Summary
Overview
Work History
Education
Skills
Accomplishments
Purple Belt
Timeline
Generic

Tammy Jones

Customer Service/Healthcare
Mebane,NC

Summary

Proven leader in enhancing team performance and customer satisfaction at UNC Health Care through strategic problem-solving and effective team management. Excelled in implementing targeted strategies and mentoring, achieving measurable results. Skilled in technical support and fostering teamwork, significantly improving response times and service quality.

Overview

28
28
years of professional experience

Work History

Admin. Support Supervisor

UNC Health Care
02.1996 - Current
  • Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
  • Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
  • Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
  • Implemented a knowledge management system to centralize information resources for easy access by the support team.
  • Mentored junior team members, providing guidance on best practices and professional development opportunities.
  • Streamlined support processes for increased efficiency and improved response times.
  • Cultivated strong relationships with key clients through proactive communication and personalized attention to their unique needs.
  • Enhanced customer satisfaction by promptly addressing and resolving support issues.
  • Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
  • Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
  • Developed staff training programs to ensure consistent service quality across the team.
  • Managed a team of support professionals, fostering an environment of collaboration and growth.
  • Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
  • Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Provided technical support to customers, troubleshooting technical issues and providing solutions.
  • Coached employees through day-to-day work and complex problems.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

Customer Service Representative

Tanger Outlets
09.2022 - 07.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Orange High School
Hillsborough, NC

Associate of Science - Practical Nursing

Durham Technical Community College
Durham, NC

Skills

  • Team Management
  • Task Delegation
  • Feedback Delivery
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Technical support expertise
  • Office Administration
  • Training and mentoring
  • Flexible Schedule
  • Work Planning and Prioritization
  • Leading Team Meetings
  • Team Development
  • Staff Management
  • Staff Training
  • Corrective Actions
  • HR collaboration
  • Continuous Improvement
  • Employee Development
  • Schedule Coordination
  • Performance Evaluations
  • Performance Management
  • Decisive Decision-Making
  • Professional Networking
  • Business Planning
  • Policy Development
  • Retention Strategies
  • Meeting Coordination
  • Multitasking and Organization
  • Team Leadership
  • Decision-Making
  • Phone and Email Etiquette
  • Employee Supervision
  • Documentation and Recordkeeping
  • Data Entry
  • Handling Complaints
  • Office Management
  • Coaching and Mentoring
  • Administration and Operations
  • Scheduling and calendar management
  • Goal Setting
  • Appointment Scheduling
  • Staff Scheduling
  • Root Cause Analysis
  • Event Coordination
  • Business Administration

Accomplishments

  • Achieved moving my clinics to a new model by completing all the required training and making sure my staff was equipped with all of the tools needed with accuracy and efficiency.
  • Supervised team of 13 staff members.
  • Collaborated with team of 15 in the development of the new scheduling system for outpatient infusions.
  • Collaborated with team of 10 in the development of WELL texting for patients in our clinic.

Purple Belt

Our project included building a better check in and  scheduling process for our patients.   We currently have Kiosk machine checking patients in for there clinic appointments,  online scheduling for patients and 2 way text messaging.  Once we made these changes, it has improved our communication with the patients and patients are checked in sooner. 


Timeline

Customer Service Representative

Tanger Outlets
09.2022 - 07.2023

Admin. Support Supervisor

UNC Health Care
02.1996 - Current

High School Diploma -

Orange High School

Associate of Science - Practical Nursing

Durham Technical Community College

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Tammy Jones Customer Service/Healthcare