Terrrance Johnson
Hudson,FL
Summary
Seasoned Customer/Patient Service professional with extensive experience across Contact Center operations and leadership. Skilled in delivering support to a diverse team of employees, customers and/or patients. Oversee an organizations operations to obtain optimum profits, while driving high levels of quality and efficiency. Identify opportunities for improvements and recommend solutions to improve efficiency, performance, and customer/patient satisfaction. Expertise in employee training and coordination, team management, and the ability to define problems, gather data, establish facts and draw valid conclusions.
Overview
38
38
years of professional experience
Work History
Patient Services Supervisor (Scheduling)
St. Luke's Cataract And Laser Institute
Tarpon Springs, FL
04.2014 - 08.2022
- Managed department of 12 to 14 Patient Service Specialist responsible for scheduling appointments as centralized contact center for all specialties to include, Cataracts, Glaucoma, Retina, Plastics and Hearing Services as well as all (5) five satellite locations.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Create an environment that assures productivity, performance, and well-being of each employee. Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
- Participate in ongoing development and optimization of Patient Services operations; ensure performance aligned with company organizational goals while collaborating with satellite and/or functional area leaders within throughout the clinic for continued partnership and improvement of patient scheduling needs.
- Conduct one on one meetings to discuss key performance indicators and provide coaching/mentorship, promoting positive and supporting culture.
- Identify talent development opportunities and create customized learning paths to address individual development requirements Works with Talent Acquisition for staffing needs
- Ensures team success in meeting and exceeding stated monthly KPIs, by holding staff accountable for individual goals
- Successfully meet or exceed departmental total call answer rates with 92% of all queue calls being answered without scheduled callbacks and 95% with callbacks
- Delivered services to customer locations within specific timeframes.
- Adhered to social distancing protocols and wore mask or face shield.
- Used Microsoft Word and other software tools to create documents and other communications.
- Created plans and communicated deadlines to complete projects on time.
- Improved operations through consistent hard work and dedication.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Carried out day-to-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
Operations Manager/Training Coordinator
APAC Customer Service Inc, EGC Company
Tampa, FL
06.2013 - 12.2013
- Managed the UHC (United Health Care) project with up to 150 insurance sales associates while maintaining individual and department productivity reports
- Coordinated daily staffing to ensure personnel were utilized in a cost-effective manner, eliminated redundancies and maximized recoveries
- Trained and develop team members through established organizational structure
- Assigned responsibilities, delegated authority, recruiting, selecting and providing support in staff development
- Knowledge, understanding, compliance and enforcement of all applicable Federal, State and local laws or regulations in reference to Health Care industry
- Ensured compliance with client, office, and company standard, policies and procedures
- Provided feedback to senior management concerning possible problems or areas of improvement as well as performance of team based or client expectations
- Responsible for training support for all UHC training procedures and reporting
- Ensuring trainers were focused solely on deliver of client specific guidelines.
- Primary site-level training contact between supplier and UHC responsible for coordination, reporting, scheduling and implementation of new processes while fully collaborating with UHC onsite and offsite staff.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Call Center Manager
Carolina West Wireless
Wilkesboro, NC
10.2007 - 11.2012
- Maintained daily call center operations by recommending, coordination and reinforcing policies and procedures
- Ensured Service Levels and Call Center Metrics were met on a consistent basis with 80% of all calls answered in 30 seconds while effectively managing and/or coaching to high call volume of inbound or outbound calls
- Resolved customer inquiries by planning and directing receipt, investigation, evaluation and settling of concerns and claims, follow up with customers and employees to ensure one call resolution
- Maintained Call Center staffing by recruiting, recommending, orientating, training and motivating employees
- Coach and develop Call Center staff by one-on-one meetings, team meetings, counseling and overall performance management; planning; monitoring and appraising job performance
- Prepared call center reports by collecting, analyzing and summarizing Churn trends and information
- Maintained inter and intra departmental cooperative workflow by fostering team spirit between staff, departments and divisions within the organization.
- Monitor, coach and provide feedback on associate performance to support their development on all types of contacts including phone and email
- Utilize Zeacom queue monitoring tools to organize and assign workload to ensure inbound calls, and outbound contacts are handled within appropriate service levels.
- Established and oversaw performance targets for call center associates.
