Diashuna Tomlin
Philadelphia,Pennsylvania
Summary
To obtain a position in a company utilizing my knowledge and skills developed through experience and education. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
26
26
years of professional experience
Work History
Operations Manager
PRWT Services Inc.
Philadelphia, PA
10.2023 - Current
- Monitored and improved efficiency of processes, team performance, and customer service.
- Conducted regular reviews of existing policies and procedures for continuous improvement.
- Directed staff by providing guidance, training, and support in order to meet clients objectives.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Effectively managed staff workload through strategically assigning tasks and defining clear goals.
- Formed and sustained strategic relationships with both Conduent and SEPTA.
- Collaborated with SEPTA on quality audits.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Resolve escalated customer complaints promptly and professionally.
- Developed quality assurance standards and established targets for all staff.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Reviewed completed work to verify consistency, quality, and conformance.
QA Supervisor/Trainer
PRWT Services Inc.
Philadelphia, PA
07.2014 - 10.2023
- Supervised, trained, and monitored staff.
- Evaluated agent's performance in customer interactions by conducting regular quality audits, ensuring adherence to client standards and metrics while assessing service quality.
- Provided support to staff for resolution of different problems.
- Facilitated staff in meeting service level and production goals.
- Implemented refund processes in accordance with established guidelines.
- Evaluated refund requests and forwarded for final approval to SEPTA.
- Ensured high levels of customer satisfaction through efficient problem-solving and communication
- Provided effective support for service requests, maintaining a high level of customer satisfaction. Successfully addressed all customer inquiries and resolved any concerns.
- Generated necessary reports regularly to ensure accurate monitoring and analysis.
- Maintain an exceptional level of service and adhere to contractual customer performance requirement.
Assistant Supervisor
PRWT Services, Inc
Philadelphia, PA
11.1998 - 06.2014
- Allocated tasks based on daily workflow
- Executed audits and finalized Staff Activity Reports.
- Managed a high volume of incoming calls regarding Emergency Medical Services while successfully diffusing difficult customer situations.
- Code Emergency Rescue Reports
- Ensured efficient processing of Medicare and Third Party insurance payments
- Monitored revenue and incoming calls
Education
Certificate - Business Leadership Development
Community College
11.2001
Associates - Paralegal Studies
Pierce Junior College
05.1995
Diploma -
Edward Bok AVT High School
06.1991
Skills
- Critical Thinking
- Time Management
- Strong Work Ethnic
- Adaptability/Fast Learning
- Customer Service
- Performance monitoring
Tel
(267) 474-0706
Timeline
Operations Manager
PRWT Services Inc.
10.2023 - Current
QA Supervisor/Trainer
PRWT Services Inc.
07.2014 - 10.2023
Assistant Supervisor
PRWT Services, Inc
11.1998 - 06.2014
Certificate - Business Leadership Development
Community College
Associates - Paralegal Studies
Pierce Junior College
Diploma -
Edward Bok AVT High School
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