SATINN FIELDS
Summary
Leadership-focused operations professional with strengths in workforce management, performance tracking, and team development. Combines customer service, HIPAA-compliant communication, and operational reporting to support efficient call center performance, stronger workflows, and consistent support for staff and clients.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Operations and Client Experience Leader
Datavant
01.2022 - Current
- Manage agent population in real time to optimize performance and service levels.
- Develop and implement effective strategies to optimize operational performance.
- Ensure staff have the necessary resources, training, and support to succeed in their roles.
- Identify improvement opportunities in processes to enhance efficiency and effectiveness.
- Establish performance metrics to evaluate operational efficiency and guide team objectives.
- Monitor individual and department results that proactively address productivity and customer concerns
- Conduct regular performance evaluations and provide targeted feedback and development opportunities to staff.
- Provide leadership, insight and mentoring to newly hired employees, supplying knowledge of various company programs.
- Ensure each associate in the call center has the skills and knowledge necessary to provide excellent customer service
- Structured HR consulting services to support clients during organizational developments and changes.
Outreach Agent
Ciox Health
01.2021 - 01.2022
- Contacted medical providers by phone to facilitate timely submission of charts through preferred methods
- Addressed questions or concerns from provider offices and followed up on initial contacts to ensure clarity and satisfaction
- Ensured compliance with HIPAA regulations to protect patient privacy and ensured the right to privacy for patient records
- Met call volume and quality requirements and adhered to daily and weekly call goals
- Log all call transactions into the designated computer software systems
- Maintained accurate records and managed data entries to support efficient tracking and compliance
Merchandising Clerk
Lowes Home Improvement
01.2019 - 01.2021
- Implemented merchandising plans to enhance profitability and achieve departmental goals
- Executed targeted merchandising and promotional plans to ensure well-stocked, organized, and up-to-date displays
- Created visually appealing merchandise displays to generate impulse purchases and increase revenue
- Collaborated with visual merchandisers to develop promotional strategies and attract new clientele
- Identified customer needs, provided recommendations, answered questions, and resolved conflicts promptly
Massage Therapist
Integrate Health & Wellness, LLC.
01.2019 - 01.2020
- Developed and facilitated client treatment plans based on individual needs, goals, and preferences
- Educated clients on techniques and strategies to improve posture and movement, enhancing overall satisfaction
- Cultivated relationships and built rapport with clients, generating loyalty and securing word-of-mouth referrals
- Provided administrative support, managing accounts and maintaining confidential records to ensure smooth operations
General Manager
Five Below
01.2018 - 01.2019
- Managed daily retail operations, ensuring efficient staff scheduling, inventory management, payroll, and employee relations
- Recruited, interviewed, and hired quality employees; reduced staff turnover and boosted employee engagement
- Supervised and coached staff on policies, procedures, best practices, and customer service standards to enhance service quality
- Received consistent high marks on customer surveys by creating a customer-focused atmosphere
Department Manager
Walmart
01.2015 - 01.2018
- Resolved escalated customer service issues, identifying solutions to ensure complete satisfaction
- Increased company-wide communication by collaborating cross-functionally with store management and employees
- Delegated responsibilities to employees, enhancing workflows and improving operational efficiency
- Processed, tracked, and managed inventory while verifying invoices against shipments and reconciling discrepancies
MRI Tech Assistant
Overlook Medical Center
01.2009 - 01.2014
- Conducted new patient interviews to obtain health histories, vital signs, and current medical information
- Coordinated medical charts and information while ensuring compliance with HIPAA guidelines to protect patient confidentiality
- Oversaw care for multiple patients simultaneously in a busy clinic, maintaining quality service in a fast-paced environment
- Handled high volumes of multi-lined phone calls, ensuring prompt and professional service to enhance patient experience
Education
Massage Therapy 2018-2020 -
Miller-Motte College
Cary, NC05-2018
Skills
- Call center analysis
- Performance metrics
- Workforce management
- HIPAA compliance
- Project management
- Data analysis tools
- Operational reporting
- Team leadership
- Cross-functional collaboration
- Leadership skills
- Critical thinking
- Problem solving
- Conflict resolution
- Employee training
- Quality assurance
- Clear communication
Certification
- Notary
- Life Insurance Producer
Timeline
Operations and Client Experience Leader
Datavant
01.2022 - Current
Outreach Agent
Ciox Health
01.2021 - 01.2022
Merchandising Clerk
Lowes Home Improvement
01.2019 - 01.2021
Massage Therapist
Integrate Health & Wellness, LLC.
01.2019 - 01.2020
General Manager
Five Below
01.2018 - 01.2019
Department Manager
Walmart
01.2015 - 01.2018
MRI Tech Assistant
Overlook Medical Center
01.2009 - 01.2014
Massage Therapy 2018-2020 -
Miller-Motte College