Tanakia Spinks
Charlotte,NC
Summary
To obtain a role that will leverage my skillsets, eduction and experience to be an asset to the department and the organization as a whole. Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.
Overview
16
16
years of professional experience
Work History
Middle School Math Teacher
Charlotte Mecklenburg School System
09.2022 - Current
- Developed strong parent-teacher relationships through consistent communication, resulting in better support for student needs.
- Created a positive classroom environment that promoted respect, inclusivity, and personal responsibility among students.
- Boosted student confidence and problem-solving skills through engaging group work exercises.
- Completed in-service and additional training to maintain professional growth.
- Modeled core values of school on daily basis in interactions with students, families, administrators and fellow teachers.
- Contributed to school-wide initiatives by participating in curriculum development committees and professional development workshops.
- Prepared and implemented lesson plans covering required course topics.
- Implemented data-driven instruction, tailoring teaching methods to address individual student needs and improve overall performance.
- Incorporated differentiated instruction strategies into lesson planning to accommodate diverse learning styles and abilities.
- Developed detailed knowledge of school's mathematics scope and sequence for all related levels to better serve students.
- Collaborated with colleagues to create interdisciplinary lesson plans, enriching students'' learning experiences across subjects.
- Instructed Middle School Students of varying skill levels in principles of mathematics.
- Utilized assessment data to inform instructional decisions, targeting areas of weakness for improvement efforts.
- Adjusted teaching strategies to meet diverse requirements of individualized support plans.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Kept classroom organized, clean and safe for students and visitors.
- Enhanced student comprehension by incorporating real-world examples and hands-on activities in lessons.
- Reviewed latest standards to review teaching strategies for compliance with requirements.
- Strengthened students'' critical thinking skills by emphasizing problem-solving strategies in daily math practice.
- Served as a mentor for new teachers, providing guidance on best practices and classroom management techniques.
- Organized after-school tutoring sessions for struggling students, offering additional support and resources to ensure success.
- Conducted regular parent conferences to provide updates on student progress and discuss strategies for continued academic growth at home.
- Mentored students on individual basis to help develop math skills.
- Encouraged critical thinking and problem-solving to help students develop mathematical reasoning.
- Diversified teaching techniques and learning tools help students with differing ability levels and varied learning modalities.
- Provided meaningful math instruction to improve math skills of children.
- Provided additional support for students with special needs and learning disabilities.
- Provided one-on-one attention to students, while maintaining overall focus on entire group.
- Communicated with parents and guardians regarding student progress and behavioral issues.
- Devised and implemented classroom management strategies, maintaining safe and pleasant learning environment.
- Attended teacher conferences and workshops to stay abreast of new developments in math education.
- Assessed submitted class assignments, determined grades, and reviewed work with struggling students to boost success chance.
- Increased parent satisfaction through well-organized IEP meetings and family conferences focused on improving parent-child bonding skills.
- Administered and interpreted assessment results to determine learners' challenges.
- Established positive rapport with all students and parents through home calls, emails, and Parent Teacher Club.
- Integrated Smartboard and other instructional technologies into classroom.
- Implemented differentiated instruction to meet needs of diverse learners.
- Planned and supervised class projects, field trips and visits by guest speakers.
- Utilized group and hands-on learning experiences for proficient teacher evaluation score.
Claims Manager
Lincoln Financial Group
11.2020 - 09.2022
- Act as the main point of contact communicating through email/phone with external stakeholders including medical professionals and employers to obtain necessary documents/medical information related to the claim
- In addition, I inform employers on the status of their employee and any anticipated changes based on the claim
- Create transparency with individuals by providing detailed information about the claims process including policy coverage and utilization, while recognizing what needs to be done to meet customer expectations
- Process complex claims for payment or denial in accordance with established procedures and guidance ensuring that the claimant is updated in a timely manner by demonstrating flexibility/responsiveness to meet customer needs on routine work independently
- Identify, recommend and champion process improvements and organizational initiatives to positively influence the team and quality
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Established strong relationships with external partners such as medical providers, legal professionals, and repair services for efficient case management.
- Reduced claim disputes by enforcing strict adherence to policy terms and conditions.
- Utilized advanced software tools to efficiently manage large caseloads and track progress on individual cases.
- Determined proper course of action for claims processing.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Researched claims and incident information to deliver solutions and resolve problems.
Recruiter/On Site Manager
TalentBridge
09.2019 - 03.2020
- Partner with client to align their strategies, cultures, processes and organization structures with the needs of the organization by providing a full range of organization effectiveness and consultation services which include, but are not limited to, interpersonal and intergroup relations, change management, business and strategic planning, structural design, restructuring/realignment planning, goal and objective setting, performance management consultation, development and career progression consultation
- Key Responsibilities
- Increase awareness of sound HR principles and practices through daily interactions with assigned clients
- Identify development needs and trends in the organization, recommend and implement a variety of programs and initiatives
- Provide leadership and expertise to cross-functional team and participates in cross-functional initiatives
- Support the HR division by collaborating and engaging with other HR partners to ensure one message to the client
- Influence innovation in the client's use of the HR programs and activities to support effective business solutions
- Partner with client groups or HR partners to develop strategic communication plans
- Lead change efforts
- Support the Talent Acquisition team within market recruitment needs
- Take appropriate risks, provide candid observations and influence others in a caring, respectful and productive manner
- Capitalize on opportunities to share best practices and advance delivered outcomes
Social Services Supervisor
Mecklenburg County DSS
03.2013 - 05.2016
- Oversaw daily activities of Case Management Department, ensuring seamless operations and high-quality employee performance
- Supervised all facets of financial management regarding allotments and departmental issuances, including planning, systems, and controls
- Analyzed data to forecast long-term financial plans, planning departmental budget accordingly
- Managed payroll activities, including benefit accrual
- Coached office manager on weekly basis for process improvement
- Represented department as liaison in state and federal hearings
- Key Accomplishments:
- Improved operational systems and systems to advance accuracy in management reporting, information flow, daily business processes, and organizational planning
- Spearheaded initiatives within management team to address long-term operational excellence
- Reviewed and revised policies for streamlining and to ensure accuracy
- Collaborated with HR, IT, and Finance to perform business analysis of departmental effectiveness, efficiency, and implemented process improvement measures to streamline operations through increased coordination and communication between support and business functions
- Coordinated multidisciplinary teams in addressing clients'' varied needs effectively and efficiently.
