Tiera Kennedy

• Worked with EMR systems such as Epic, Meditech, or Cerner to strategically support clients while meeting and surpassing their objectives.
• Supervised fast-paced call center team that handled 100+ calls per day.
• Trained and mentored team to level of performance that ensures success for clients’ objectives.
• Created solid virtual team through regular communication with leads and representatives.
• Spearheaded successful implementation of EMR systems, including Epic, Meditech, and Cerner, resulting in increase in client satisfaction and reduction in system-related errors.
• Acted as main point of escalation for team of 20 representatives, effectively resolving issues on first contact and improving overall team efficiency by 15%.
• Developed and implemented comprehensive training and mentoring program that boosted team performance, achieving increase in meeting client objectives and contributing to reduction in employee turnover.

• Led team of customer service representatives to deliver exceptional service and achieve performance targets.
• Developed and implemented training programs to enhance team skills and improve customer satisfaction.
• Monitored daily operations, analyzed performance metrics, and executed strategies to optimize workflows and increase efficiency.
• Managed escalated customer issues, ensuring timely resolution while maintaining positive customer experience.
• Collaborated with cross-functional departments to streamline processes and support continuous improvement initiatives.
• Maintained compliance with company policies and industry regulations while fostering motivated and cohesive work environment.
• Provided regular performance feedback, conducted coaching sessions, and generated reports to inform senior management of team progress and operational challenges.
• Improved and maintained team performance meeting all service level agreements quarterly.
• Exceeded 95% customer satisfaction score monthly and quarterly achieving 100%.
• Reduced average issue resolution time by 20% by following escalation processes and cross-departmental collaboration.
• Enhanced team productivity with data-driven approach and monitoring team performance.
• Successfully resolved 95% of escalated customer issues within 24 to 48 hours maintaining customer satisfaction.
• Maintained 100% compliance with company policies and industry regulations through diligent oversight and effective communication strategy.
• Facilitated 10% increase in team engagement and motivation, evidenced by higher employee satisfaction scores, through regular coaching and performance feedback.

• Led daily customer service operations during assigned shifts, ensuring efficient workflow and exceptional service delivery.
• Managed, motivated, and coached team members to meet performance goals and maintain high levels of customer satisfaction.
• Monitored key performance metrics and collaborated with management to address staffing needs and optimize resource allocation.
• Fostered a positive work environment through effective communication and conflict resolution, maintaining compliance with company policies and quality standards.
• Coordinated training sessions to enhance team skills and support continuous improvement initiatives to drive overall service excellence.
• Improved customer service satisfaction scores by 20% over six-month period through targeted coaching and performance management.
• Reduced average call handling time by 15% by identifying workflow inefficiencies and implementing process improvements.
• Achieved 98% team attendance rate by fostering motivating and supportive work environment, surpassing company standards.
• Successfully resolved 95% of escalated customer complaints during shifts, ensuring service levels were consistently maintained or exceeded.
• Spearheaded continuous improvement initiatives that resulted in 10% reduction in service errors.

• Delivered high-quality customer service by managing inbound and outbound communications, addressing inquiries, and resolving issues efficiently.
• Executed billing and payment processing.
• Collaborated with internal teams to coordinate services and escalate complex cases, ensuring timely resolution and customer satisfaction.
• Maintained thorough knowledge of company services, and policies to provide informed assistance.
• Demonstrated strong communication and problem-solving skills in fast-paced environment, contributing to achievement of departmental goals and overall operational excellence.
• Successfully managed average of 70+ inbound and outbound communications while remaining HIPAA compliant.
• Met average handling time.
• Consistently recognized for exceptional problem-solving skills.
• Played integral role in achieving departmental operational goals.

• Coordinated patient care activities for specialty pharmacy services.
• Managed patient appointments and follow-up communications effectively.
• Assisted healthcare providers with medication management and education.
• Developed and maintained patient records using pharmacy systems.
• Collaborated with multidisciplinary teams to ensure comprehensive care.
• Addressed patient inquiries and resolved concerns promptly.
• Maintained accurate records of all patient care activities using electronic health record systems.
• Facilitated insurance verification and benefits coordination for patients.
• Provides new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patients’ suggestions and complaints.
• Ensured patients’ claims and complaints are resolved fairly and in a timely fashion and maintained a good rapport with patients’
• Created patient activities as a reminder for tasks such as follow up calls for patients, to initiate discharge of service, to contact patients doctor’s office and any other reminders as it relates to patient care.

Completed other stages of the order process as assigned such as scanning prescriptions, and image indexing. Recorded and processed orders and /or inquiries received by fax, mail, telephone, and /or through patient direct contact and with patients, pharmacist, and/or medical doctor offices. Provided timely response to patients’ inquiries consistent with service and quality standards.

• Coordinated patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, inputting new insurance information, and demographics.
• Provided correct information or directed call to appropriate team member or department while maintaining a high level of

professionalism.

• Managed customer accounts to ensure satisfaction and loyalty.
• Collaborated with technical teams to resolve service issues efficiently.
• Provided product knowledge and support to customers during inquiries.
• Providing superior customer service experiences, managed daily productivity of the company.
• Demonstrated a strong value for customers business which developed customer rapport.

Motivated employees to succeed, improved and exceed; Trained new employees; handling escalated calls; scheduling appointments; handling all billing concerns and missed appointments.

• Negotiated sales and saving customers from competitors by selling the value of the services and company.
• Maintained at least five sales an hour upgrading customer packages by persuasion and building a rapport with them, exceeding my monthly sales quota for commission.

• Managed client accounts to ensure timely payment and resolution of disputes.
• Communicated effectively with clients to address inquiries and provide support.
• Collaborated with team members to streamline account management processes.
• Answers and place a high volume of inbound and outbound phone calls. Displayed professional mannerism to debtors while persuading to repay debts in a timely manner.
• Professionally handles customer inquiries, complaints, billing questions and payment services.
• Successfully processed payments via Check-by-Phone, and also Credit & Debit Card transactions.
• Demonstrates outstanding problem solving and active listening skill; resolving complex issues while earning the trust of the customer
• Possess exceptional ability to build productive business relationships and successfully meeting expected monthly quota.

• Answered outbound phone calls; pitched potential donors to support different organizations and charities such asBreast Cancer Society, One Wish, National Childrens’ Lukemia Program. Formulated Pitch to Grasp Compassion fromFuture Donors, and Firm Commitments. Maintain Title of Top Seller & CollectorFundraised for local and national charitiesMaintain a high volume of inbound Commitments. Successfully exceeded company's expectations by closing 5-6 sales an hour, Contributing to reaching Company’s Goals.