Terriana Macon
Indianapolis,IN
Summary
Achieved high productivity and accuracy by effectively managing office teams.,Enhanced team capabilities through targeted training and development initiatives.,Streamlined operations by prioritizing tasks and collaborating with management for optimal results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Clinical Surveillance
Ascension St. Vincent Indianapolis Hospital
2025.01 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
CSR Supervisor
Insite Managed Solutions
2018.09 - 2025.01
- Resolved complex technical issues in a timely manner with customers via phone or email communication channels.
- Coached team members on effective problem solving strategies for difficult customer situations.
- Created reports summarizing daily, weekly, monthly sales activities with an emphasis on identifying opportunities for growth.
- Identified process improvement opportunities that increase efficiency and effectiveness within the department.
- Facilitated resolution between cross-functional teams when necessary.
- Maintained detailed records of all interactions with customers through various communication channels.
- Conducted regular performance reviews for staff members to ensure quality of service.
- Trained customer service representatives on customer service standards, policies, and procedures
Claims Manager
Combine Insurance
2014.07 - 2018.08
- Implemented best practices to improve efficiency of the claims process and reduce costs.
- Maintained up-to-date records of all claim activities in accordance with company standards.
- Monitored daily operations of the claims department ensuring compliance with applicable statutes.
- Identified training requirements to further develop claims team performance.
- Maximized staff claim investigation capabilities with technical guidance for resolutions.
- Managed vendor relationships by overseeing the performance of third-party service providers involved in the claims process.
- Conducted regular audits of existing processes to identify areas for improvement in order to optimize workflow.
Education
Certificate - CNA
Genesis Trade Institution
Romeoville, IL01.2013
High School Diploma -
Joliet Central High School
Joliet, IL01.2011
Skills
- Oversaw time management initiatives to ensure timely project completion Directed quality assurance efforts to maintain high standards of service Managed resource allocation to maximize efficiency across departments Led problem-solving initiatives to resolve complex issues Supervised performance management processes to drive employee engagement Resolved conflicts to maintain a positive team dynamic Established goal-setting frameworks to align team objectives with organizational vision Developed customer retention programs to strengthen client relationships
Certification
- CNA
- Driver's License
- CPR Certification
CERTIFICATION DATES
CPR Certification, 2023-09-01, Present
Timeline
Clinical Surveillance
Ascension St. Vincent Indianapolis Hospital
2025.01 - Current
CSR Supervisor
Insite Managed Solutions
2018.09 - 2025.01
Claims Manager
Combine Insurance
2014.07 - 2018.08
Certificate - CNA
Genesis Trade Institution
High School Diploma -
Joliet Central High School