TAMEIKA C. PRIDE

314-***-****

acf4di@r.postjobfree.com

OBJECTIVE A challenging position within a professional environment

providing opportunity for growth and career advancement.

Summary of

Qualifications Masters Degree in Business Administration from University

of Phoenix; Graduate of Lane College with a Bachelor's of Science in

Business Administration; Ten years Management experience within a call

center and customer service environment; Five years of project management

experience; Twelve years driving extensive customer service including:

Excellent written and verbal communication skills; Advanced leadership and

people management skills; Strong business acumen; measures Above-average

technical aptitude, including the ability to learn and utilize multiple

systems; Ability to establish effective relationships with employees of

diverse backgrounds and skill levels; Strong organizational, negotiation,

problem-solving, and time management skills; Superior written, oral, and

verbal skills; Above-average skill set with the entire Microsoft Office

Suite, Outlook, and Internet.

EXPERIENCE AMN Healthcare- Nursefinders

5/14-Current Manager

. Plans, directs and oversees the operations of all areas of the center;

including development of center policies, goals, objectives and

procedures to meet the business requirements.

. Identifies and implements new procedures and technologies.

. Oversees service levels, workflows, call flows and statistical

reporting.

. Ensures that current systems and procedures are sufficient to meet the

business needs and are leveraged to optimize efficiency and

effectiveness throughout the business.

. Ensures operational excellence, skills, knowledge and capacities to

meet the business needs.

. Monitors and evaluates performance related to service goals and

objectives, analyzes variances, performs process improvement audits

and develops and drives action plans to achieve optimal results.

. Forecast and planning to ensure necessary staffing levels to support

client and clinician demand.

. Develop and monitor benchmark standards to improve client and

clinician satisfaction and overall service.

. Identifies trends in inbound/outbound volumes and call flows.

Analyzes, identifies root causes, and develops action plans to

maximize client and clinician satisfaction.

Centene Corporation--Nurse Wise/Nurse Response

12/12-4/14 Supervisor

. Oversee all related activities including department

workflow and communicate and reinforce standards for

the operations team of 25 employees.

. Research and respond to business & customer service

inquiries and concerns. Make recommendations for

interventions and develop monitoring plan within

established time frames.

. Identify and analyze performance trends, recommend

and implement process improvements.

. Support integration of new business acquisitions and

new or updated programs and services.

. Collaborate with Workforce Management to ensure

optimal scheduling to meet contractual obligations

and achievement of key performance indicators.

. Evaluate data for incentive program to ensure

accurate budget payout and timely processing.

. Administer performance management, coaching &

training.

. Monitor activities concerned with implementation and

carrying out objectives of the project and ensure

compliance with company and government policies.

Project Management

. Review data, reports and records of activities to

ensure progress is being accomplished toward

specified project objectives and recommend

modifications or changes.

. Prepare reports on projects for senior management

staff.

. Participate in communication to department to explain

projects and individual responsibilities for

functions and phases of the project.

. Act as a liaison for the project between the

appropriate personnel to ensure delivery of projects

or business applications in an effective and timely

manner.

. Participate in identification and proposal of

departmental initiatives, including defining

requirements and implementing projects.

. Track and coordinate projects to ensure that

implementation and prescribed activities are carried

out in accordance with specified objectives.

Account Management

. Assist in the project management of all contract

implementations and in the establishment of strong

account relationships while ensuring a smooth

transition of services for members

. Act as liaison between all contracts and company

operating departments on Account Management issues

. Work with staff to resolve problems or complaints

identified by accounts and manage account issues to

closure.

. Provide support and strategic business insight about

products and services to management, peers and

clients.

4/12-12/12 Team Lead

Enterprise Rent a Car

05/10-4/12 Callbacks Manager

. Managed a team of 20 employees to provide excellent

customer service in our Insurance Replacement

Division

. Maintained service levels in regards to staffing;

quality monitoring and workforce management

. Effectively developed and managed relationships with

key accounts/customers

. Written account proposals, EOM reports & data

analysis to clients

. Managed several key accounts; initiated status and

EOM reports on a monthly basis; gave presentations to

various Account Executives

. Proficient in programs such as IEX Webstation & CMS

. Handled various departmental projects

03/09-05/10 Department Manager-Level 3

. Managed a team of 5 supervisor teams and 2

management trainees to provide excellent customer

service

. Forecast business trends and associated operational

needs

. Handled customer and group employee concerns to

satisfactory resolution

. Worked with Recruiting and HR to ensure staffing

measures were met.

. Assisted HR in attending career fairs to screen

candidates

. Managed a business area and acted as a subject matter

expert for other centers, operating groups and/or

corporate supervisors, HR and managers

. Effectively developed and managed relationships with

key accounts/customers; Drafted sales proposals,

letters, contracts, presentations

05/08-3/09 Department Manager-Level 3

Salt Lake City, UT

05/05-05/08 Team Manager--Level 2

St. Louis, MO

09/04-05/05 Contact Center Management Trainee-Level 1

St. Louis, MO

EDUCATION University of Phoenix

11/08-6/10 Masters of Business Administration (major)

St. Louis, MO

Lane College

08/00-04/04 Bachelor of Science, Business Administration (major)

Jackson, TN

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