Nikia Masterson
Yonkers,New York
Summary
Productive Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.
Overview
18
18
years of professional experience
Work History
Operations Supervisor/Liaison
Montefiore Medical Center
Tarrytown, NY
05.2014 - Current
- Supervise team of 18 Customer Service Liaisons to promote positive environment through effective communication, active engagement and hands-on assistance.
- Train employees on best practice and protocols, mentored and motivated employees to maximize team productivity.
- Assist with development of initiatives for process improvement by reviewing and assessing ongoing operations.
- Generated KPI reports to track and improve metrics.
- Assess team members performance by delivering one-on-one coaching to promote better service. Monitor phone calls for quality assurance.
- Developed action plans based on analysis findings and implemented solutions.
- Recruited, interviewed and hired talented professionals.
- Delegated work to staff, setting priorities and goals.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- Assist staff with resolving complex customer issues and delivered prompt resolution to customer satisfaction.
- Engaged employees to create safe, energetic work environment through feedback and recognition.
- Strengthen relationships with customers, vendors and internal stakeholders.
Customer Service Representative
Wellpoint BCBS
Middletown, NY
08.2013 - 05.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
Medical Assistant
Westmed Medical Group
White Plains, NY
08.2006 - 08.2013
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Performed preliminary physical tests to accurately record results in patient history summary.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Educated patients about medications, procedures and physician's instructions.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
Education
Gorton High School
Yonkers, NY1999
Criminal Justice
Orange Community College
Middletown, NYSkills
- Proficient in Microsoft applications, EPIC, EMR and Kronos
- Call Center Operations/Performance Improvements
- Policies and procedures implementation
- Team Building/Leadership
- Budgeting and cost control strategies
- Skilled multi-tasker
- Staff supervision/ Delegation
- CRM and office management software
- Workforce training
- Performance reporting
- Conflict resolution techniques
Timeline
Operations Supervisor/Liaison
Montefiore Medical Center
05.2014 - Current
Customer Service Representative
Wellpoint BCBS
08.2013 - 05.2014
Medical Assistant
Westmed Medical Group
08.2006 - 08.2013
Gorton High School
Criminal Justice
Orange Community College
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