- Video Gaming
- Digital Art and Animation
- Pilates
- Surfing
- Snowboarding
- Drawing, Coloring and Painting
- Interior Design
- Adventure Travel
TAHNEE THOMAS
Salt Lake City,UT
Summary
Qualified Operational People Leader (Supervisor/Manager) with over ten years experience in a fast-paced healthcare start up environment. Personable and professional under pressure. Deadline and Ownership driven. Excels at understanding the product quickly, to drive employee performance and employee satisfaction. Self motivated, patient and empathetic with background in conflict resolution and customer care within all spheres of the healthcare industry.
Overview
11
11
years of professional experience
Work History
Pharmacy Customer Care Team Leader
PillPack Pharmacy / Amazon Pharmacy
09.2018 - Current
- Coaching representatives on key business metrics: Average Handle Time, Quality Assurance, Safety and Customer Satisfaction Ratings
- Holding seek to understand conversations with employee's to understand behavioral & performance opportunities
- Motivate employees and engage them through creativity freedom for overall success
- Push out metric reporting daily, weekly, monthly, and yearly from raw data streams
- Setting new goals regularly to support performance and personal growth development within the company during consistent 1:1 settings
- Through exceptional coaching/mentoring I successfully lead multiple employees onto new leadership roles and career growth promotions
- Supervised scheduling for reporting and employees across multiple lines of business for efficient shift coverage to ensure Service Level Agreements are met to maintain URAC and NAPB licensure
- Coordinated and interim'd as a program manager for all new launches across the start up and role out of Amazon Pharmacy and Amazon Health Services (like One Medical, Amazon Clinic, Prime Rx, etc.) through Amazon's acquisition of our business
- Created content paired with every launch and systemic inhancement for success across the organization
- Maintained leading Amazonian Employee Satisfaction Ratings (87%) and Manager Skills (93%) across the calendar year(s)
- Conducted annual performance reviews and quarterly PIPs
- Compliant and proficient with all Amazon's Employee policies
CMS Partner Supervisor
C3 Communications
02.2014 - 09.2018
- Conducting 1x1 with agents to ensure they're meeting business goals for Quality Assurance and Net Promoter Score, with secondary priorities for all other Key Performance Indicators
- Deliver disciplinary action when applicable and document the evidence within all required company systems
- Be available 24/7 via mobile phone and email, for the company, client, or members of my reporting team
- Promote company/client incentives to inspire the highest performance from my team members, and ensure active engagement from all employees
- Open communication with partner clients to discuss areas of opportunity with call flow processes and system enhancements
- Directed/Coordinated multiple trainings for Net Promoter Scores/NPS, CRM Roll-out to the site
- Supporting executives by proactively volunteering and engaging in client based focus groups and training/coordinating other agents whenever requested
- Adjusted Lines of Business for both front line and leadership roles to meet company/client needs
- Participate and host in management award ceremonies
- Testifying in Unemployment Hearings regarding business terminations
Education
High School Diploma -
Tooele High School
Tooele, UT01.2013
Skills
- MS Office Proficient
- Engaging People Leader
- Google Tools Proficient
- HIPAA Compliance
- Workday Proficient
- Flexible in Schedule
- 100 Typing WPM
- Customer Relationship Management / Salesforce Proficient
- Familiarized with AHCA (Healthcaregov)
- Exceptional Communication Skills
- Excels under pressure with ownership of tight deadlines
- DOS Proficient
- Completed Perfect Service Seminar
- ARGUS Nova/IPNS Proficient (Rx Claims processing)
- Familiarized in CPT/ICD9/ICD10 and HCPCS codes
- Certified Subject Matter Expert (SME) in CMS regulations
- Clinical / Drug Omission Proficient
Accomplishments
- Top Performing Experience Coach (Supervisor) of the Quarter (Jan - March 2018)
- Most Valued Experience Champion (CSR) of the Year for 2016
- Customer Relationship Management or CRM Salesforce Certified 2015
- Employee of the Month (CSR) 3x
- Certificate of Survival of Annual Enrollment Period for 2014, 2015, 2016, 2017
- Trained by the TEXAS INSURANCE TRAINING ACADEMY for UTAH INSURANCE LICENSING - for AHCA
- Best of the Best Amazon People Leader of the year 2023
- Asian Amazonians Volunteer
Interests
Timeline
Pharmacy Customer Care Team Leader
PillPack Pharmacy / Amazon Pharmacy
09.2018 - Current
CMS Partner Supervisor
C3 Communications
02.2014 - 09.2018
High School Diploma -
Tooele High School
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