Denisha Coombs
Miami Gardens,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
8
8
years of professional experience
Work History
FEP (Federal Employee Program) Supervisor
GMMI, Inc
10.2018 - Current
- Responsible for ensuring that the agents are following FEP guidelines when answering calls and responding to e-mails by providing correct and concise information as per the brochures and the various sites such as FEPBLUE, Member 360, and alike
- Ensures that agents are managing member-facing issues within the set time frames and following procedures as detailed in the SOPs, performance guidelines, and following company Quality Objectives
- Coaching and Developing the team focusing on product knowledge, process improvement, procedures, performance metrics, phone etiquette, and hard/soft customer service skill sets
- Review call escalations with the team and provide training opportunities individually and as a team
- Responsible for documenting employee performance including but not limited to disciplinary action up to and including termination
- Formulate and issue employee warnings as deemed necessary and go through the HR Department for DocuSign and Employee File placement of such warnings
- Conducts performance reviews for direct reports and provides measurable goals for individuals and the team
- Reviews daily performance and quality reports to identify trends to improve individual/team performance
- Performs random quality checks on calls to ensure that the agents are meeting HIPAA guidelines when communicating with members and/or providers
- Provides appropriate recognition when warranted and gives constructive reviews of the call as well
- Always look for teachable moments to expand knowledge and increase productivity
- Works from and clears the FEP Task Board and minimizes exposures and penalties related to late or incomplete services (issuance of GOBs and answering member-related correspondence within stipulated time frames)
- Performs OFAC clearances as indicated
- Works with the finance team and conducts a process known as re-links
- Reviews the Genesys performance queue and assists with inbound calls and E-mails as needed to meet the SLAs
- Participates in interdepartmental meetings to stay informed of current changes in policies/procedures and to share in the thoughts of continuous improvements to deliver quality and efficient services to our clients and members
- Conducts huddles, meetings, and root-cause problem-solving exercises
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Takes the lead from the Manager, FEP Quality Assurance & Operations to work on projects as needed and interacts with internal and external employees (FEPDO/CareFirst/Providers/Other).
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Established administrative work procedures to track staff's daily tasks.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
FEP (Federal Employee Program) Assistant Coordinator
GMMI, Inc
01.2018 - Current
- Coordinate and handle daily tasks related to active cases
- Responsible for execution of all GMMI Client Services Department operating tasks according to GMMI’s Quality policies
- Works according to Client Specific Procedures, Client Services Department Handbook, and other GMMI ISO and Lean operational procedures
- Prioritized, delegated, and ensured proper completion of multiple work assignments to maintain delivery of high-quality customer service
- Handle incoming and outgoing calls while simultaneously working on incoming emails (Internally and externally)
- Skilled in resolving customer issues quickly and efficiently, while utilizing strong interpersonal and communication skills
- Collaborate with the Network/Finance/Medical/Claims team to solve escalations.
- Collaborated with cross-functional teams to develop innovative solutions for complex challenges.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Promoted an inclusive workplace environment where diversity was valued, leading to more innovative ideas being shared among team members.
- Assisted with planning and coordinating day-to-day and special program activities.
- Created and updated records and files to maintain document compliance.
- Conducted research to assist with routine tasks and special projects.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Trained and supervised employees on office policies and procedures.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Strengthened communication between team members by establishing clear channels for information sharing.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to deadlines.
- Increased participant satisfaction through attentive communication and timely resolution of concerns.
- Supported team members by coordinating schedules, resources, and information sharing to achieve program goals.
- Promoted a positive work environment through effective communication, teamwork, and problem-solving skills.
- Ensured compliance with organizational policies and procedures while executing program tasks efficiently.
- Adapted quickly to changing priorities while maintaining a high level of attention to detail in all aspects of role responsibilities.
- Provided ongoing support to Program Coordinator in planning, execution, and evaluation of various initiatives within the department.
- Assisted in the recruitment, onboarding, training, and support of new team members to maintain a high-performing workforce dedicated to achieving program objectives.
- Provided leadership, guidance and support to staff members.
Customer Service Associate
Iqor
01.2018 - 01.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces
- Cross-trained and provided backup support for organizational leadership
- Answer inbound calls as well as place outbound calls to resolve customer inquiries
- Build lasting relationships with clients, customers, and other call center team members based on trust and reliability
- Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
- Meet department productivity and quality standards
- Strive for first-call resolution and take true ownership of customer needs and issues
- Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns
- Take an active role in educating customers about our client's products and services.
- Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours.
- Assisted customers in finding suitable products, leading to increased sales and repeat business.
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Improved overall service desk performance by regularly reviewing calls and providing constructive feedback to colleagues.
- Maintained detailed records of customer interactions for accurate tracking and future reference.
- Handled complex customer issues with diplomacy, working towards mutually beneficial resolutions while upholding company standards.
- Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.
- Exceeded performance metrics consistently, setting an example for fellow team members as a top-performing associate.
Shift Supervisor
Five Guys
01.2016 - 01.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Prepping fresh products every morning
- Ensuring that employees are fully dressed in their uniforms
- Assigning daily tasks to employees
- Managing Labor
- Handling daily deposits
- Making employees take their breaks
- Getting store ready for the next shift
- Handling daily inventory
- Assisting employees with preparing customers' orders while providing excellent customer service.
Education
Home Health Aide | Health Administration Certification -
Everest Institute
12.2011
High School Diploma -
Miami Norland Senior High School
12.2007
Skills
- Strong sense of empathy, urgency, attention to detail, and multitasking capabilities
- Team-Oriented
- Quick decision-making and locating resources under time constraints
- Excellent Communication, Written, and Organizational skills
- Time-Management
- Project Coordination
- ADP Management
- Excellent Phone Etiquette
- File & Data Retrieval Systems
- Strategic Planning
- Administrative Support
- Creative Problem Solving
- Quick learner and able to work well in a team-based environment
- Strong written, communication, and organizational skills
- Highly adaptable and able to work on multiple projects with changing priorities
- Exceptional interpersonal and analytical skills
- Very meticulous at paying attention to details
- High Level of Accuracy
- Filing
- Office Administration
- Data Entry
- Recruiting
- Training and coaching
- Microsoft Outlook
- Documentation and Recordkeeping
- Spreadsheets
- Paperwork drafting
- Verbal Communication
Awards
- Home Health Aide Certificate
- Health Administration Certificate
- Completion of Program Certificate
Timeline
FEP (Federal Employee Program) Supervisor
GMMI, Inc
10.2018 - Current
FEP (Federal Employee Program) Assistant Coordinator
GMMI, Inc
01.2018 - Current
Customer Service Associate
Iqor
01.2018 - 01.2021
Shift Supervisor
Five Guys
01.2016 - 01.2018
Home Health Aide | Health Administration Certification -
Everest Institute
High School Diploma -
Miami Norland Senior High School