LaToya Simmons
Covington,GA
Summary
Consumer Analyst motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Consumer Analyst
United Health Group, USA
09.2022 - Current
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Evaluated the effectiveness of marketing campaigns using advanced statistical techniques, resulting in improved return on investment.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Supported company expansion efforts through careful market research and competitive landscape assessments.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Conducted rigorous research of consumer tools ensuring their reliability and relevance in real-world applications.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Developed custom software solutions tailored to specific organizational needs, resulting in significant time and cost savings.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Researched and adopted new technologies to add value to existing offerings.
- Cultivated relationships with industry leaders and within company to share tips and information.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Created and managed project plans, timelines and budgets.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Clinical Administrative Coordinator/Team Mentor
Optum
12.2019 - 09.2022
- Enhanced patient experience by efficiently managing the coordination of clinical services and appointments.
- Streamlined administrative processes for increased efficiency in supporting clinical staff members.
- Improved patient satisfaction by promptly addressing concerns and providing necessary information regarding treatment plans.
- Facilitated communication between patients, healthcare providers, and insurance to ensure accurate billing and reimbursement.
- Contributed to a positive work environment by fostering collaboration among team members and maintaining open lines of communication.
- Ensured compliance with HIPAA regulations through diligent record keeping and strict adherence to confidentiality guidelines.
- Supported clinical staff by coordinating schedules, handling appointment confirmations, and updating patient records as needed.
- Trained new staff members on office procedures, increasing their productivity levels and reducing errors or discrepancies in documentation.
- Participated in regular team meetings discussing process improvements, leading to more effective workflows.
- Responded to patient inquiries via phone and email, providing accurate information and resources while maintaining a professional demeanor.
- Assisted with quality assurance initiatives by conducting regular audits on medical records, ensuring the accuracy and completeness of documentation.
- Managed patient scheduling and rescheduling.
- Built strong relationships with patients and families for optimized care satisfaction.
- Upheld quality assurance procedures to maintain patient safety and satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Fertility Call Center Representative
Optum
01.2019 - 09.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Support Supervisor/Data Entry Clerk
Alere Health
01.2014 - 05.2015
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Increased cross-team collaboration by fostering open communication channels between support agents and product teams.
- Reduced employee turnover by creating a positive work environment that encouraged growth and development.
- Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
- Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
- Updated internal resources regularly to keep information current for both agents and customers alike, ensuring continued relevance in an ever-changing industry landscape.
- Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Empowered and motivated employees via regular feedback to team members.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Generated status and performance reports to facilitate continuous improvement.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Completed complex project management tasks on time and under budget to meet department goals.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Maximized productivity by supervising, mentoring and scheduling team of [Number] customer support personnel to meet organizational and operational objectives.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Kept high average of performance evaluations.
- Completed bi-weekly payroll for [Number] employees.
- Interceded between employees during arguments and diffused tense situations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Education
No Degree - Healthcare Administration
Southern New Hampshire University
Hooksett, NH05.2027
Skills
- Issue Identification
- Workflow Analysis
- Information Gathering
- Process Enhancement
- Documentation and Reporting
- Analytical Thinking
- Team Collaboration and Leadership
- Deadline Adherence
Certification
- Certified IC Agile Coach
Timeline
Consumer Analyst
United Health Group, USA
09.2022 - Current
Clinical Administrative Coordinator/Team Mentor
Optum
12.2019 - 09.2022
Fertility Call Center Representative
Optum
01.2019 - 09.2022
Customer Support Supervisor/Data Entry Clerk
Alere Health
01.2014 - 05.2015
No Degree - Healthcare Administration
Southern New Hampshire University