Summary
Overview
Work History
Education
Skills
Websites
References
Certification
Timeline
Generic

Savanna Fugate

Townsend,GA

Summary

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

8
8
years of professional experience
1
1
Certification

Work History

Enterprise Contact Center Supervisor

Bon Secours Mercy Health
02.2020 - Current
  • Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
  • Streamlined contact center operations for increased efficiency and improved service quality.
  • Developed and implemented training programs to enhance team performance and productivity.
  • Reduced average handling time with effective coaching and feedback sessions for agents.
  • Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
  • Implemented workforce management strategies to optimize staffing levels, ensuring timely response to customer inquiries.
  • Created a positive work environment, fostering strong teamwork and agent engagement.

Customer Sales Representative Supervisor

ETech Inc
02.2017 - 02.2022
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Improved sales revenue with effective communication of product features, benefits, and promotions.
  • Built strong relationships with clients through attentive service, leading to repeat business and referrals.
  • Streamlined internal processes for better efficiency in handling customer inquiries and order processing.
  • Collaborated with team members to achieve monthly sales targets consistently.

Patient Access Representative

Dayton’s Children’s Hospital
02.2017 - 01.2020
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
  • Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.

Front Office Specialist

Contemporary Obstetrics & Gynecology
10.2015 - 10.2016
  • Enhanced customer satisfaction by efficiently managing front office tasks and providing exceptional service.
  • Streamlined appointment scheduling for improved patient experience and increased daily appointments.
  • Provided compassionate care, consistently prioritizing patients'' needs and comfort during their visits.
  • Maintained strict confidentiality by securely handling sensitive patient data in accordance with HIPAA regulations.
  • Facilitated clear communication between patients, providers, and insurance companies to resolve billing discrepancies and minimize financial burdens on patients.

Education

Bachelors of Christian Studies - Youth Ministry

Grand Canyon University
Remote
03.2025

Medical Office and Billing Specialist - Medical Billing And Coding

Ultimate Medical Academy
Remote
05.2013

Skills

  • Policy Enforcement
  • Training and coaching
  • Task organization
  • Delegation and prioritization
  • Escalation Handling
  • Training and mentoring
  • Schedule development
  • Team Collaboration
  • Relationship Building
  • Account Management

Websites

References

  • Bridgette Blackmon, 513-390-5253, Bblackmon@mercy.com
  • Jacqueline Klein, 513-430-5999, Jklein@mercy.com
  • Tangie Lewis, 513-503-0065, Tlewis5@mercy.com

Certification

  • Medical Billing and Coding, UMA

Timeline

Enterprise Contact Center Supervisor

Bon Secours Mercy Health
02.2020 - Current

Customer Sales Representative Supervisor

ETech Inc
02.2017 - 02.2022

Patient Access Representative

Dayton’s Children’s Hospital
02.2017 - 01.2020

Front Office Specialist

Contemporary Obstetrics & Gynecology
10.2015 - 10.2016

Bachelors of Christian Studies - Youth Ministry

Grand Canyon University

Medical Office and Billing Specialist - Medical Billing And Coding

Ultimate Medical Academy

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Savanna Fugate