Summary
Extremely proficient in high-volume call center environments, excelling at customer service, conflict resolution,
and time management.
I'm passionate about helping others, motivated, and eager to apply myself fully in a field
that aligns with my aspirations.
With a diverse background and a hunger for success, I bring adaptability, creativity, and a
willingness to learn to any role I undertake. I'm ready to take on any challenge and motivate others along the way.
experience
MedQuest Associates
December 2023-March 2024
Patient Experience Supervisor
- Led team of diverse, high performing scheduling agents
- Trained new hires to meet and exceed company performance & quality assurance standards
- Determined areas in need of improvement and devised targeted corrective actions for each concern to maintain optimal business operations.
- Maintained detailed reports of team member perormance metrics to include coachings and disciplinary actions.
- Coordinates with facility leaders and department leaders to maintain efficient workflows
Novant Health
August 2019 - December 2023
Radiology Scheduling Supervisor
- Utilized Strong relationships with facility leaders to minimize issues, maximize efficiency and develop new departmental processes and workflows while leading scheduling team.
- Primary liaison for Brunswick Radiology Scheduling Market
- Increased revenue and increased schedule efficiency for Greater Winston Salem and Brunswick radiology markets.
- Trained new company hires from day one to program graduation ensuring high team member performance rates..
- Mastered knowledge of all radiology specific modalities, processes, and order requirements to ensure patient safety & HIPAA compliance at all times.
- Exceeded metrics defined daily, monthly and quarterly by averaging 98-100% quality assurance scores with minimal to no error
- Demonstrated initiative by assisting with inbound & outbound calls when needed
- Demonstrated creativity by implementing new departmental workflows to improve performance while minimizing risk
- Regularly met with departmental & external leadership entities to ensure highest satisfaction
Education
Surry Community College
In Progress
Cyber Security & Information Assurance
Elkin High School
2005-2009