Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kiara Boone

Supervisor
McDonough,GA

Summary

Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.

Overview

9
9
years of professional experience
6
6
years of post-secondary education

Work History

Supervisor

Sagility
Atlanta, GA
07.2022 - 12.2023
  • Monitored workflow to improve employee time management and increase productivity.
  • Supervised 20 representatives in providing excellent customer service to callers requiring assistance for health insurance and benefit claim issues.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Evaluated employee performance and coached and trained to improve weak areas

Call Center Supervisor

Teleperformance USA
Atlanta, GA
01.2022 - 07.2022
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas needing improvement
  • Oversaw employee performance to foster accurate prioritization and achievement of quality and productivity goals
  • Increased efficiency and productivity through practical staff training regarding customer service protocols and call resolution techniques
  • Supervised 20+ Healthcare Customer Service Representatives in providing excellent customer service to callers requiring assistance with medical benefits and claims issues
  • Consistently exceeded production key performance indicator (KPI) goals for quality assurance and attendance.

Call Center Trainer

Teleperformance USA
Atlanta, GA
07.2021 - 12.2021
  • 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 in attrition of new hires
  • Monitored day-to-day activities of Healthcare Representatives, noting areas needing improvement and implementing plans for rectification.
  • Established and maintained quality control standards.

Call Center Representative

Teleperformance USA
Atlanta, GA
11.2020 - 07.2021
  • 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 healthcare product information, providing knowledgeable responses to diverse questions in claims and general troubleshooting.
  • Educated customers on company systems, form completion, and service access
  • Consistently maintained 100% customer service satisfaction ratings through quality control while exceeding critical performance indicators monthly.

Office Manager

Servpro
Decatur, GA
12.2017 - 09.2020
  • Managed budgets, appointment scheduling, employee and event itineraries, and accounts to improve productivity initiatives
  • Coordinated 15 major special projects and managed schedules.
  • Interacted with customers by phone, email, or 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 personnel's overall performance
  • Answered multi-line phone systems, 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.

Epidemiology Intern

Waco McLennan County Public Health District
Waco, TX
01.2015 - 05.2016
  • Authored and presented final after-action reports to identify strengths and challenges as well as recommended corrective changes for future investigations.
  • Lead 5 investigations into foodborne illness outbreaks.
  • Collected and organized data for weekly case summaries.
  • Educated healthcare workers, patients and public about infectious and communicable disease transmission and prevention.
  • Identified and analyzed public health issues related to foodborne parasitic diseases and impact on public policies, scientific studies or surveys.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Demonstrated high level of initiative and creativity while tackling difficult tasks.

Education

Master of Science - Public Health

Walden University
Minneapolis, MN
11.2022 - Current

Bachelor of Science - Public Health

Baylor University
Waco, TX
08.2011 - 05.2016

Skills

Coaching and Mentoringundefined

Timeline

Master of Science - Public Health

Walden University
11.2022 - Current

Supervisor

Sagility
07.2022 - 12.2023

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

Epidemiology Intern

Waco McLennan County Public Health District
01.2015 - 05.2016

Bachelor of Science - Public Health

Baylor University
08.2011 - 05.2016

Similar Profiles

CREATE PROFILE
Kiara BooneSupervisor