Kameisha Bowie
North Highlands,CA
Summary
Successful supervisor with 7 years of work experience in customer service. 5 years of healthcare and call center experience. seeking to leverage my experience & expertise to grow in the new role at (company name).
Overview
10
10
years of professional experience
Work History
Supervisor
Ttec (Covered California Call Center)
Sacramento, CA
01.2018 - Current
- Working in a 1,000+ employee firm, managing a production area with 100+ employees and supervising a team of 18 direct employees.
- Conduct weekly meetings with my team to encourage and motivate them to maintain our stats and consistently meet production, quality and adherence goals.
- Evaluate calls to verify consistency, quality and productivity.
- Provide additional one on one training, constructive feedback and coaching whenever I recognize an opportunity for improvement.
- Conduct interviews, set up assessment tests, evaluate possible new hires and recommended qualified candidates with a retention rate of 94%
- Resolve employee concerns or complaints and coordinate with human resources team to solve issues when needed.
- Ensure payroll accuracy.
- Take over complex supervisor calls and resolve issues for upset customers.
- Experienced in MicroSoft Office, MS Excel, Kronos, SalesForce, CRM, and Calabrio.
- Knowledgeable of regulations pertaining to EE files, HIPPA, EDD, EEOC, ACA, etc.
Team Lead
Faneuil Inc.
Sacramento, CA
01.2014 - 01.2018
- Assisted my supervisor by providing floor support and feedback regarding our team's performance and coaching opportunities weekly.
- Collaborated with management to implement new work procedures and policies.
- Mentored newly hired employees on system operations and implemented training on security procedures.
- Professionally manged complex and escalated calls by identifying the needs of customers promptly and efficiently.
- Referred consumers to the appropriate internal or external departments when needed
- Educated consumers on state and government programs, policies and guidelines within my scope while providing the best consumer experience.
- Made three-way calls with the county, insurance companies and interpreters to resolve consumer inquiries and problems in a timely manner
- Offered support to keep team members motivated and working toward objectives.
Medical Assistant
Jeffry Jones MD Inc.
Sacramento, CA
10.2013 - 12.2013
- Volunteer
- Took vitals and assisted in the care of patients with pulmonary and infectious diseases.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Trained in using multi-line telephones, fax machines, filing and requesting prescription refills.
- Sent in requests for lab work, as well as received and documented lab results.
Education
AAS in Applied Sciences with focus and certificate in Medical Assisting - Medical Assisting
Heald College Rancho Cordova
Rancho Cordova, CA01-2014
Skills
- Consumer Oriented
- Time Management
- Staff Management
- Policy Enforcement
- Staff Development
- Goal-Oriented
- Complex Problem-Solving
- Process Monitoring and Improvement
- Employee Motivation
Personal Qualifications
A leader, a woman of word, punctual, honest, optimistic, friendly, flexible, reliable, active, patient, never give up & never stop learning.
Additional Qualifications
Jeffry Jones MD Inc., Oct. 2013, Dec. 2013, Volunteer, Assisted in care of patients with pulmonary and infectious diseases, Trained in using multi-line telephones, fax machines, filing and requesting prescription refills, sent in requests for lab work, received and documented lab results
Key Qualifications
Leadership qualities. Supervising and coaching experience. Time management skill. Team player also self starter. Innovator,creative with the new approach.
Timeline
Supervisor
Ttec (Covered California Call Center)
01.2018 - Current
Team Lead
Faneuil Inc.
01.2014 - 01.2018
Medical Assistant
Jeffry Jones MD Inc.
10.2013 - 12.2013
AAS in Applied Sciences with focus and certificate in Medical Assisting - Medical Assisting
Heald College Rancho Cordova
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