TANEISHIA RILEY
People Centered Leader| Call Center Operations
Morristown
Summary
Accomplished leader with 18 years of experience in call center operations, team development, and strategic execution. Skilled in driving business results through effective coaching, client-focused service, operational excellence, and cross-functional collaboration. Demonstrated ability to motivate teams, streamline processes, and cultivate inclusive environments that promote high performance. Recognized for exceptional interpersonal skills, project management expertise, and talent development. Committed to delivering excellence and enhancing customer experiences in alignment with organizational values.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Unit Associate
Morristown Medical Center
04.2024 - Current
- Deliver administrative and operational support to the Emergency Department, including patient scheduling, chart updates, and coordination with specialists.
- Maintain professionalism and hospitality in all patient and family interactions, aligning with PRIDE values.
- Aided in the training of new hires by mentoring them on unit policies, procedures, best practices while modeling exceptional teamwork skills.
- Safeguarded confidential patient information by adhering to strict HIPAA regulations during all interactions with medical personnel, patients, and families.
- Demonstrated adaptability and flexibility in the face of changing unit requirements or unexpected challenges, consistently maintaining professional composure.
Sr. Credit Professional
Tiffany & Co.
08.2023 - Current
- Evaluate consumer and business credit applications, assess risk, and make approval decisions in compliance with departmental policies and credit bureau standards.
- Monitor accounts for over-limit activity, fraud trends, and policy adherence; report anomalies and red flags.
- Manage updates to internal intranet and ensure alignment with external credit policies and best practices.
- Collaborate on special projects, optimizing workflow and enhancing cross-departmental communications.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Sr. Clinical Administrator
UnitedHealthcare
09.2021 - 08.2023
- Company Overview: Remote
- Managed a portfolio of member accounts by providing white-glove support, resolving escalated issues, and coordinating with internal departments and healthcare providers.
- Scheduled and facilitated appointments, resolved billing inquiries, and educated members on healthcare options.
- Delivered end-to-end concierge service, ensuring continuity of care, improving patient outcomes, and connecting members with community resources such as housing and food assistance.
- Led training sessions on empathy, de-escalation, and call resolution strategies for new hires and junior team members.
- Remote
Supervisor, Retention
Spectrum
02.2022 - 09.2022
- Supervised a team of 16 customer service agents in a fast-paced sales and retention environment.
- Implemented strategic coaching plans and real-time feedback loops that resulted in a 25% increase in revenue.
- Conducted live call monitoring, handled escalations, and developed performance improvement plans that directly impacted retention and sales KPIs.
- Fostered a collaborative, high-performance culture built on training, recognition, and inclusive leadership.
Sr. Warranty Claims Administrator
GAF
10.2020 - 07.2021
- Processed homeowner warranty claims, verified documentation, and analyzed inspection results to determine eligibility.
- Ensured compliance with legal guidelines and delivered accurate, timely decisions for high-volume case loads.
- Liaised between field inspectors, labs, and internal departments to expedite claim resolution.
Regulatory Legal Compliance Lead
Verizon
01.2011 - 12.2018
- Served as Custodian of Records and compliance liaison between Verizon and law enforcement/legal entities.
- Processed subpoenas and legal inquiries while ensuring strict adherence to federal, state, and corporate policies.
- Spearheaded departmental quality control reviews and led monthly leadership briefings.
- Coached and mentored peers while updating legal compliance materials and internal SOPs.
Facilitator, Customer Service
Verizon Wireless
05.2005 - 01.2011
- Designed and led training programs to onboard, upskill, and support high-performing customer service teams.
- Conducted needs assessments, collaborated with QA, and updated training materials to align with business goals.
- Led calibration sessions, coached on soft skills and system usage, and maintained training documentation across platforms.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
- Developed mentorship program, connecting experienced professionals with newcomers to foster skill development.
Education
Mini MBA - Business Essentials Executive Program
Rutgers University
Piscataway, NJMaster of Arts - Adult Education & Training
University of Phoenix
Phoenix, AZBachelor of Science - Management
University of Phoenix
Phoenix, AZSkills
- Experienced in using Microsoft Office
- Experienced with G Suite applications
- Experience with SAP systems
- Expertise in EPIC /Athena systems
- Data warehouse management
- HIPAA compliance
- Team collaboration
- Conflict resolution
- Process improvement
- Training and mentoring
- Communication skills
- Meeting facilitation
- Cross-functional teamwork
- Claims processing
- Multitasking and organization
- Clinical and administrative support
Certification
Substitute Teaching Certificate, New Jersey
Timeline
Unit Associate
Morristown Medical Center
04.2024 - Current
Sr. Credit Professional
Tiffany & Co.
08.2023 - Current
Supervisor, Retention
Spectrum
02.2022 - 09.2022
Sr. Clinical Administrator
UnitedHealthcare
09.2021 - 08.2023
Sr. Warranty Claims Administrator
GAF
10.2020 - 07.2021
Regulatory Legal Compliance Lead
Verizon
01.2011 - 12.2018
Facilitator, Customer Service
Verizon Wireless
05.2005 - 01.2011
Master of Arts - Adult Education & Training
University of Phoenix
Bachelor of Science - Management
University of Phoenix
Mini MBA - Business Essentials Executive Program
Rutgers University
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