Tyshona Barber
Mansfield,TX
Summary
Supervisor/Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building and accountability.
Overview
7
7
years of professional experience
Work History
Supervisor/Trainer
BroadPath Healthcare Solutions
02.2023 - Current
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Conducted weekly business reviews, staffing and productivity meetings.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Increased overall team productivity by identifying skills gaps and providing targeted coaching sessions.
- Managing Real Time Adherence for employees.
- Implemented corrective behavior with call monitoring, behavior based plans and critical coaching sessions.
Customer Service Representative
BroadPath Healthcare Solutions
07.2021 - 02.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Phlebotomist
BPL Plasma
11.2019 - 07.2021
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Actively engaged with patients to educate them on proper post-draw care, reducing potential complications and ensuring their comfort throughout the process.
Customer Service Representative
Concentrix
01.2017 - 09.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Mattamuskeet Early College High School
Swanquarter, NC05.2015
Skills
- Interpersonal Skills
- Process Improvement
- Training and Mentoring: Adult Learning Theories, Remote Training Methods, Content Development, New Hire Training
- Complex Problem-Solving
- Project Management: Expectation Setting, Policy Enforcement, Employee Motivation, Leadership Abilities
- Customer Service: Active Listening, Emotional Intelligence, Soft Skills, Process and Procedures
- Organizational Skills
- Critical Thinking
- Time Management
- Quality Control: Call Monitoring
- Microsoft Office: Excel, Teams, PowerPoint, Word, Forms, OneNote, Outlook, SharePoint
Timeline
Supervisor/Trainer
BroadPath Healthcare Solutions
02.2023 - Current
Customer Service Representative
BroadPath Healthcare Solutions
07.2021 - 02.2023
Phlebotomist
BPL Plasma
11.2019 - 07.2021
Customer Service Representative
Concentrix
01.2017 - 09.2019
High School Diploma -
Mattamuskeet Early College High School
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