RAKEA SHEAD
Dallas,TX
Summary
Resourceful Operations Supervisor known for high productivity and efficient task completion. Skilled in strategic planning, team leadership, and process improvement, ensuring operational excellence. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to navigate complex challenges and drive continuous improvement.
Overview
11
11
years of professional experience
Work History
Operations Supervisor
Humana
09.2019 - Current
- Maintain contact center KPIs while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement.
- Conducted regular audits of processes to maintain quality standards
- Conduct real-time and as-needed training/coaching/development meetings. Conduct 1-on-1 meetings with team members to encourage employee engagement and open lines of communication.
- Promote, support and drive a dynamic teamwork environment that fosters positive morale, unity, cohesiveness, effective communication and service excellence.
- Manage core HR responsibilities including scheduling, approving time off, and addressing performance or conduct concerns.
- Meets operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer-service; resolving problems; identifying system improvements.
Customer Care Supervisor
Vendor Solutions
Nashville , TN
03.2016 - 07.2019
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Planned staff and training meetings and scheduled conference rooms.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
Technical Support Team Lead
Asurion
Nashville , TN
01.2015 - 07.2016
- Maintain exceptional customer service while providing technology solutions for customers.
- Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
- Developed forward-thinking solutions to expected technical issues.
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Developed and maintained strong relations with customers to meet quality expectations.
- Used remote login tools to assist clients with technical and product questions.
- Inquiring about hardware, software, OS, apps and compatibility.
- Remotely support multiple technology devices across Windows, Android, Blackberry OS, Apple IOS. • Monitor and meet sales goals weekly.
Education
Bachelor of Science - Healthcare
Tennessee State University
Nashville, TNSkills
- KPI monitoring
- Team collaboration
- Clinical leadership
- Healthcare management
- Healthcare compliance
- Health information systems
- Operations management
- Quality improvement
- Customer relationship management
- Time management
- Performance audits
- Policy enforcement
- Adaptability
Timeline
Operations Supervisor
Humana
09.2019 - Current
Customer Care Supervisor
Vendor Solutions
03.2016 - 07.2019
Technical Support Team Lead
Asurion
01.2015 - 07.2016
Bachelor of Science - Healthcare
Tennessee State University