WALIDA BROWN
Supervisor
Warren,MI
Summary
Customer-oriented Supervisor with 15-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
20
20
years of professional experience
Work History
Customer Service Supervisor (Remote)
DailyPay
Minneapolis, MN
04.2022 - 03.2024
- Achieved high levels of customer satisfaction through the supervision and training of the customer service staff.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Communicated, updated and connected with team members remotely via Slack platform.
Call Center Supervisor (Remote)
Dynamic BDC
Troy, MI
06.2020 - 10.2022
- Monitored call center performance metrics and identified areas for improvement.
- Enforced company policies, procedures, and standards related to customer service operations.
- Provided coaching and feedback to employees regarding customer service processes.
- Conducted regular one-on-one meetings with team members to discuss progress and development needs.
- Maintained up-to-date knowledge of products, services, and industry trends to provide accurate information to customers.
- Analyzed customer feedback survey data to identify opportunities for improvement in the quality of services provided.
- Managed daily staffing schedules to ensure adequate coverage at all times.
- Provided support to agents during peak volume periods or when additional assistance was needed.
- Communicated and updated team members remotely using the Microsoft Teams platform.
Provider Relations Manager
Dencap Dental Plans
Detroit, MI
12.2018 - 07.2020
- Developed and maintained positive relationships with providers to ensure compliance with contractual agreements.
- Coordinated the resolution of complex provider disputes by working closely with internal stakeholders.
- Analyzed provider contracts to identify areas of improvement or potential risk exposure.
- Conducted site visits to assess provider performance against contractual requirements.
- Assisted in developing strategies to improve provider satisfaction levels.
- Participated in meetings with external parties such as managed care organizations and other vendors.
- Ensured all new providers met credentialing criteria prior to onboarding.
Senior Scheduling Coordinator (On Call)
Elite Medical Staffing
Clearwater, FL
04.2019 - 03.2020
- Managed schedules of team of 200 personnel to keep shifts properly staffed.
- Copied and faxed important information for patient and client records.
- Communicated with clients and caregivers to inform of schedule changes, cancellations or additions.
- Provided reminder calls to clients prior to scheduled visits.
- Completed timely changes and updates to schedules in central scheduling system.
- Communicated schedule changes to appropriate department personnel and other ancillary areas.
- Entered information into system to update status reports.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Education
Certificate in Medical Administration -
2003
High School Diploma -
1993
Skills
- Leadership
- Quality Management
- Employee Evaluation
- Client Support
- Microsoft Office
- Positive and Constructive Feedback
- Complaint resolution
- Employee motivation
- Training coordination
- Problem-Solving
- Call Center Operations
- CRM and office management software
- Organizational skills
- Conflict resolution
- Configuration Management
- Escalation management
- Customer Satisfaction
- Policy Management
- Administrative Management
- Schedule Management
- Staff Management
- Scheduling
- Training and Orientation
- Team Collaboration
- Decision-Making
- Team building
- Multitasking
- Process Development
- Key Performance Indicators (KPIs)
- Customer Service
- New Hire Training
- Motivational Leadership
- Team Meetings
- Customer Escalations
- Call Monitoring
- Professional Phone Etiquette
- Performance Management
- Quality Assurance
- Creative Solutions
- Customer Service Management
- Handling Complaints
- Assignment Delegation
- Scripted Calls
Timeline
Customer Service Supervisor (Remote) - DailyPay
04.2022 - 03.2024
Call Center Supervisor (Remote) - Dynamic BDC
06.2020 - 10.2022
Senior Scheduling Coordinator (On Call) - Elite Medical Staffing
04.2019 - 03.2020
Provider Relations Manager - Dencap Dental Plans
12.2018 - 07.2020
National Institute of Technology - Certificate in Medical Administration,
Miami Jackson Senior High School - High School Diploma,
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