Tamira Jones
Red Oak,Texas
Summary
I have managed escalation processes with exceptional proficiency and led a highly skilled team of specialists to resolve customer issues expeditiously. I have also developed and implemented processes and specialized training sessions that significantly enhanced service efficiency and accuracy.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Senior Specialist
CCS Medical
09.2023 - Current
- Managed customer escalations by maintaining open communication and ensuring their needs were addressed with care and transparency.
- Developed comprehensive documentation for each escalated case, ensuring accurate tracking and reporting of issues.
- Introduced proactive measures to identify potential escalations early, allowing for timely intervention and resolution.
- Streamlined escalation processes to facilitate quicker issue resolution and enhance the customer experience.
Sephora Lead of Operations
Kohls
09.2022 - 03.2023
- Managed customer escalations by maintaining open communication and ensuring their needs were addressed with care and transparency.
- Developed comprehensive documentation for each escalated case, ensuring accurate tracking and reporting of issues.
- Introduced proactive measures to identify potential escalations early, allowing for timely intervention and resolution.
- Streamlined escalation processes to facilitate quicker issue resolution and enhance the customer experience.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Care Specialist/Escalations Supervisor
Alto Pharmacy
06.2021 - 07.2022
- Designed and implemented processes to ensure consistent results and effective solutions.
- Monitored billing, prior authorization, and escalations queues for prompt and orderly processing.
- Directed a team of 6 escalation specialists, providing support and guidance to ensure daily queue clearance.
- Maintained and monitored an escalation tracker for repeat customers, ensuring timely resolution and completion of escalations.
- Compiled weekly reports detailing common issues, associate repeat errors, mailing errors, and prescription errors.
- Recommended, implemented, and conducted coaching and training sessions for associates to address procedural and repeat errors.
Pharmacy Technician Trainee
Tempe Arizona
02.2016 - 08.2021
- Produced prescription labels and fulfilled hundreds of medication orders according to physician's request
- Managed Inventory of over 150 medications
- Supervised cash/credit handling and performed consistent billing practices to ensure customer satisfaction.
Skills
- Escalation Management
- Communications Strategies
- Spreadsheet Tracking
- Constructive Feedback
- Call Control
- Complaint Investigations
Accomplishments
Accomplishments at CCS:
- Achieved significant improvement in scorecard metrics, increasing my average score from 2.19 in January to 3.83 in May.
- Achieved the second-highest overall metric on my team as a newly promoted senior specialist by managing 235 patient emails per week with exceptional accuracy and efficiency.
I was entrusted with two crucial projects aimed at enhancing patients' medical experiences:
- PWO Project: Led by Michele Parker, this project involved reviewing patient profiles to ensure proper documentation for shipping supplies and promptly adhering to the documentation workflow. Since its inception, we have processed over 8,000 profiles.
- Duplicate Order Project: This project reviewed patient profiles to identify and resolve duplicate orders.
These projects highlight my ability to manage detailed tasks and contribute to process improvements.
- PSL Team Member: Addressed patient inquiries and escalated issues, providing timely resolutions. Managed and resolved issues for nine patient profiles.
- Sam's Club Engagement Team: Contributed to creating engaging activities and ideas to boost team engagement and productivity.
- Guardian Group Team: Focused on delivering safety tips for both home and office environments.
- Maintained a consistent average hold time of 2 minutes and 30 seconds, positively impacting my metrics.
Education
Diploma Program - Medical Billing And Coding
12.2023 - Current
- Continuing education in Medical billing and Coding
- Awarded Academic Excellence Scholarship
- Dean's List Winter 2024 Semester
- 4.0 GPA
Timeline
Bryant And Stratton College - Diploma Program, Medical Billing And Coding
12.2023 - Current
Senior Specialist - CCS Medical
09.2023 - Current
Sephora Lead of Operations - Kohls
09.2022 - 03.2023
Care Specialist/Escalations Supervisor - Alto Pharmacy
06.2021 - 07.2022
Pharmacy Technician Trainee - Tempe Arizona
02.2016 - 08.2021
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