Keven Tynes
Secaucus
Summary
Proven leader at OptumCare, driving operational excellence and enhancing patient care through performance metrics analysis and quality assurance. Skilled in mentoring teams and leveraging EPIC systems to boost efficiency by 15%. Adept at fostering vendor relations and delivering exceptional customer service to exceed organizational goals.
Overview
24
24
years of professional experience
Work History
Supervisor of Operations
OptumCare
Remote
09.2019 - Current
- Directly oversee a group of inbound Patient Care Coordinators (30+ staff).
- Oversee patient appointment access requests received through web-based and telephony systems to ensure timely scheduling and resolution of care gaps.
- Serve as escalation point for complex patient concerns requiring prompt and compassionate resolution.
- Mentored, coached, and developed team members to enhance performance and facilitate professional growth.
- Partner with leadership to implement quality improvement initiatives that increase productivity and improve service delivery.
- Evaluated call center performance metrics and productivity dashboards to monitor service level targets and identify areas for improvement.
- Collaborated with cross-functional teams to streamline communication processes and enhance operational efficiency.
- Ensure compliance with operational policies, procedures, and healthcare service expectations.
- Assist with program start-up support including workflow logic, scripting alignment, reporting templates, and implementation strategy.
Marketing Manager
Sprint Wireless
Fort Lee
10.2015 - 04.2018
- Developed and implemented marketing and advertising campaigns within a team setting.
- Tracked sales data and managed promotional material inventory to support campaign effectiveness.
- Planned meetings and trade shows while overseeing marketing databases and analyzing reports to drive strategic decisions.
Call Center / Store Manager
AT&T
Wayne & Paramus
10.2010 - 08.2015
- Managed 25 call center representatives and 5 in-store representatives to maintain high service standards.
- Led daily coaching sessions to enhance associate skills and performance.
- Communicated customer service and performance goals to ensure team alignment and achievement.
- Resolved customer concerns related to services, equipment, promotions, roaming, and billing.
- Improved customer retention through strong service delivery and operational oversight.
- Partnered with leadership to maintain service level expectations across teams.
Store Manager
Best Buy
Woodland Park
09.2002 - 08.2008
- Executed store initiatives to enhance sales performance and improve customer experience.
- Partnered with department supervisors to ensure consistent service standards were achieved.
- Conducted role-play coaching sessions to enhance customer interactions and engagement.
- Developed employees for advancement opportunities while reinforcing company values.
Education
Edward Waters College
Jacksonville, FLSkills
- Customer Service
- Vendor Relations
- Operational Reporting
- Performance Metrics Analysis
- Forecasting / Estimating
- EPIC
- Google Suite
- Apple Systems
- Quality assurance
Timeline
Supervisor of Operations
OptumCare
09.2019 - Current
Marketing Manager
Sprint Wireless
10.2015 - 04.2018
Call Center / Store Manager
AT&T
10.2010 - 08.2015
Store Manager
Best Buy
09.2002 - 08.2008
Edward Waters College