Johnnisa Sprawling
Franklin,TN
Summary
Experienced business operations professional with 8+ years of expertise in customer service and management. Skilled in team management, problem-solving, conflict resolution, and CRM systems like Salesforce. Strong leadership abilities and a track record of surpassing performance goals. Resourceful and results-oriented, with a passion for success. Seeking to leverage skills and experience to contribute to the growth and success of your organization.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
Supervisor
Monogram Health, Inc
05.2024 - Current
- Managed a team of call center agents responsible for handling inbound inquiries from patients, providers, and insurance representatives
- Monitored agent performance, provided real-time coaching and feedback to ensure adherence to quality standards
- Analyzed call volume data, identified trends, and made data-driven decisions to optimize staffing and improve operational efficiency
- Fostered a positive and supportive work environment, promoting teamwork and continuous improvement among call center agents.
Nonprofit Youth Organization | Driver
Franktown Open Hearts-Franklin, TN
11.2023 - Current
- Safely transported children and youth to and from program locations, field trips, and special events
- Maintained a positive and engaging demeanor to ensure a welcoming environment for all passengers
- Demonstrated patience, empathy, and strong communication skills when interacting with young passengers
- Contributed to the overall success of the organization's youth programs by providing reliable and dependable transportation services.
Senior Executive Assistant
Ovation Healthcare-Franklin, TN
11.2023 - 01.2024
- Provided high-level administrative support to the CEO, CFO, and other C-suite executives
- Managed complex calendars, coordinated travel arrangements, and organized executive-level meetings and events
- Demonstrated exceptional organizational skills, attention to detail, and the ability to prioritize and multitask effectively
- Acted as a liaison between executives and internal/external stakeholders, ensuring efficient communication and seamless coordination
- Streamlined administrative processes and implemented innovative solutions to enhance efficiency and productivity
Level II IT DevOps Analyst
Optum
12.2020 - 05.2023
- Diagnosed and resolved technical hardware and software issues - Dell laptops/tablets, iPhones, printers, Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc
- Monitored server and network performance; assist with system initiatives, performance and process improvement, implementation, and assigned projects
- Cisco use and access Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
- Documented repair processes and helped streamline procedures for future technical support action
Senior Manager
CareBridge Health-Nashville, TN
03.2022 - 11.2022
- Led team(s) of Integration Support Specialists, Provider Relations Specialists, and Training and Support Specialist, providing daily direction and communication to ensure timely and efficient response to calls, emails, and tickets
- Conducted thorough audits of existing metrics to identify areas for improvement or refinement.
- Reduced errors in data collection by designing automated processes and systems for metrics gathering.
- Advised on appropriate metric selection for performance tracking, aligning KPIs with overall company goals.
Lead Support Business Analyst /Training Supervisor
Optum
04.2019 - 12.2020
- Maintained Call Center procedures/policy training for agents; maintain SOPs to include updated processes
- Assisted management in generating reports for internal review and to support forecasting, budgeting, and scheduling decisions based on defined metrics
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions
- Developed training materials, conducted webinars training and support use including whitepapers, user manuals, implementation documentation and support base entries
- Developed and implemented a quality assurance scoring system to evaluate the performance of interviewers and provide actionable feedback for improvement.
Medical Chart Retrieval Analyst & Trainer
Optum
03.2018 - 04.2019
- Trained new team members on various navigational duties, including internal systems and day to day work structure and provided support and mentoring
- Assisted Supervisor during downtime by answering UHC Service Hotline, responding to provider inquiries and providing information regarding payment, chart retrieval system and services offered via UHC
- Liaised between providers and CIOX accounting department and wrote agreement regarding Health plan contracts and invoices for medical records
- Arranged and managed medical record filing, retrieval and transfers per established guidelines
- Evaluated the quality and integrity of electronic chart data
Account Development
Comdata-Fleetcor
03.2016 - 07.2017
- Identify and develop new business opportunities within the assigned market segment to drive revenue growth for the company
- Worked closely with corporate marketing and sales teams to create sales opportunities by prospecting using phone calls, email and other tactics
- Managed account with highest sales volume in company history
- Exceeded team sales goals by 23%
- Advanced user of Salesforce sales management software, generating pipeline and account reports weekly.
Lead Quality Assurance
HealthStream
01.2013 - 12.2014
- Responsible for the daily monitoring of outgoing calls with special attention to CAHPS surveys to ensure quality, customer service, consistency and adherence to policies and procedures
- Reinforced call quality, procedural issues and recorded call as needed for feedback session, training and at the request of members of the leadership team
- Facilitated the Quality Assurance section of the new hire training class
- Coordinated and facilitated monthly call calibrating sessions for IC leadership team
Education
The University of Tennessee -
B.A. in Project Management -
University of California
05.2024
Diploma -
Independence High School
05.2011
Skills
- CRM Software (Experienced)
- Project Implementation (Experienced)
- Employee orientation (Expert)
- Management (Expert)
- Presentation skills (Expert)
- Training & development(Expert)
- Program management & design (Experienced)
- CRM software (Experienced)
Timeline
Supervisor
Monogram Health, Inc
05.2024 - Current
Nonprofit Youth Organization | Driver
Franktown Open Hearts-Franklin, TN
11.2023 - Current
Senior Executive Assistant
Ovation Healthcare-Franklin, TN
11.2023 - 01.2024
Senior Manager
CareBridge Health-Nashville, TN
03.2022 - 11.2022
Level II IT DevOps Analyst
Optum
12.2020 - 05.2023
Lead Support Business Analyst /Training Supervisor
Optum
04.2019 - 12.2020
Medical Chart Retrieval Analyst & Trainer
Optum
03.2018 - 04.2019
Account Development
Comdata-Fleetcor
03.2016 - 07.2017
Lead Quality Assurance
HealthStream
01.2013 - 12.2014
The University of Tennessee -
B.A. in Project Management -
University of California
Diploma -
Independence High School
Certification
- Teaching Certification
- PMP
- CPR Certification
- First Aid Certification
- Professional In Human Resources
- Certified Project Manager
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
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