Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Ramona Denise Turner

Fairburn,US

Summary

Seasoned Healthcare Customer Service Supervisor with a proven track record at TSC Services, adept in call center management and customer relationship management (CRM). Excelled in enhancing customer satisfaction and streamlining operations, demonstrating exceptional issue resolution and leadership skills. Achieved significant improvements in call metrics and employee performance evaluations, ensuring high-quality service delivery.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Healthcare Claim's Supervisor

TSC Services
Palmetto, Georgia
02.2000 - Current
  • Reviewed system logs for errors or discrepancies which may have impacted customers' experiences
  • Managed daily operations within the department including resource allocation, scheduling, budgeting
  • Established standards for customer service staff performance and monitored their effectiveness in meeting those standards
  • Explain medical plans to members, pharmacies, any additional verified call with whom agents work with to resolve member issues
  • Handle billing concerns such as billing issues, refunds, escalations as needed
  • Adhere to all call metrics as set forth by the client including Schedule Adherence, Average Handling Time, After Call Work and CSAT scores (Customer Satisfaction Scores) if applicable
  • Implemented and enforced corporate and departmental policies and service standards
  • Drafted and monitored employee scheduling to support effective resource allocation
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Identified needs of customers promptly and efficiently.
  • Coordinated with other department supervisors to ensure smooth workflow and project alignment.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Analyzed company's expenditures and developed financial models.
  • Led weekly team meetings to discuss progress, address issues, and plan future actions.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Call Center Supervisor

Centec
Atlanta, Georgia
04.2020 - 07.2023
  • Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
  • Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
  • Proficiently handled high call volumes while maintaining quality service standards
  • Built trust with customers through personalized conversations
  • Used database system to record notes and call information
  • Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
  • Coordinated staff schedules to ensure optimal coverage during peak hours.
  • Managed budget for call center operations, including forecasting and cost control.
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Recruited and trained new employees to meet job requirements.
  • Monitored calls for quality assurance purposes.
  • Resolved escalated customer complaints in a timely manner.
  • Coached staff on strategies to enhance performance and improve customer relations.

Store Manager

Beauty Masters
Columbus, Georgia
03.2018 - 02.2021
  • Provided leadership and motivation to team members to increase productivity and efficiency within the store
  • Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds
  • Interviewed and hired prospective employees according to team needs
  • Oversaw day-to-day store operations to foster efficient and profitable operations
  • Mentored new employees on store policies and procedures while providing guidance and support in their roles
  • Created weekly work schedules to meet staffing needs while controlling labor costs
  • Addressed employee issues, performed corrective actions, and terminated employment when necessary

Education

Bachelor of Science - BUSINESS ADMINISTRATION - FINANCE

University of California, Los Angeles
Los Angeles, CA
06.1996

Skills

  • Customer Service
  • Issue Resolution
  • Call Center Management
  • Employee Scheduling
  • Call Monitoring
  • Performance Evaluations
  • Customer Relationship Management (CRM)
  • Call Center Operations

Certification

Medical Coding Certificate

References

References available upon request

Timeline

Call Center Supervisor

Centec
04.2020 - 07.2023

Store Manager

Beauty Masters
03.2018 - 02.2021

Healthcare Claim's Supervisor

TSC Services
02.2000 - Current

Bachelor of Science - BUSINESS ADMINISTRATION - FINANCE

University of California, Los Angeles

Similar Profiles

CREATE PROFILE
Ramona Denise Turner