Zaviera Harrison
Monogram Health
Nashville,TN
5
years of professional experience
Detail-oriented Customer Support and Operations Professional with experience in client-facing roles, resolving workflow challenges, and documenting processes. Manages competing priorities while communicating effectively and troubleshooting system issues. Proficient in CRM workflows, ensuring data accuracy, and coordinating cross-functional training.
Work History
Care Center Training Supervisor
5 Months- Supported client-facing and administrative teams through structured onboarding and ongoing education, enhancing consistency in customer interactions.
- Tracked training completion and compliance metrics to identify performance gaps, informing leadership decisions.
- Track training completion, compliance, and performance metrics; use results to identify performance gaps and support leadership decisions.
- Facilitated training and Train-the-Trainer sessions, keeping teams updated on procedures and tools to meet service expectations.
- Create clear process documentation and job aids for system updates, workflow changes, and policy requirements.
Patient Care Center Team Lead
1 Year 5 Months- Provided frontline support for workflow inquiries, clarifying processes, handling scheduling needs, and addressing customer/patient engagement issues.
- Developed role-based training programs and onboarding materials that supported readiness, operational consistency, and service excellence.
- Coordinated weekly staffing efforts with Human Resources and scheduling teams, ensuring timely outreach and accurate scheduling.
- Developed and shared workflow documentation to align Care Center Leads on referral procedures, increasing process adherence and data accuracy.
- Managed weekly staffing efforts led to Human Resources and scheduling teams to support timely outreach and scheduling accuracy.
- Served as a frontline resource for workflow questions, process clarification, scheduling needs, and customer/patient engagement issues.
Team Lead
1 Year 3 Months- Assisted frontline staff with scheduling, calendar, workflow, and customer/patient engagement needs, ensuring accurate documentation and adherence to service standards.
- Monitored productivity, protocol compliance, training completion, and data quality; partnered with leadership on improvement plans.
- Delivered individualized scheduling and calendar support to effectively balance competing priorities and meet coverage and productivity goals.
- Provided individualized scheduling and calendar support to balance competing priorities, coverage needs, and productivity goals.
- Supported Salesforce scheduling workflows through accurate data entry, standardization, and documentation quality.
- Facilitated communication between frontline teams and leadership, resolving operational questions and escalating issues as needed.
Learning & Development Trainer
8 Months- Designed and delivered onboarding and continued education programs for administrative and client-facing roles to ensure clarity in service expectations and adherence to standardized processes.
- Facilitated workshops and Train-the-Trainer sessions to enhance knowledge sharing and consistency across teams, improving overall readiness.
- Tracked training completion and compliance metrics to identify trends, informing leadership decisions on training effectiveness.
- Supported adoption of system and workflow updates through clear documentation, coaching, and hands-on guidance.
Operations Supervisor
10 Months- Supervised 30+ employees, coordinating schedules and workload distribution to ensure smooth daily operations in high-volume environment.
- Monitored KPIs for productivity, quality, compliance, and staff utilization; used performance data to support operational improvements.
- Led initiatives to improve efficiency and transition employees successfully from training to production.
- Liaised between frontline staff, leadership, IT, and compliance teams to resolve operational issues and ensure continuity.
Education
Associate of Science
Skills
Training
Coaching & Knowledge Sharing
Case documentation
Process improvement
Account troubleshooting
Customer Support & Client Service
Issue resolution
Order support
Workflow troubleshooting
System Adoption Support
Process & Policy Adherence
Cross-Functional Communication
Concurrent Workload Management
SELECTED CUSTOMER SUPPORT STRENGTHS
- Service-focused communication
- Troubleshooting and escalation
- Accurate documentation
- Multitasking and workload prioritization
- Performance and quality metrics
- Process and policy updates
- Salesforce workflow support
- Cross-functional issue resolution
- Customer/patient engagement
- Continuous improvement
Timeline
Care Center Training Supervisor
Monogram Health
03.2026 - CurrentRead More
Patient Care Center Team Lead
Monogram Health
10.2024 - 03.2026Read More
Team Lead
CareBridge Medical Group
06.2023 - 09.2024Read More
Learning & Development Trainer
Nations Benefits
08.2022 - 04.2023Read More
Operations Supervisor
Nations Benefits
10.2021 - 08.2022Read More
Trevecca Nazarene University
Associate of Science
Read More