Kiaama Spearman
Douglasville,GA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Smoothly equip employees to independently handle daily functions and meet customer needs. Proactive and hardworking individual focused on continuous operational improvement.
Overview
15
15
years of professional experience
Work History
Operations Manager; Supervisor
Broadpath Healthcare Solutions
11.2018 - Current
- Supervised and coached 20+ agents
- Motivated and trained employees to maximize team productivity.
- Managed team's of 8+ supervisors by auditing QA,KPI,RTW coaching and providing CTC sessions weekly while attending client meetings
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Encouraged and promoted ideas aligned to business needs and benefits.
Customer Service Representative
Lester Inc
03.2018 - 11.2018
- Conducted fast-paced outbound phone calls daily to reach potential clients and market Business products and services
- Assisted businesses with magazine renewal
- Exceeded goals by renewing 20+ Subscriptions daily
- Met established attendance expectations and team revenue goals to achieve company objectives
Appointment Scheduler
TLG Construction
01.2012 - 01.2017
- Acted as the first point of contact and set appointments for prospective customers
Sr. Advisor; Supervisor
JP Morgan Chase
01.2007 - 01.2010
- Assisted customers with their credit card accounts by providing them with information pertaining to their card balance along with a seven-year history of the account
- Advised customer on payment amounts and due dates
- Administered customers with payment options along with take customer payments over the phone
- Took escalated calls once customers requested a supervisor regarding bank fees, account errors, employee complaints or acknowledgments
- Assisted in training new employees on phone calls by listening and coaching them through calls while in training.
Call Center Agent
Ryla Teleservices
01.2006 - 01.2007
- Handled inbound calls enrolling government employees in Dental and Vision Plans
- Presented government employees with information on the available plans, rates, and effective dates
- Facilitated fast paced outbound calls regarding political surveys
- Exceeded the daily quota of surveys taken per day
Administrative Assistant
Mount Vernon Chamber of Commerce
01.2005 - 01.2006
- Greeted and submitted payments from members
- Typed and filed important documents
- Answered telephone calls from chamber members who needed information or wanted to partake in city council meetings and several public events
- Assisted members in purchasing ads in the chambers member directory
- Engaged in event planning and implementation that includes member luncheons and the annual dinner
- Deposited company funds in bank account on the weekly basis
- Previous experience upon request
Education
Associate of Arts - Business Administration, Healthcare Administration
American InterContinental University
Remote2010
Certificate in Personal Computer Applications - Healthcare Administration
Pace University
New Rochelle, NY03.2006
Skills
- Word, Excel, PowerPoint, Access, Outlook, Microsoft Project
- Individual and Team Goals
- Management and Leadership Qualities
- Policy and Procedure Implementation
- Key Performance Indicators (KPIs)
- Coaching and Mentoring
- Team Training
- Strategic Planning
- Operation Monitoring
- Improve Performance
Timeline
Operations Manager; Supervisor
Broadpath Healthcare Solutions
11.2018 - Current
Customer Service Representative
Lester Inc
03.2018 - 11.2018
Appointment Scheduler
TLG Construction
01.2012 - 01.2017
Sr. Advisor; Supervisor
JP Morgan Chase
01.2007 - 01.2010
Call Center Agent
Ryla Teleservices
01.2006 - 01.2007
Administrative Assistant
Mount Vernon Chamber of Commerce
01.2005 - 01.2006
Associate of Arts - Business Administration, Healthcare Administration
American InterContinental University
Certificate in Personal Computer Applications - Healthcare Administration
Pace University
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