Hi, I’m
Ebony Russell
Houston,Texas
Summary
A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and mastering new skills.
Overview
23
years of professional experience
Work History
MckessonScottdale, AZ
Patient Experience Specialist
01.2020 - Current
Job overview
- Creates cases to verify if patients can be approved for assistance with high-cost medications
- Handles incoming calls and faxes updating patient information as needed
- Deescalated client complaints using the first call resolution method fairly, effectively, and under consumer laws
- Provided accurate information promptly related to any questions or potential concerns regarding patient assistance
- Makes outbound calls to gather information needed to process cases and or conduct insurance verifications
MckessonScottsdale, AZ
Quality Assurance Specialist
10.2022 - 03.2023
Job overview
- Execute the quality control monitoring program with a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards
- Conduct audits and transactional reviews of workflow operations
- Monitored and documented cases and telephone interactions providing coaching feedback to employees
- Conducted timeliness and accuracy of processes and performance metric goals and reported findings of identified opportunities with a focus on continuous improvement
- Work collaboratively with the quality assurance manager to ensure congruent quality efforts, knowledge transfer and formulate recommendations from processes and procedures promptly
AloricaMesa, AZ
New Hire Trainer
02.2018 - 12.2019
Job overview
- Developed a competency and skill set in individuals to perform his/her job tasks effectively and efficiently in their new role
- Communicated to new hires what is expected out of training
- Displayed practical techniques and created relevant but upbeat training methods to create effortless engagement during the training experience
- Used PowerPoints to present the material
- Kept track of attendance along with any behavioral issues and provided this feedback to employees and management daily
- Introduced different learning principles such as showing live industry examples
- Issued exams and coursework to ensure employee comprehension
AloricaMesa, AZ
New Hire Manager
01.2016 - 02.2018
Job overview
- Oversee and focus the nesting process for new hire employees
- Responsible for delivering ongoing coaching and development to ensure new employees met high sales performance with accurate transition
- Worked with management team and trainer to ensure consistent transition from nesting to production
- Provided regular performance reporting of new hires to management
- Held daily nesting huddles to motivate and address any questions or concerns from new hires
- Effectively coached, motivated, and addressed performance issues
The Centers for HabilitationTempe, AZ
Fleet and Facilities Manager
01.2011 - 01.2016
Job overview
- Serve as the liaison between the Fleet and Facilities department and other operating units, and work closely with department managers to understand and meet their needs
- Registering and licensing all company vehicles and assisting with ways to cut costs and maximize profits by maintaining repairs and upkeep of multiple vehicles
- Maintain records to track vehicle registrations, titles, etc.
- Develop and manage department goals, objectives, policies, and procedures; recommend modifications as deemed appropriate and hold team and others accountable
- Maintain awareness of new trends and developments in the industry; to provide a competitive advantage
Banner Desert Medical CenterMesa, AZ
Food and Nutrition-Team Lead
01.2002 - 12.2010
Job overview
- Assisted in supervising nutrition representatives in taking specific patient orders and serving meals throughout the day
- Maintained cleanliness of food service areas and equipment
- Trained workers in performance and duties assigned and coordinated duties to promote efficiency of operations
- Inspected kitchen and dining areas to ensure sanitary standards were met
- Assured tray line was assembled and ran properly
- Assigned preparation and stocking of food galleys throughout the hospital
- Assisted manager with preparation of work schedules and selecting new hires
Education
Leadership AcademyMesa, AZ
Leadership Certificate from Leadership Development
03-2018
Maricopa Community Colleges - Mesa Community CollegeMesa, AZ
Some College (No Degree) from Communication Studies
Skills
- Self-aware and adaptable
- Emotionally Intelligent
- Creative ways to coach and develop
- Performance visionary
- Motivational delegation
- Quality customer service assurance
- Collaborative feedback for continuous improvement
- Accountable, Consistent, and transparent
Affiliations
I enjoy spending time with my family, A few of my hobbies are writing, and listening to music and audiobooks, I also enjoy traditional reading, I enjoy watching romantic comedies, sci-fi, and thrillers, I love to cook and bake and my new obsession is finding and making recipes from Pinterest, I'm recently fond of new adventures and experiences.
Accomplishments
I have received employee of the month a few times and several client awards Kudos, and certificates, My proudest work accomplishment thus far was when I first got hired for a sales position and had a hard time with sales, I didn't give up and within a few months and some amazing coaches, I went from not being able to sell at all to being moved to the top sales team, After that I was promoted back to back to two different leadership positions within the same company.
References
References available upon request.
Timeline
Quality Assurance Specialist
Mckesson
10.2022 - 03.2023
Patient Experience Specialist
Mckesson
01.2020 - Current
New Hire Trainer
Alorica
02.2018 - 12.2019
New Hire Manager
Alorica
01.2016 - 02.2018
Fleet and Facilities Manager
The Centers for Habilitation
01.2011 - 01.2016
Food and Nutrition-Team Lead
Banner Desert Medical Center
01.2002 - 12.2010
Leadership Academy
Leadership Certificate from Leadership Development
Maricopa Community Colleges - Mesa Community College
Some College (No Degree) from Communication Studies