Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tiffany Warner

Madison,AL

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Call Center Manager

MedCo Services
Huntsville, AL
09.2022 - 01.2024
  • Managed the daily operations & scheduling for the call center to foster increased productivity.
  • Developed quality employees within call center to take over leadership positions.
  • Collaborated with other departments to streamline processes and develop solutions for customer needs.
  • Developed and monitored key performance indicators to assess team productivity.
  • Analyzed call center data and generate reports on performance metrics.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Implemented changes to workflows and scripts based on employee and customer feedback and analysis.
  • Ensured compliance with company policies and regulatory requirements within the call center.

Call Center Supervisor

MedCo Services
Huntsville, AL
05.2017 - 08.2022
  • Conducted monthly one on one meetings with agents, and documented results, to discuss areas of success and opportunity.
  • Reviewed daily reports on call volume, abandoned calls, and other statistics to ensure service levels and agent goals are met.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Resolved escalated customer complaints in a timely manner.
  • Collaborated with other departments to develop solutions for customer needs.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.
  • Worked with management team to implement proper division of responsibilities.

Patient Account Resolution Team Leader

MedCo Services
Huntsville, AL
06.2016 - 06.2017
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Supported agents in achieving daily, weekly, and monthly targets by offering deescalation assistance, collection tactics, and engagement techniques.
  • Trained new team members by relaying information on company procedures and requirements.
  • Monitored call queues, daily attendance, and schedule adherence to help improve service levels.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Provided feedback to leadership regarding strengths and opportunities to enhance long-term performance.

Patient Account Resolution Specialist

MedCo Services
Huntsville, AL
02.2012 - 06.2016
  • Handled a high volume of inbound/outbound calls with professionalism and adherence to HIPAA guidelines.
  • Interacted with callers to ensure customer satisfaction by communicating clearly and concisely, and accurately documenting accounts to include the details related to the call.
  • Assess patient accounts to ensure the accuracy of billing and insurance processing.
  • Collect on outstanding account balances to meet monthly collection goal.
  • Utilize multiple systems to retrieve, input, or modify information needed to explain charges & answer questions for callers.
  • Follow up with callers, as needed, to provide information related to account balances.
  • Meet specific key performance indicators.
  • Provide support for leadership, as needed, to assist with managing the needs of agents.

Education

Some College (No Degree) -

University of Alabama At Huntsville
Huntsville, AL

High School Diploma -

S.R. Butler High School
Huntsville, AL

Skills

  • Call Center Operations
  • Workforce Management
  • Performance Improvement
  • Collections & Negotiations
  • Problem Solving
  • Quality Assurance
  • Training and Development
  • Complaint Resolution

Certification

  • Certified Patient Account Representative (CPAR)

Timeline

Call Center Manager

MedCo Services
09.2022 - 01.2024

Call Center Supervisor

MedCo Services
05.2017 - 08.2022

Patient Account Resolution Team Leader

MedCo Services
06.2016 - 06.2017

Patient Account Resolution Specialist

MedCo Services
02.2012 - 06.2016

Some College (No Degree) -

University of Alabama At Huntsville

High School Diploma -

S.R. Butler High School

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Tiffany Warner