Hi, I’m
Kiara Boone
McDonough,GA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
7
years of professional experience
Work History
SagilityRemote
Trainer/Team Leader
07.2022 - Current
Job overview
- Mentored and guided 20+ employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching quality goals.
Teleperformance USARemote
Call Center Supervisor
01.2022 - 07.2022
Job overview
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of quality and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 20+ Kaiser Permanente Member Service Representatives in providing excellent customer service to callers requiring assistance for medical benefits and claims issues.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Teleperformance USARemote
Call Center Trainer
07.2021 - 12.2021
Job overview
- Trained and mentored 30+ new personnel hired to fulfill various roles.
- Coordinated lesson plans and presentations for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in decrease of attrition of new hires.
- Monitored day-to-day activities of Kaiser Permanente Member Services employees, noting areas needing improvement and implementing plans for rectification.
Teleperformance USARemote
Call Center Representative
11.2020 - 07.2021
Job overview
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Consistently maintained 100% customer service satisfaction ratings through quality control while exceeding key performance indicators month over month.
Servpro Decatur, GA
Office Manager
12.2017 - 09.2020
Job overview
- Maintained computer and physical filing systems.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Interacted with customers by phone, email, or in-person to provide information and documentation.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Answered multi-line phone system, routing calls, delivering messages to staff and handling customer concerns.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Edited subcontractor proposals, project budget documents, and property loss estimates for organizational support.
Hire DynamicsMcDonough, GA
Distribution Associate
06.2016 - 12.2017
Job overview
- Prepared boxes, pallets and crates for outgoing shipments.
- Received loads, checked merchandise and tagged with warehouse IDs.
- Prioritized and rearranged tasks to meet changing demands.
- Inspected merchandise for damage and discrepancies with documentation.
- Documented inventory movements in WMS using handheld scanners.
Waco Mclennan County Public Health DistrictWaco, TX
Epidemiology Intern
01.2015 - 05.2016
Job overview
- Recorded and compiled accurate records and communicated summaries of test results.
- Helped order and maintain supply of laboratory inventories.
- Determined important variables for each case such as location and severity of outbreak and both laboratory and clinical findings.
- Investigated diseases or parasites to determine cause and risk factors, progress and mode of transmission.
- Identified and analyzed public health issues related to foodborne parasitic diseases and impact on public policies, scientific studies or surveys.
- Educated healthcare workers, patients and public about infectious and communicable disease transmission and prevention.
Education
Walden UniversityMinneapolis, MN
Master of Science from Public Health
12.2024
Baylor UniversityWaco, TX
Bachelor of Science from Public Health
05.2016
Skills
- Verbal and Written Communication
- Staff Training
- Coaching and Mentoring
- Skilled in Microsoft Office
- Team and Office Management
- Report Preparation and Analysis
- Virtual Classroom
- Call Center Software
Timeline
Trainer/Team Leader
Sagility
07.2022 - Current
Call Center Supervisor
Teleperformance USA
01.2022 - 07.2022
Call Center Trainer
Teleperformance USA
07.2021 - 12.2021
Call Center Representative
Teleperformance USA
11.2020 - 07.2021
Office Manager
Servpro
12.2017 - 09.2020
Distribution Associate
Hire Dynamics
06.2016 - 12.2017
Epidemiology Intern
Waco Mclennan County Public Health District
01.2015 - 05.2016
Walden University
Master of Science from Public Health
Baylor University
Bachelor of Science from Public Health
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