Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanya Hill

Walton,KY

Summary

Motivated and disciplined team player with a solid background of success in call center environments. Successful at satisfying customers while maintaining strict productivity and accuracy standards.

Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

17
17
years of professional experience

Work History

Program Manager

RDI Corporation
10.2021 - 07.2025
  • Interacted with customers and clients to identify business needs and requirements.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Developed and maintained logistics workflows, procedures and reports.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Identified program obstacles and communicated possible impacts to team.
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Devised tools and benchmarks to improve team performance and monitor production.
  • Established team priorities, maintained schedules and monitored performance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Medicare Claims Analyst

BLS Revecore
10.2019 - 10.2021
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Identified suspicious losses and contacted manager for investigative assistance.
  • Review medical claims for errors, fix the errors and recover lost revenue.

Supervisor

Convergys
08.2015 - 07.2019
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Executed Monthly Performance Plans with representatives to identify production gaps.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Facilitated regular team meetings to discuss challenges, successes, and strategies.
  • Answered multi-line phones and used active listening skills to assess clients' issues and challenges.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Motivated employees to increase productivity and maximize service quality.
  • Handled advanced issues with a calm, knowledgeable, and professional approach.
  • Responded to team support questions quickly to maintain call center efficiency.

Dispatcher

SOS Alarm
10.2013 - 07.2015
  • Maintained updated and detailed records of calls in physical and electronic databases.
  • Trained and guided new team members to apply best practices and comply with protocols and regulations.
  • Operated and monitored fire alarm and security CCTV systems.
  • Operated multi-line telephone system, prioritized calls, and initiated appropriate action based on incident type and importance.
  • Routed calls to police, fire, and ambulance services to meet individual call needs.

Front Desk Supervisor

Plaza Inn And Suites At Ashland Creek
03.2008 - 10.2013
  • Collected room deposits, fees, and payments.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • I responded to the telephone, email, and in-person questions about reservations, hotel information, and guest concerns.
  • Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered salaries for staff.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.

Education

High School Diploma -

Eagle Point High School
Eagle Point, OR
06-1994

Skills

  • Program performance analysis
  • Operations management
  • Employee scheduling
  • MS office applications
  • Relationship building
  • Team leadership
  • Team training and development
  • Documentation proficiency
  • KPI tracking
  • Decision-making
  • Project coordination
  • Team management
  • Policy and procedure improvements
  • Problem-solving
  • Program leadership
  • Flexible and adaptable
  • Quality assurance evaluation
  • Detail-oriented
  • Project management

Timeline

Program Manager

RDI Corporation
10.2021 - 07.2025

Medicare Claims Analyst

BLS Revecore
10.2019 - 10.2021

Supervisor

Convergys
08.2015 - 07.2019

Dispatcher

SOS Alarm
10.2013 - 07.2015

Front Desk Supervisor

Plaza Inn And Suites At Ashland Creek
03.2008 - 10.2013

High School Diploma -

Eagle Point High School

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