- Managed complex caseloads while maintaining high levels of client service and accurate documentation.
- Provided supervision and mentorship to new social workers, fostering professional growth and development within the department.
- Collaborated with community organizations to establish partnerships that benefited clients'' well-being and access to resources.
- Fostered a culture of accountability within the department by promoting performance-driven goal setting and reinforcing professional standards of conduct.
- Advanced internal communication efforts through timely reporting on department accomplishments, challenges, and opportunities for growth to senior leadership team members.
- Increased employee retention by developing a supportive work environment focused on open communication and collaboration among team members.
- Conducted regular case reviews with staff members, emphasizing adherence to best practices in social work interventions.
- Improved team efficiency by providing staff training, guidance, and performance evaluations.
- Optimized resource allocation by assessing programmatic needs against budgetary constraints, making informed decisions on staffing levels and service provision adjustments accordingly.
- Established departmental goals aligned with organizational objectives, monitoring progress towards achieving desired outcomes.
- Ensured compliance with all relevant federal, state, local regulations pertaining to the provision of social services within the organization''s scope of practice.
- Promoted continuous improvement in service delivery through ongoing assessments of current practices and identification of areas for enhancement.
- Championed client advocacy initiatives, ensuring clients'' voices were heard and their rights protected throughout service delivery processes.
- Implemented crisis intervention strategies when necessary, ensuring safety for clients and staff members.
- Enhanced client satisfaction by implementing individualized support plans and case management strategies.
- Referred families to shelters, legal resources, and educational programs.
- Oversaw staff development through in-depth trainings, workshops, seminars, and other learning opportunities.
Call Center Supervisor
Mecklenburg County DSS
08.2008 - 03.2013
- Direct call center operations by supervising daily activities, overall processes, and employee performance
- Resolved escalated calls by serving as liaison between clients, social service programs, and call center employees
- Regularly reviewed call center statistics to measure staff performance and evaluate need for performance coaching
- Monitored interactions between staff and callers for quality standards
- Coordinated with HR to hire and train staff
- Key Accomplishments:
- Managed employee performance by evaluating for quality and efficiency, identifying improvement opportunities and utilizing real-time feedback, professional development classes, and corrective action plans to coach employees toward meeting objectives
- Ensured high-level quality customer service by completing quality checks and performance reports
- Conducted group training sessions to update team members on changes to program offerings and technology
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Created team rotations to man center effectively during peak hours.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Managed budget for call center, optimizing resource allocation to meet operational goals.
- Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
- Streamlined incident reporting processes, allowing for quicker resolution of customer issues.
- Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
- Facilitated cross-training programs, enabling team members to handle wider range of inquiries.
Education
Residency License - Math
Charlotte Mecklenburg Schools Residency
Charlotte, NC08.2020
Bachelor's - Business Management
ASHFORD UNIVERSITY
Clinton, IA04.2013
Skills
- Site Safety
- Change Management
- Financial Planning
- Process Improvement
- Management Consulting
- Performance Management
- Talent Acquisition
- Quality Assurance
- Strategic Planning
- Program Management
- Social Work
- Interviewing
- Human Resources
- Budgeting
- Business Analysis
- Vendor Management
- PeopleSoft
- Supervising experience
- Call Monitoring
- Coaching and Mentoring
- Staff Motivation
- Document Management
- Employee Motivation
- Information tracking
- Customer service focus
- Schedule Coordination
- Technical Support
- Training delivery
- Training Management
- Training Coordination
- Timekeeping abilities
- Report Writing
- Documentation expertise
- Scheduling proficiency
- Reporting skills
- Employee Coaching
- Customer Retention
- Staffing and scheduling
- Performance Evaluation
- Staff Management
- Complaint resolution
- Personnel Management
- Business Administration
- Negotiation
- Public Speaking
- Account penetration
- Business Planning
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Team Management
- Team building
- Leadership Development
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Customer Relationship Management
- Analytical Thinking
- Conflict Resolution
- Training and Development
- Goal Setting
- Professionalism
- Interpersonal Communication
- Time management abilities
- Continuous Improvement
- Adaptability
- Written Communication
- Project Management
- Crisis Management
- Data Analysis
- Vendor relationships
- Professional Demeanor
- Problem-solving aptitude
- Performance Evaluations
- Performance Metrics
- Cross-Functional Collaboration
- Operations Management
References
References available upon request.
Timeline
Middle School Math Teacher
Charlotte Mecklenburg School System
09.2022 - Current
Claims Manager
Lincoln Financial Group
11.2020 - 09.2022
Recruiter/On Site Manager
TalentBridge
09.2019 - 03.2020
Social Services Supervisor
Mecklenburg County DSS
03.2013 - 05.2016
Call Center Supervisor
Mecklenburg County DSS
08.2008 - 03.2013
Residency License - Math
Charlotte Mecklenburg Schools Residency
Bachelor's - Business Management
ASHFORD UNIVERSITY
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