Suseth Parris, ADN, RN

Answering and making calls to patients, and addressing their needs.

This involves being patient-oriented, focused, detail-oriented, and efficient.

Understanding access center applications such as Epic, Verint, and Salesforce.

Completed biweekly payroll for 15 or more employees.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Evaluated employee performance, and coached and trained to improve weak areas.

Achieved results by working with staff to meet established targets.

Accountability was to manage the day-to-day performance of a team of 20+ associates.

This involves providing on-the-job training, creating a team-positive atmosphere, developing overall skills, as well as monitoring results, providing feedback, and rapidly improving performance.

Developed key talent over the years and have promoted several individuals to leadership roles.

I took pride in coaching, improving individual competency, and seeing people succeed.

Coached frequently, put permanence management plans in place, conducted annual assessment plans, and recommended merit increases.

Develop and implement processes and/or operational improvements to enhance the efficiency and effectiveness of call center agent staff.

I shared these with my peers across the business.

Handled customer relations issues, enabling quick resolution, and client satisfaction.

Conducted team meetings to reinforce goals and objectives, and set clear expectations about policies and procedures.

Resolved customer issues quickly to close deals and boost client satisfaction.