Tekela Marshall
LADSON,SC
Summary
Dynamic healthcare professional with a proven track record of success in leadership and team management. Skilled in strategic planning, performance evaluation, and employee coaching. Exceptional ability to drive results while maintaining a focus on quality and patient satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Engagement Center Supervisor
Roper St. Francis Healthcare
Ladson, SC
04.2020 - Current
- Led a team of 18 agents, surpassing individual and corporate goals in a fast-paced healthcare environment.
- Implemented strategic initiatives to optimize contact center operations and improve patient experience.
- Monitored service levels and call quality, providing actionable feedback to enhance performance.
- Collaborated with cross-functional teams to develop and execute contact strategies, resulting in improved end-to-end processes and increased client satisfaction ratings.
Team Lead/Call Center Representative
Roper St. Francis Healthcare
Ladson , SC
09.2016 - 04.2020
- Managed a team focused on inbound scheduling calls, ensuring efficient and accurate patient scheduling.
- Provided exceptional customer service and resolved inquiries and complaints promptly to ensure a positive patient experience.
- Mentored and coached team members to achieve performance targets and develop their skills in patient communication and service delivery.
Financial Services Representative
Verizon Wireless
Charleston , SC
11.2013 - 12.2015
- Handled both inbound and outbound telephone calls related to past-due accounts, demonstrating strong problem-solving and communication skills.
- Charged with bringing open consumer and small business accounts current while maintaining favorable relationships conducive to future business.
- Delivered exceptional customer service, leveraging extensive knowledge of products and services.
- Provided timely assistance to customers asserting that they have already paid.
Education
Associate of Applied Science - Health Information Technology
American College Of Technology
Saint Joseph, MO09-2012
Skills
- Workplace Safety
- Employee Retention
- Task Delegation
- Leadership and Team Management
- Strategic Planning and Execution
- Performance Evaluation and Coaching
- Quality Assurance and Process Improvement
- Patient Experience Optimization
- Healthcare Operations Management
- Communication and Interpersonal Skills
- Technology Proficiency (MyChart, EPIC, Microsoft Office)
Certification
- Certified Specialist Business Intelligence, HFMA - 2023
- Certified Revenue Cycle Representative, HFMA - 2023
Timeline
Engagement Center Supervisor
Roper St. Francis Healthcare
04.2020 - Current
Team Lead/Call Center Representative
Roper St. Francis Healthcare
09.2016 - 04.2020
Financial Services Representative
Verizon Wireless
11.2013 - 12.2015
Associate of Applied Science - Health Information Technology
American College Of Technology
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