Tiara Graham
Providence,RI
Summary
Business-minded professional tackling any job task with gusto and precision. Determined Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations. Skilled customer service representative, with medical knowledge as well as monitoring metrics and maximizing team success in a fast-paced Call Center environment; remotely and in office settings.
Performance- and quality-driven with 10+ years of experience. Natural leadership talent with a motivational approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor of Operations
CHANGE HEALTHCARE, Integrated Workflow & Care Solutions
Providence, RI
09.2016 - 03.2023
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Ensured compliance with all applicable laws, regulations, and standards.
- Developed and implemented policies and procedures for efficient workflow.
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Created incentives for employees who achieved high performance standards.
- Facilitated communication between departments to resolve problems quickly.
Child Care Provider
Blackstone Valley Children's Place
Pawtucket, RI
05.2015 - 09.2016
- Assisted in developing and implementing age-appropriate activities to promote physical, social, and intellectual growth.
- Provided emotional support and guidance for children during daily routines and transitions.
- Maintained a safe environment by monitoring children's play activities.
- Observed children's performance, behavior, social development, and physical health.
- Helped with mealtime preparation including setting tables, serving meals, washing dishes.
- Supervised outdoor playtime activities such as playground visits or walks around the neighborhood.
- Encouraged creativity through art projects like drawing and painting.
- Demonstrated patience when dealing with challenging behaviors from young children.
- Responded promptly to any medical needs of the child while adhering to safety protocols.
- Followed strict hygiene standards while changing diapers or assisting with bathroom use.
- Coordinated nap times by preparing cots, beds and providing blankets, pillows.
- Assisted in cleaning up after meals ensuring kitchen surfaces were disinfected properly.
- Helped prepare materials needed for field trips such as permission slips and lunches.
- Cared for children of various ages and assisted with feeding, dressing and daily activities.
- Prepared meals, snacks and refreshments for children according to dietary needs and restrictions.
- Instructed children on good sanitary habits when washing hands, using bathroom or eating.
Childcare Worker
Capital Hill Community Center
Providence, RI
12.2007 - 08.2012
- Developed and implemented activities to meet the physical, emotional, and social needs of children.
- Supervised and monitored the safety of children in my care.
- Organized age-appropriate activities such as games, crafts, music, and outdoor play.
- Maintained a safe environment for children by following health standards.
- Developed positive relationships with parents and guardians by providing ongoing communication regarding their child's progress.
- Provided individual attention to each child while encouraging self-confidence through positive reinforcement.
- Established daily routines that provided consistency for the children in my care.
- Facilitated group activities designed to promote socialization among peers.
- Followed strict confidentiality policies when discussing sensitive information about families.
- Reported any concerning behaviors or issues to supervisors immediately.
- Utilized problem solving techniques when dealing with challenging behaviors from children.
- Demonstrated patience and understanding when working with young children.
- Administered first aid when necessary or requested by parents and guardians.
- Ensured compliance with state regulations related to childcare facilities.
- Enforced rules to teach good manners and maintain safe environment.
- Developed lasting, professional relationships with families by encouraging open communication and delivering positive feedback.
- Secured indoor and outdoor premises to protect children.
- Sanitized toys and tables to maintain clean, safe environment.
Education
Certificate - CNA
American Safety
Providence, RI12.2021
Carpenter - Carpentry
Amos House
Providence, RI12.2011
Associates - Executive Assistant And Executive Secretary
Katharine Gibbs - RI
Providence06.2002
Skills
- Recruitment and Hiring
- Staff Evaluation
- Program Planning
- Team Development
- Regulatory Compliance
- Employee Supervision
- Data Entry
- Appointment Scheduling
- Payroll Administration
- Performance Management
- Office Management
- Scheduling
- Inventory Management
- Staff Management
- Team Building
- Report Preparation
- Phone and Email Etiquette
- Documentation and Recordkeeping
- Report Writing
- Team Leadership
- Operations Management
- Leadership and Change Management
- Schedule Coordination
- Staff Training
- Workflow Optimization
- Root Cause Analysis
- Payroll and Budgeting
- Customer Service
- Handling Complaints
- Policy Development
- Microsoft Office
- Relationship Building
- Event Coordination
- Multitasking and Organization
- Program Development
- Complex Problem Solving
- Decision-Making
- Scheduling and Calendar Management
- Schedule Management
- Performance Improvement
- Customer Service Management
- Strategic Planning
- Coaching and Mentoring
- Staff Development and Training
- Motivational Leadership
- Goal Setting
- Verbal and Written Communication
- Staff Scheduling
- New Hire Orientation
- Quality Assurance
- Support Services
Certification
- First-Aid and CPR certified
Affiliations
- Photography
References
References available upon request.
Timeline
Supervisor of Operations
CHANGE HEALTHCARE, Integrated Workflow & Care Solutions
09.2016 - 03.2023
Child Care Provider
Blackstone Valley Children's Place
05.2015 - 09.2016
Childcare Worker
Capital Hill Community Center
12.2007 - 08.2012
Certificate - CNA
American Safety
Carpenter - Carpentry
Amos House
Associates - Executive Assistant And Executive Secretary
Katharine Gibbs - RI
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