Employee Satisfaction Leader/Supervisor
American Express Centurion Service Corp
Greensboro, NC
06.1997 - 09.2007
- Support of call center management group in development and deployment of employee satisfaction strategic plans that address company administered survey's
- Identified gaps and created actions or development plans based on survey results
- Built, managed and fostered team-oriented environment.
- Consultations around employee satisfaction, training/development, communications, balanced workforce initiatives and employee satisfaction measures
- Project management, negotiation of contracts, budgets, creative input and design and all other facets of execution geared on the process of event planning.
- Negotiating with specialty and non-specialty vendors and outside suppliers, to ensure best price value quotes for events
- Development and execution of communications strategies and formal plans for all communications events and programs
- Creation and print management of all visual materials that accompany invitations, log design, posters, fliers, brochures, awareness communication days, volunteer community opportunities, departmental developmental opportunities and most other graphic needs.
Customer Service/ TTY Representative
American Express Centurion Service Corp
Jacksonville, FL
03.1996 - 06.1997
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Managed 30 to 80 customer calls effectively and efficiently in a complex, fast paced and challenging call center environment
- Identified chronic customer issues by creating and maintaining customer complaint logs
- Adjust customer accounts for appropriate interest rates, finance charges and or delinquency fees
- Communication through Text Telephone Device or telecommunication device for hearing impaired customers to ensure their business needs were met.
Department Head
Computer Furniture Direct
Jacksonville, FL
03.1995 - 03.1996
- Data entry of customer orders, shipping, parts request and mail orders
- Inbound phone sales and product information verification
- Out of state fax request for parts, inventory and repairs
- Conducted telephone and mail reference checks
- Placement of temporary associates on various assignments
- Provide on-going technical and soft skills training to enhance associates skills
- Maintained organized inventory with accurate records through proper ordering, tracking and auditing procedures.
Account Coordinator
Peoples systems Incorporated
Jacksonville, FL
07.1993 - 02.1995
- Gathered and verified all required customer information for tracking purposes
- Effectively controlled the release of proprietary and confidential information for general client lists
- Successfully led key projects which resulted in employee placement with partnering companies
- Monitored cost, timescales and resources used to achieve 100% employee placement and customer satisfaction
- Conducted new employee orientation to foster positive attitude toward organizational objectives
- Served as a link between employee and companies by handling questions, interpreting and administering contacts and helping to resolve work related problems
- Telephone and on-site interviews for placement or exit due to not meeting client requirements
- Facilitated weekly status reports, project documentation and client billing.
Customer Service/Business Service Representative
AT&T American Transtech
Jacksonville, FL
05.1992 - 07.1993
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed effective relationships with all call center departments through clear communications
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for with reported product issues
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met
- Managed quality communication, customer support and product representation for business accounts
- Resolved product/policy issues and shared benefits of new AT&T Business class customer calling plans
- Executed in/outbound calls to existing Business customer base as a loyalty effort.
Sergeant
USMC, United States Marine Corps
, United States
11.1983 - 04.1992
Education
High School Diploma -
Petersburg High School
1983
Skills
- Customer interface expertise Focused on customer /patient satisfaction results, Key performance indicators, Skilled in call/contact center operations, Multi-line phone operations proficiency, Employee training and development, Quality assurance, Training and Development, Performance metrics, customer/patient experience, people management and process improvement
- Talent Acquisition/Recruiting
- Understanding of call center forecasting, planning and routing software
- Proficiency with MS Office (eg, Excel, PowerPoint, Word)
- Nextgen patient scheduling platform
- Shoretel Call Monitoring software
- Brightmetrics Queue Call Control
- Brevium Patient Reactivation software
- Relatient patient reminder call software
Timeline
Patient Services Supervisor (Scheduling)
St. Luke's Cataract And Laser Institute
04.2014 - 08.2022
Operations Manager/Training Coordinator
APAC Customer Service Inc, EGC Company
06.2013 - 12.2013
Call Center Manager
Carolina West Wireless
10.2007 - 11.2012
Employee Satisfaction Leader/Supervisor
American Express Centurion Service Corp
06.1997 - 09.2007
Customer Service/ TTY Representative
American Express Centurion Service Corp
03.1996 - 06.1997
Department Head
Computer Furniture Direct
03.1995 - 03.1996
Account Coordinator
Peoples systems Incorporated
07.1993 - 02.1995
Customer Service/Business Service Representative
AT&T American Transtech
05.1992 - 07.1993
Sergeant
USMC, United States Marine Corps
11.1983 - 04.1992
High School Diploma -
Petersburg High School
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