving conflicts
- Development of Attendance and process
- Training Coordination
- Coaching and Mentoring
- Employee Motivation
- Reporting skills
- Interpersonal Skills
- Time Management
- Team Management
- Organizational Skills
- Operations Management
- Adaptability and Flexibility
- Problem-solving aptitude
- Relationship Building
- Attention to Detail
- Analytical Skills
Timeline
CALL CENTER SUPERVISOR
ARCHIEMEDES RX
01.2024 - Current
OPERATIONS SUPERVISOR
NATIONSBENEFITS
08.2021 - 03.2023
PROGRAM COORDINATOR/SURGERY SCHEDULER
VANDERBILT MEDICAL CENTER
05.2018 - 08.2021
COURSEWORK COMPLETED RELATED TO NURSING/HEALTHCARE -
UNIVERSITY OF MEMPHIS
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