SHAMECA S. ROBERTSON

**** ****** ***** ****** #*

INDIANAPOLIS, INDIANA 46214

317-***-****

ad3ikm@r.postjobfree.com

ad3ikm@r.postjobfree.com

Objective: My objective or goal is to utilize the skills that I possess as well as learn new ones. I enjoy helping to develop others by ensuring that they have the access and means to receive the assistance/help they need for individual accountability & development. I also enjoy contributing new ideas and goals to an organization. I am driven & dedicated to getting the job done. EMPLOYMENT HISTORY

Inktel - Indianapolis, IN August 2022 - Current

Operations Supervisor (Standard) – Delta Faucet Program

Proficient in problem-solving and troubleshooting escalation issues related to customer warranty related issues and orders

Oversee a team of 16 direct reports (13 are WFH. I have agents in Florida, Indiana & Illinois)

Coach/mentor, develop and motivate team in order to meet SLA’s and program specific goals – hold weekly agent 1:1’s, team meeting, performance related meetings that require further disciplinary action as needed.

Place lower performers on a Performance Improvement Plan (PIP) in order to work closely with them for 30 days to determine how we can get them to goal for a given metric.

Communicate effective program/policy updates that can impact the entire team or program as whole

Submit IT issues/system issues to WFM so that agent schedules are update to reflect the correct issues

Meet with Leadership Team (Sup Huddles) daily and monthly to provide updates or concerns related to the program

Attend Weekly CSAT, AHT & Warranty Meetings if the team is below goal to assist the top (3) outliers & how we are moving

Have 1:1’s with the Operations Manager (OM) & Site Director (SD) in order to discuss my goals, issues and to provide updates on barriers that I am having with the team or individuals on the team.

Meet with the OM, Site Director and VP of Operations monthly to conduct Agent Talent Assessments

Review timesheets and submit necessary corrections to OM

Monitor team performance & communicate areas for opportunity to the team in order to meet our daily & monthly SLA’s

Ensure that attrition stays below goal by ensuring that agents have a schedule that allows them to support their needs as well as support the needs of the business.

Ensure that agents are being held accountable for their success and ensure they are on the right path to reach their goals

Troubleshoot issues related to the program and report these issues to the appropriate client contact(s)

Troubleshoot basic agent system issues and process IT Requests as needed for login and system issues

Multi-task between multiple team chats and assist as needed on the IA/Escalations line when needed

Review and complete CSAT (Service Recovery) cases. Contact consumers regarding negative surveys in order to provide a better overall consumer experience. This may include creating orders & expediting shipping.

Assist with credit card payments as needed (this is usually when the credit card team needs assistance)

Send weekly scorecards to the team to advise of where they are month to date (MTD).

Praise and provide feedback to agents regarding their performance. I also work closely with them to ensure that they stay on task and are performing to program specific standards

Create a monthly incentive/reward for the team in order to promote accountability, promote positivity/good morale & to increase overall individual and team performance

Other duties as assigned

Inktel - Indianapolis, IN June 2022 – August 2022

Interim Ops Supervisor (Standard) – Delta Faucet Program

Proficient in problem-solving and troubleshooting escalation issues related to customer warranty related issues and orders

Oversee a team of 10-15 direct reports

Coach/mentor, develop and motivate team in order to meet SLA’s and program specific goals – hold weekly 1:1’s and team meetings

Communicate effective program/policy updates that can impact the entire team or program as whole

Meet with Leadership Team daily and monthly to provide updates or concerns related to the program

Submit EOS reports to Leadership which details my teams’ overall stats for the previous and current day

Ensure that attrition stays low by ensuring that agents have a schedule that allows them to support their needs as well as supporting the needs of the business

Ensure that agents are being held accountable for their success and ensure they are on the right path to reach their goals

Troubleshoot issues related to program system issues and report these issues to the appropriate contacts

Multi-task between multiple team chats and assist as needed/Assist on the IA Escalations line when needed

Praise and provide feedback to agents regarding their performance. I also work closely with them to ensure that they stay on task and are performing to program specific standards.

Inktel - Indianapolis, IN April 2022 – June 2022

WFH Customer Service Agent – Delta Faucet Program

● Proficient in problem-solving and troubleshooting issues related to customer warranty related issues and order inquiries.

● Process new orders for replacement parts, process Return Call Tags within Salesforce

● Submit escalations to the Escalations team and/or other departments as needed.

● Assisted customers via phone, chat and email support when photo requests and other material is needed.

