Tisha Omarah

• Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
• Under my leadership highest staff retention in Arbiters 40 years of service.
• Enhanced customer satisfaction from 40% to 92%.
• Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
• Managed daily operations of a high-volume support center, maintaining exceptional service standards and minimizing downtime.
• Spearheaded initiatives to improve employee engagement, fostering a positive work environment that boosted overall team morale and performance.
• Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
• Established performance metrics for the customer service team, driving continuous improvement and accountability.
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions for the organization.
• Observed each employee's strengths and initiated a mentoring program to improve areas of weakness.

• Managed a team of customer support representatives, providing ongoing training and development opportunities.
• Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
• Streamlined the customer support process for faster resolution times and improved customer experience.
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
• Led efforts in revising internal documentation procedures which resulted in more accurate records of client interactions.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Collaborated with other departments such as marketing or product development teams striving towards consistent messaging across all platforms.
• Mentored new hires through onboarding processes, setting clear expectations for their role as Customer Support Managers within the organization.
• Liaised with the product department to report technical issues and formulate trouble-shooting procedures.
• Created customer support strategies to increase customer retention.

• Lead implementation of EMR in a 35-provider/multiple-location high-volume ophthalmology practice. I worked directly with the IT Director on internal projects and handoff to departments. Developed training plans for new hires, EHR continuing education, and regulatory needs. Implemented and managed helpdesk working directly with providers.
• Worked directly with all outside EPM and EHR vendors.
• Completed quality assurance testing of new software versions before updates were available to the public domain.
• Monitored physician progress with all MIPS measures
• Created training documents for user reference

Acted as an onsite trainer of customers with Medflow software in ophthalmology clinics nationwide in Clinical, Optical, and Ambulatory Surgery Centers. Worked alongside development resources and creation for roll out of EHR roadmaps of ASC and Optical modules. Worked alongside technical support and project managers to ensure the successful, implementation of EMR software. Assisted in developing workflow practices to aid in the implementation of EMR software through creating training manuals, documents, and videos for internal and external use.

• Tested EMR application and assisted QA
• Provided online software support for customers and internal programmers