TYLAH BAKER
Birmingham,AL
Summary
Spirted supervisor versed in planning and coordinating workflow. Supervises schedules and projects for timely completion. Excellent interpersonal, leadership, communication and organizational skills.
Overview
8
8
years of professional experience
Work History
Scheduling Supervisor
COMMUNITY HEALTH SYSTEMS
04.2021 - Current
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Worked with manager and supervisor to plan and coordinate production schedules.
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc
- Prepare monthly/annual results and performance reports
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Discuss concerns/improvements within work systems to improve functionality.
Team Lead
ACTIVUS CONNECT
05.2020 - 03.2022
- Edited or rewrote existing copy as necessary, and submitted copy for approval by supervisor
- Prepared high-quality works with minimal errors for review by editors and publishing staff
- Satisfied clients throughout the development process, communicating openly and revising drafts based on feedback
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Built strong relationships with customers through positive attitude and attentive response.
Customer Support Consultant
WAYFAIR
08.2020 - 04.2021
- Provided primary support customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Recognized escalation needs and connected customers with advanced support staff.
Scheduling Specialist
GRANDVIEW PAC
09.2018 - 06.2020
- Enhanced call flow by smoothly directing inbound calls to correct personnel
- Balanced schedules, considering workloads and customer levels of each representative when setting appointments
- Built roles within system to allow easier scheduling of appointments
- Exceeded established call metrics, including customer satisfaction and appointment quotas
- Organized efficient, easily accessed system for digital and physical records
- Operated telephone switchboard, providing information, taking messages and scheduling appointments
- Coordinated master calendar, including scheduling appointments, meetings and events for staff
- Maintained office security standards, checking in guests and issuing badges.
Designated Hitter
WALGREENS
09.2015 - 06.2019
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers
- Welcomed and greeted customers and offered friendly, knowledgeable assistance
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy
- Resolved non-routine issues like third party billing, computer system and customer service issues
- Processed over 400 prescriptions per day in a busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction.
Education
Associates of Biology - Biology
Mississippi Delta Community College
Moorhead, MS05.2016
High School Diploma -
GREENWOOD HIGH SCHOOL
Greenwood05.2014
Skills
- Strong organizational skills
- Sharp problem solver
- Active Listening Skills
- Entering data
- Microsoft Word/Office/Excel
- Scripting Expertise
- Adaptable/Flexible
- Staff Coordination
- Inbound and Outbound Calling
- Strong Work Ethic
- Data Entry
- Schedule Management
Timeline
Scheduling Supervisor
COMMUNITY HEALTH SYSTEMS
04.2021 - Current
Customer Support Consultant
WAYFAIR
08.2020 - 04.2021
Team Lead
ACTIVUS CONNECT
05.2020 - 03.2022
Scheduling Specialist
GRANDVIEW PAC
09.2018 - 06.2020
Designated Hitter
WALGREENS
09.2015 - 06.2019
Associates of Biology - Biology
Mississippi Delta Community College
High School Diploma -
GREENWOOD HIGH SCHOOL
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