Nada Ayoub-Joiner
Stafford,VA
Summary
Confident, transformational leader with an extensive background in developing and implementing an organization’s long-term strategic vision to ensure proper operational controls are in place to deliver financial strength. Able to cultivate long-term, strategic partnerships with key stakeholders that contribute positively to an organization’s success. Strong aptitude for identifying a team’s strengths and weaknesses through constructive conversations. Committed to building high performing teams focused on delivering an excellent customer experience. Strives to inspire confidence in others and identify opportunities that enhance new business development, leads to a culture of high performance, and revenue growth. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
13
13
years of professional experience
Work History
Medical Specialty Call Manager
Kaiser Permanente
01.2021 - Current
- Serve as a senior leader and mentor to KP. Consult medical specialty teams for the call center and scheduling departments.
- Establish performance measures based on best practices in the call center industry
- Designs and implements operational structures by collaborating with clinic operations managers and directors
- Assist in implementing new programs and training documents that enhance and improve patient care, quality improvement, productivity and decrease costs without sacrificing patient satisfaction
- Lead a team of specialty representative to drive the successful implementation same day/ next day booking/rescheduling across medical specialty departments
- Provided strong and dynamic leadership that mentors, develops and guides team members to efficiently manage the specialty departments, patient’s access to care and experience
- Develop and implement reporting mechanisms to track performance and identify areas of improvement
- Analyze data to assess the effectiveness of outreach strategies and recommend adjustment to minimize appointments net loss
- Collaborated with Stakeholders to develop goals, set prioritization of deliverables, and facilitate decisions necessary for patient secure messages project delivery
- Unit Base Team Lead coordinate stakeholder, ensuring effective communication and collaboration throughout project lifecycles
- Resolve or escalate risks or issues as appropriate, maintaining a proactive and solution-oriented approach
- Participated in the development and analysis of project plans, ensuring adherence to timeline and budgets
- Coordinated project schedules and resource forecasts, facilitating seamless project execution
- Participated in development and analysis data for regional reporting
- Developed reporting and outreach strategy to minimized net loss for all specialty departments
- Directed a team of 89 inbound specialty agents and 25 Clinical Assistance outbound agents, achieving a consistent service level of 95% adherence.
- Streamlined call handling processes for improved efficiency and reduced response times.
- Leveraged CRM software effectively manage client records, track interactions history maintain updated information resources.
- Implemented new call routing strategies to maximize agent productivity and minimize wait times.
- Led weekly team meetings focused on performance analytics, driving continuous improvement within the department.
- Managed high volumes of specialty referrals with consistent professionalism, ensuring timely assistance to callers.
- Collaborated with cross-functional teams to develop strategies for enhancing the overall caller experience.
Area Manager Licensed Optician
Kaiser Permanente
01.2019 - 01.2021
- Develop and deliver sales, profit, and loss plans for two optical branches
- Foster a team that consistently exceed expectations in all areas of business operations including sales, customer service, associate satisfaction, and development
- Work on strategically identifying and conveying operational issues and field support requirements to corporate management in order to develop policies and procedures for the business
- Work as safety lead for one of the facilities
- Assist in the creation, implementation, and monitoring of a comprehensive safety management program including a work-related injure/illness investigation and prevention program
- Partner with Regional Workplace Safety Management lead to develop the regions multi-year work plan, deployment of interventional tools to reduce workplace injuries and hazards across the region
- Conduct audits for safe work practices, participate in identifying and in the elimination or reducing of workplace hazards, assist with injury prevention education
- Responsible for Member Experience, which includes managing receptionists, medical records, optical and sales
- Perform on the spot customer service recovery
- Maintain detailed complaint report to ensure that resolutions fall within complaint timeframes
- Ensuring service excellence targets are met by monitoring performance using CAHPs reports, MPS, Medical Center member surveys and additional report tools
- Worked closely with Optometry, and Ophthalmology to create a better workflow for all 3 departments
- Supports, co-leads, and champions UBT work in their area of accountability
- Responsible for process improvement, efficiencies in the workflow
Vice President
KJ Consultants, LLC
01.2012 - 01.2019
- Delivered effective business consulting services across multi-faceted industries including healthcare, telecommunications, and real estate /property management firms
- Established positive relationships with key decision makers, while simultaneously managing an account base of more than 300 clients
- Developed and implemented a strategy to gain five new business accounts in just one week
- This generated more than $50K in new revenue
- Transformed an underperforming optical store to a thriving retailer, achieving 90% to goal in April of 2018, and had the store running at 145% to goal by September 2018 – currently this store is recognized as #1 in the region, with a targeted end of year goal set at 170%
- Coached team members to interface with clients and patients face-to-face, resulting in more efficient problem solving, open lines of communication, information dissemination, and reduction of patient/client concerns
- This tactic resulted in an increase in business of 45% in 2018
- Created and executed business strategies focused on delivering an exceptional customer experience, resulting in the store being rated #1 by patients, with top patient reviews
- Featured in a 2018 edition of US Vision, the company’s news magazine, and was awarded Best Customer Service Award
- Recognized as #1 in the region, for increasing sales growth by 45% in a five-month period
- Delivered leadership development programs in innovative problem solving, accountability, leadership, effectiveness, behavioral flexibility, and professional/ career development
- Managed relationships across medical facilities and specialty areas and functions to enhance teamwork and accountability for the effective delivery of care of all clinical practices, services and implementing systems, processes, and methods to evaluate and improve patient care and profitability
President
Augustine Opticians
01.2015 - 01.2018
- Delivered strategic leadership and oversight for a leading eye care provider, consistently ranked as a Top Performer in the region
- Developed and implemented long-term business strategy to align with organizational objectives
- Consistently provided 100% positive customer interaction, delivering insight into the overall customer experience
- Recruited and hired a team of highly qualified candidates for 16 locations
- Created and implemented incentive plans to build a team of Star Performers
- Coached individual team members on the importance of being themselves and focusing on each employee’s key strengths
- Significantly improved new business development by executing a robust digital presence through the development of compelling social media content and Search Engine Optimization (SEO) keywords
- Created content and designed effective social media and digital marketing strategies
- Analyzed social media trends, and developed social marketing campaigns and email marketing strategies to align with current market trends
Education
MBA -
George Mason University
Fairfax, VA05.2004
Associate of Science - Optician
Northern Virginia Community College
Annandale, VA2002
Bachelor of Science - Accounting and Finance
George Mason University
Fairfax05.2000
Skills
- Strategic Planning & Implementation
- Cost Analysis and Budget Management
- Profit & Loss Analysis and Management
- Report & Data Analyst
- Epic, WDE, Nice, Tableau expertise
- Project Planning
- Strategic Planning
- Managing Operations and Efficiency
- Process Improvement
- CRM Knowledge
- Script Development
Personal Information
Title: American Board of Opticians, National Contact Lens Examiners, State of Virginia, Licensed Optician
Timeline
Medical Specialty Call Manager
Kaiser Permanente
01.2021 - Current
Area Manager Licensed Optician
Kaiser Permanente
01.2019 - 01.2021
President
Augustine Opticians
01.2015 - 01.2018
Vice President
KJ Consultants, LLC
01.2012 - 01.2019
MBA -
George Mason University
Associate of Science - Optician
Northern Virginia Community College
Bachelor of Science - Accounting and Finance
George Mason University
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