Sirena Nieman
Wayne,MI
Summary
Dynamic leader with proven expertise in workforce management and employee engagement, honed at the University of Michigan. Excelled in enhancing service delivery and team productivity through effective training and mentoring. Skilled in utilizing Microsoft Office Suite and Zoom for operational efficiency. Achieved significant improvements in customer satisfaction and team performance metrics.
Overview
15
15
years of professional experience
Work History
Contact Center Supervisor
University of Michigan
Ann Arbor, USA
01.2021 - 02.2025
- Used video conferencing solutions to communicate and train personnel in remote offices.
- Delivered constructive call process feedback.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
- Led weekly project meetings with internal stakeholders in order to ensure timely completion of projects.
- Investigated customer complaints and implemented corrective actions when necessary.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Analyzed call center data to identify areas of improvement in service delivery and productivity.
- Collaborated with other departments within the organization in order to provide comprehensive support for customers.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Developed and monitored key performance indicators to assess team productivity.
- Provided feedback on agent performance through one-on-one sessions or group training sessions.
- Facilitated training sessions for new hires and ongoing development for existing staff.
Clinic Lead - Internal Medicine Department at Canton Health Center
University of Michigan
Ann Arbor, USA
10.2015 - 01.2021
- Ensured clinic compliance with federal, state, and local healthcare regulations.
- Developed strategies to improve operational efficiency of the clinic.
- Facilitated continuing education and professional development opportunities for staff.
- Coordinated work activities and scheduling of medical, nursing and physical plant staff.
- Coordinated with medical staff to ensure adherence to clinical protocols and patient satisfaction.
- Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
- Responded promptly to urgent requests from clinicians or other personnel as needed.
- Managed daily operations of the clinic, including scheduling appointments and assigning tasks to staff.
- Coordinated with other departments within the health system to ensure seamless patient experience.
Education
Associate of Applied Science - Healthcare
Schoolcraft Community College
Livonia, MI05.2011
Skills
- Workforce management
- Employee engagement
- Call monitoring
- Information tracking
- Customer service focus
- Scheduling proficiency
- Timekeeping
- Training coordination
- Coaching and mentoring
- Training management
- Microsoft office suite, Zoom, Teams, Epic, google docs & one drive
References
References available upon request
Affiliations
Special needs advocate
Accomplishments
- 2 Day Lean Course at Michigan Medicine Certificate of completion
- Making a Difference Award for going above and beyond for a patient creating an overall better experience.
References
References available upon request.
Timeline
Contact Center Supervisor
University of Michigan
01.2021 - 02.2025
Clinic Lead - Internal Medicine Department at Canton Health Center
University of Michigan
10.2015 - 01.2021
Associate of Applied Science - Healthcare
Schoolcraft Community College
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