Tiffany Young
Fort Smith,MT
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader Fraud Ops
Walmart
06.2022 - Current
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Conducted regular reviews of various metrics for individual agents, and my team as a whole.
- Created content, PowerPoints, Kahoots, word searches, interactive "workout rooms". Utilize peer to peer in many aspects of team involvement.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism, tardies, Reliability and RTO/PTO changes.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers. While hiring for ART I interviewed 230 potential employees, the most out of anyone else.
- Conducted meetings for Performance Evaluations, working one on one to help the individual agent succeed, and exit action plans.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Held weekly team meetings to inform team members on company news and updates.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Demonstrated leadership skills in managing projects from concept to completion.
- Proven ability to learn quickly and adapt to new situations.
- Learned and adapted quickly to new technology and software applications.
- Excellent communication skills, both verbal and written.
- Created team Share Point site, created weekly content to help develop my team by having interactive PowerPoints with them.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Chargeback Resolution Coordinator II
Walmart
06.2022 - Current
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Managed high volumes of cases while maintaining a strong focus on quality assurance and adherence to company policies.
- Implemented standardized processes for tracking case progress, allowing for improved monitoring and more efficient case management.
- Served as a subject matter expert in dispute resolution, providing guidance and training to new hires on best practices.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Q2 PPH 9.04, earned "Speed Runner" award as a new hire.
- Q3 PPH 10.93 and Q4 PPH 10.27 (117% above required PPH)
- Upskilled training in all payment methods within a three month period.
CMA Director
Burrell Behavioral Health
08.2017 - 06.2022
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Measured patient pulse oximetry.
- Taught patients about medications, procedures, and care plan instructions.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Prepared lab specimens for diagnostic evaluation.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Assisted in strategic planning efforts by providing insightful financial analyses and projections to executive management team.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Collected and documented patient medical information such as blood pressure and weight.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Oriented and trained new staff on proper procedures and policies.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Supported audit processes, ensuring compliance with all internal control requirements and external regulations.
- Evaluated risks associated with potential investment opportunities, providing comprehensive financial assessments to inform management decision-making process.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Collaborated with cross-functional teams to streamline interdepartmental communication and improve overall financial operations.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Implemented care and efficiency improvements to support and enhance office operations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Assisted in recruiting, hiring and training of team members.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Lead a team of 10 CNAs, created and developed the Medical Assistant role across all clinics, this helped with patient care.
- Created medical curriculum and training. We have active training material that they still use to this day that I created for the CMAs. Out of the 112 CMAs who took the national exam 105 of them passed the exam.
CNA Trainer and Leader
Mercy Hosptial
01.2017 - 06.2020
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Followed directions of licensed nurses to administer medications and treatments.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Educated patients and family members on best home care practices for healing and recovery.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Proven ability to learn quickly and adapt to new situations.
- Administered prescribed medications under the supervision of a registered nurse, ensuring adherence to safety protocols.
- Demonstrated leadership skills in managing projects from concept to completion.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
- Developed individualized training plans to achieve staff readiness.
- Recorded and edited videos to facilitate remote learning.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Led cross-functional teams in the development of innovative solutions for pressing business challenges.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Six years as CNA floor supervisor.
- Created environment that helped other feel confident in their work.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Identified and recommended staff for key positions and departments.
- Analyzed team performance and identified opportunities for additional training.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 87%.
Education
Business And Project Management
Bellevue University
Bellevue, NE2023
CCMA
NHA
07.2015
High School Diploma -
Coronado High School
Lubbock, TX05.2000
Skills
- Team motivation
- Performance Evaluations
- Audit reporting
- Work Planning and Prioritization
- Coaching
- Staff Training
- Program Evaluation
- Documentation And Reporting
- Key Performance Indicators
- Mentoring
- Influencing skills
- Complex Problem-Solving
- Teamwork and Collaboration
- Daily workflow improvement
- Attention to Detail
- Improvement plan knowledge
- Goal Setting
- Idea Development and Brainstorming
- Team Check-Ins
- Coaching and Mentoring
- Shift Scheduling
- Time Management
- Written Communication
- Multitasking
- Analytical and Critical Thinking
- Remote Office Availability
- Data Management
Accomplishments
- Achieved better metrics using different methods that we have worked together to create plans to help with accuracy and efficiency. Using KB articles, reaching out to ACE and reviewing own notes.
- Supervised team of 15-20 staff members on my own team, also assisted with an additional team when their TL was hired in a different department.
- Collaborated with Abbie in the development of different games and methods to help agents recognize different department acronyms.
- Created Kahoot games that have brought attention to different types of Fraud, and being able to identify different ways to identify fraud.
- Created a game called Fraudly Feud, had agents play it like family feud. It went really well.
- Currently publish a Monthly Newsletter for our whole downline.
- Created team One Note, and sharepoint.
- Created "workout rooms" which has proven that when agents join these rooms our metrics as a whole have even more success.
- I am enrolled to continue classes for program management, and business development.
- I have created content and education material for hundreds of people, prior to my leaving we had 112 people and 105 passed the NHA exam.
Certification
- Certified Business and Program Management
Bellevue University - 2023
- CCMA- NHA 2015 Current
Black Belt in Karate
40 years old, and I decided that I needed to do something for me. I started karate and absolutely loved it. 3 years later I have my black belt.
Timeline
Team Leader Fraud Ops
Walmart
06.2022 - Current
Chargeback Resolution Coordinator II
Walmart
06.2022 - Current
CMA Director
Burrell Behavioral Health
08.2017 - 06.2022
CNA Trainer and Leader
Mercy Hosptial
01.2017 - 06.2020
Business And Project Management
Bellevue University
CCMA
NHA
High School Diploma -
Coronado High School
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