Tamika Hollis
St Louis,MO
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 10+ year background maintaining customer satisfaction and contributing to company success. Proficient in Epic Software. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated years expertise, including competitive offerings, pricing and market positioning. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Home Health Care Provider
Premium In Home Care
06.2019 - Current
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Completed household management tasks for clients within private home settings.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Provided assistance to clients by handling household cleaning duties, managing schedules, and transporting to and from medical appointments.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Assisted disabled clients to support independence and well-being.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Monitored progress and documented patient health status changes to keep care team updated.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Transported clients for medical and personal outings.
- Scheduled and coordinated medical appointments.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Provided direct personal care and administrative services to clients.
- Trained new staff members on best practices for home health care.
- Delivered top-notch care for children with developmental disabilities, acquired illnesses or injuries.
- Provided Excellent Customer Service Daily.
Lead Patient Access Representative
Mercy Hospital St. Louis
10.2018 - 04.2023
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided Excellent Customer Service
- Trained new staff on hospital processes and procedures.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Resolved patient billing issues in line with established guidelines.
- Addressed bad debts in line with set protocols.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Verified patient insurance eligibility and entered patient information into system.
- Responded to inquiries by directing calls to appropriate personnel.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Delivered support to medical staff in completion of patient paperwork.
- Resolved customer complaints using established follow-up procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Trained new personnel regarding company operations, policies and services.
- Provided Excellent Customer Daily.
Customer Service Manager
Walmart
10.2014 - 12.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Generated customer satisfaction surveys to analyze results into action plans.
- Developed and offered unique discount options to drive interest in new product lines.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Identified opportunities and found solutions for continuous improvement.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Led, built and developed team for modeling service excellence.
- Organized and balanced multiple priorities within fast-paced environment.
- Provided Excellent Customer Service
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed inventory control, cash control, and store opening and closing procedures.
- Provided Excellent Customer Service Daily.
Home Care Provider
Emmaus Homes
09.2016 - 11.2018
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted disabled clients to support independence and well-being.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Helped clients maintain optimal health by overseeing medication administration and doctor's appointments.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Administered medication as directed by physician.
- Assisted patients with self-administered medications.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Monitored progress and documented patient health status changes to keep care team updated.
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Provided mobility assistance such as walking and regular exercising.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Provided transportation and appointments management.
- Developed individual care plans for clients based on specific needs.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Developed rapport to create safe and trusting environment for care.
- Followed nutritional plans to prepare optimal meals.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness.
- Transported clients for medical and personal outings.
- Monitored changes in clients' conditions to report concerns to supervisor.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Provided direct personal care and administrative services to clients.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Scheduled and coordinated medical appointments.
- Administered medications in accordance with doctor's instructions.
- Documented vital statistics and coordinated with health care providers.
- Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
- Provided Excellent Customer Service Daily.
Cashier
Walmart
06.2006 - 11.2014
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Tallied cash drawer at beginning and end of each work shift.
- Upsold additional products and services to customers, increasing revenue.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Processed refunds and exchanges in accordance with company policy.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Provided Excellent Customer Service Daily.
Store Manager
Family Dollar
04.2009 - 01.2014
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Developed and implemented successful staff incentive programs to motivate employees.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Cash Management Such As Properly Checking Garda In.
- Provided Excellent Customer Service Daily.
Education
High School Diploma -
Vashon High School
St Louis, MO05.2005
Skills
- Customer Service
- Project Management Experience
- Curriculum Development Expertise
- Training Material Creation
- Cross-Functional Teamwork
- Expert Communication
- Process Improvement Initiatives
- Multitasking Abilities
- Learning Management System Expertise
- Effective Time Management
- Strong Leadership Abilities
- Advanced Presentation
- Performance Evaluation Techniques
- Problem Solving Aptitude
- Healthcare Regulatory Compliance
- Conflict Resolution Strategies
- Customer Service Orientation
- Epic Software Proficiency
- Management Consultation
- Training Method Development
- Course Materials Development
- Group Discussion Facilitation
- Job Skill Building
- Orientation and Onboarding
- Team Exercises
- Decision-Making
- Group Instruction
- Materials Preparation
- Online Training Experience
- Clear Communication
- Coaching and Development
- Goal setting
- Schedule Coordination
- One Call Resolution
- Talent Development
- Workflow Management
- Training and Mentoring
- Handling Escalations
- Effective Workflow Management
- Excellent Time Management Skills
- Account Updates
- New Hire Training
- Positive and Constructive Feedback
- Customer Relations
- Cash Handling
- Skilled Trainer
- Team Building and Leadership
- Exceptional Telephone Etiquette
- Issue Resolution
- Active Listening
- Multitasking
- Care Plan Implementation
- Medication Administration
- Patient Care
- State Regulations Knowledge
- Progress Documentation
- Documentation Management
- Patient Transportation
- Complaint Resolution
- Payment Processing
- Credit Card Applications
- Invoicing
- Money Handling
- Cash Handling Expertise
- Banking Regulations Knowledge
Timeline
Home Health Care Provider
Premium In Home Care
06.2019 - Current
Lead Patient Access Representative
Mercy Hospital St. Louis
10.2018 - 04.2023
Home Care Provider
Emmaus Homes
09.2016 - 11.2018
Customer Service Manager
Walmart
10.2014 - 12.2022
Store Manager
Family Dollar
04.2009 - 01.2014
Cashier
Walmart
06.2006 - 11.2014
High School Diploma -
Vashon High School
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