Tashina Griffin
Round Lake,IL
Summary
Results-driven Call Center Manager with extensive experience in customer service and team management. Skilled in performance coaching and operational optimization to enhance service delivery. Committed to creating a positive work environment that drives team success and customer satisfaction. Demonstrated ability to build strong client relationships and achieve business growth.
Overview
22
22
years of professional experience
Work History
Call Center Manager
Transdev
McHenry, Illinois
05.2025 - Current
- Managed workforce planning to ensure optimal staffing levels aligned with anticipated call volumes and service requirements.
- Created and maintained schedules for staff to balance workload and ensure coverage during peak call times.
- Ensured compliance with company policies and industry regulations related to customer service operations.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Ensured compliance with company policies and regulatory requirements within the call center.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
Certified Nurse Assistant
BrightStar
03.2012 - Current
- Provide compassionate care to clients, assisting with daily activities such as bathing, grooming, and feeding.
- Monitor vital signs and report changes to nursing staff.
- Implement care plans and participate in patient assessments, ensuring comfort care and safety of each residents in their home.
- Document patients’ progress and communicate effectively with healthcare team members.
- Maintained cleanliness and safety standards within the patient care area, promoting infection control and protocols.
- Collaborated with the head nurse and family members.
- Helped patients complete range of motion exercises to prevent loss of function during care.
Call Center Supervisor (Promoted from Customer Ser
Transdev
McHenry, Illinois
11.2022 - 05.2025
- Supervise and train over 16 call center staff to ensure quality service for McHenry, North Cook, and Lake County service areas.
- Ensure callers are treated with dignity, respect, and privacy while delivering accurate and courteous assistance.
- Implement and uphold the policies and procedures outlined in the Operations and Procedure Manual.
- Train staff on Trapeze database use, including trip/rider eligibility, fare types, and funding sources.
- Investigate and resolve customer complaints using the CAS system, in accordance with PACE guidelines.
- Meet or exceed KPIs such as talk and hold times, script adherence, appointment accuracy, and error rates.
- Coordinate staff scheduling to meet call volume demands, and contracted obligations.
- Provide timely responses to customer service, and communicate incidents effectively to leadership.
- Interview, hire, and train new call center employees.
- Ensure compliance with HIPAA, PACE, Transdev, and relevant governmental regulations.
- Monitored call quality and provided individual, constructive feedback to enhance performance and address areas in need of improvement.
Certified Nurse Assistant
Fair Oaks Health Care Center
02.2009 - 03.2012
- Assisted nursing staff in wound care procedures, effectively preventing infections and promoting healing.
- Collaborated with interdisciplinary team members to develop personalized care plans tailored to individual patient needs.
- Demonstrated proficient use of medical equipment such as blood pressure monitors and oxygen concentrators for efficient patient care delivery.
- Boosted overall patient satisfaction through genuine empathy, active listening skills, and consistent professionalism in all interactions.
- Enhanced patient care by providing daily assistance with bathing, dressing, and grooming.
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained accurate records of vital signs, fluid intake, and output for effective patient monitoring.
- Collaborated with nursing staff to promptly address any concerns or emergencies, prioritizing patient safety and well-being at all times.
Certified Nursing Assistant
Alpha Nursing Services
10.2003 - 03.2009
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Facilitated smooth transitions for patients from hospital to home care, ensuring continuity of care.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
Education
No Degree - Medical Assistant
First Institute
Crystal Lake, IL07-2010
Certificate - C.N.A.
Elgin Community College
Elgin, IL12-2002
Diploma -
Dundee Crown H.S.
Carpentersville, IL05-2001
Skills
- Interpersonal collaboration
- Attention to detail
- Protocol compliance
- Team leadership
- Team building
- Collaborative approach
- Time management
- Multitasking efficiency
- Quality evaluation
- Quality assurance
- Customer support enhancement
- Customer service leadership
Personal Information
Title: Call Center Manager
Timeline
Call Center Manager
Transdev
05.2025 - Current
Call Center Supervisor (Promoted from Customer Ser
Transdev
11.2022 - 05.2025
Certified Nurse Assistant
BrightStar
03.2012 - Current
Certified Nurse Assistant
Fair Oaks Health Care Center
02.2009 - 03.2012
Certified Nursing Assistant
Alpha Nursing Services
10.2003 - 03.2009
No Degree - Medical Assistant
First Institute
Certificate - C.N.A.
Elgin Community College
Diploma -
Dundee Crown H.S.