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Tiera Kennedy
Detroit,MI
Work Preference
Summary
Results-driven customer service operations manager with a proven track record in client operations, call center operations, issue resolution, team leadership, scheduling, and problem-solving. Skilled in training and mentoring high-performing teams, resolving escalations, and delivering data-driven improvements that align with organizational objectives. Proven ability to manage complex client relationships, streamline workflows, and lead large virtual and on-site teams to exceed service and performance goals. Utilizes excellent communication and leadership abilities to drive team performance and improve service delivery.
Overview
9
9
years of professional experience
Work History
Customer Relations Supervisor
R1 RCM
Detroit, Michigan
04.2020 - 09.2025
- Worked with EMR systems such as Epic, Meditech, or Cerner to strategically support clients while meeting and surpassing their objectives.
- Assisted team with high priority escalation responses by way of written communication to BBB, Social media, Attorney General complaints, and DATCP complaints.
- Trained and mentored team to level of performance that ensures success for clients’ objectives.
- Created a 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 the main point of escalation for a team of 20 representatives, effectively resolving issues on first contact and improving overall team efficiency by 15%.
- Developed and implemented a comprehensive training and mentoring program that boosted team performance, achieving increase in meeting client objectives and contributing to reduction in employee turnover.
- Met KPI/SLA goals quarterly consistently every yea.
- Facilitated meetings with key stakeholders to address needs concerns and resolutions.
- Analyzed customer feedback data to identify trends and implement improvement strategies.
- Collaborated with cross-functional teams to resolve complex client issues effectively.
- Established performance metrics for team members, driving accountability and results-oriented culture.
- Facilitated regular team meetings to promote knowledge sharing and continuous improvement initiatives.
- Ensured adherence to company policies and procedures by regularly monitoring employee performance, providing constructive feedback when necessary.
- Participated in recruitment efforts for Customer Relations team positions, contributing toward building a highly skilled workforce.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Customer Service Supervisor
R1 RCM
Southfield, Michigan
03.2018 - 04.2020
- 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 a 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.
- Implemented process improvements, reducing response times and increasing customer satisfaction scores.
- Consistently met service level agreements.
- Conducted one on one sessions monthly as well facilitated team meetings.
- Contributed to professional growth of team members.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Customer Service Shift Lead
R1 RCM
Southfield, Michigan
10.2017 - 03.2018
- 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 a 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 a 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.
Customer Service Representative
R1 RCM
Southfield, Michigan
04.2016 - 10.2017
- 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 a fast-paced environment, contributing to achievement of departmental goals and overall operational excellence.
- Successfully managed an average of 70+ inbound and outbound communications while remaining HIPAA compliant.
- Met average handling time.
- Consistently recognized for exceptional problem-solving skills.
- Played an integral role in achieving departmental operational goals.
Education
No Degree - Secondary Education
Eastern Michigan University
Ypsilanti, MIHigh School Diploma -
Detroit Northern High School
Detroit, MI06.2002
Skills
- Microsoft Office
- Customer relations
- Training and coaching
- Delegation and supervision
- Organizational skills
- Team collaboration
- Verbal and written communication
- Relationship building
- Microsoft office
- Call center experience
- Data entry
- Analytical thinking
- De-escalation techniques
- Call center operations
Timeline
Customer Relations Supervisor
R1 RCM
04.2020 - 09.2025
Customer Service Supervisor
R1 RCM
03.2018 - 04.2020
Customer Service Shift Lead
R1 RCM
10.2017 - 03.2018
Customer Service Representative
R1 RCM
04.2016 - 10.2017
No Degree - Secondary Education
Eastern Michigan University
High School Diploma -
Detroit Northern High School