● Create and update existing cases in Salesforce if issues remain

● Other duties as assigned

USIC - Indianapolis, IN March 2019 - April 2022

WFH Digital Locator – (Due to Covid, half of the department was let go)

● Proficient in problem-solving and troubleshooting issues related to infrastructure locates

● Process ticket requests that we receive via phone requests related to outside/infrastructure dig sites or construction work sites

● Submit escalations to field technicians to go onsite and mark areas that are off limit for digging/construction. Scalable Press - Indianapolis, IN August 2016 - March 2019 Customer Support Manager (CSM) – (Work was outsourced to the Philippines/Guadalajara, Mexico)

● Works directly with internal and external outsource CS Representatives and Supervisors to assign daily tasks, weekly metrics

● Train new CS Representatives internally and externally, f needed

● Handles escalations by offering the appropriate resolutions and alternatives for the situation. Follow-up if needed.

● Conducts bi-weekly supervisor meetings to discuss current issues, departmental updates, etc.

● Conducts monthly one on ones with CS Representatives

● Conducts Performance Improvement Plans (PIPs), if needed

● Provides feedback to employees on performance in addition to providing disciplinary actions to employees as deemed appropriate.

● Conducts interviews, hiring, coaching and termination of employees

● Works directly with Supervisors to ensure proper training, etc. is provided

● Works directly with Director to determine needs and goals of the team

● Accesses and updates training material needed for new processes and procedures

● Ensures supervisors and agents meet weekly utilization as well as QA goals.

● Ensures that department budget is maintained and consistently determine ways to remain cost - efficient

● Conducts annual reviews and merit increases

● Accesses staffing levels to determine if we need to adjust staffing accordingly

● Approve timecard exceptions and hours in the ADP system

● Run daily reports to capture workload for each platform (Typically at 9:00am and 5:30pm)

● Approve time off requests in the ADP system

Scalable Press - Indianapolis, IN

Customer Support Supervisor

● Expert in TeeChip One and TeeChip Pro, ooSHIRTS, Scalable Press Platforms

● Proficient in problem-solving and troubleshooting for the entire CS Team.

● Works directly with internal and external outsource CS Representatives and SME’s to assist with daily processes/tasks

● Train new CS Representatives internally and externally

● Handles escalations by offering the appropriate solutions and alternatives for the situation. Follow-up if needed.

● Conducts weekly check-ins and Reviews

● Utilizes tools available (Training Manuals, spreadsheets, etc.) to respond to CS rep/customer questions or concerns

● Identifies and assess customer needs using a proactive approach to determine the issue at hand

● Provides feedback to employees on performance in addition to providing disciplinary actions to employees as deemed appropriate.

● Ability to assist in training and coaching/development of CS Representatives.

● Works directly with Manager to determine needs and goals of the team and assists accordingly

● Works directly with Manager regarding any behavioral, performance or attendance issues

● Works directly with Manager regarding new processes and procedures needed or created and relay them to the team

● Ensures agents meet utilization as well as QA goals.

● Other duties as assigned

Customer Service Representative (TeeChip)

● Give suggestions for replacements for customers to ensure they know of other options that may be available.

● Respond to emails regarding order inquiries, etc.

● Answer inbound calls regarding order status, placing orders, filing claims

● Meet goals and requirements as set by department standards

● Adhere to set schedules set by department and Management Covance Biopharmaceuticals (LabCorp) - Greenfield, IN November 2009 – May 2016 Operations Supervisor - Customer Support

● Monitors workflow and facilitates duties to employees on a daily basis for the area

● Approves/Denies PTO requests, schedule changes and timesheets

● Creates training plans for new classes, continued employees training and ensures that individual training records are up to date for each employee and accurately reflects their capabilities

● Assists in training new and existing employees on current and updated processes to ensure current processes and SOP’s are being adhered to.

● Provides feedback to employees on performance metrics and opportunities, in addition to providing disciplinary actions to employees as deemed appropriate.

● Proactively seeks opportunities to increase effectiveness and efficiency of all processes, procedures and labor needs within the group

● Works with internal/external clients regarding escalations or complaints to ensure needs are met

● Developed long-standing relationships with external clients to ensure SLAs and SOW’s are met.

● Works with Operations Support Manager to ensure that we have appropriate levels of staffing within the department.

● Writes and updates new and existing SOP’s for the processes

● Conducts performance reviews/appraisals, PIP's, establish recognition for performance/attendance Sr. Program Specialist Team Lead

● Performed new employee training classes and continuously assessed their progress per program specifications by giving out monthly quizzes to ensure knowledge of program

● Planned, developed, and assigned program activities to meet organizational objectives and goals.

● Received calls from customers regarding escalations or complaints regarding services being offered

● Provided feedback to employees on performance metrics and individual development plans (IDP)

● Assisted with interviews and hiring of new employees

● Monitor workflow to ensure that all work was assigned and being processed in a timely manner. Adjust forecast if needed to ensure work was maintained during times when employees were on PTO, sick, etc.

● Conducted monthly audits on each employee to ensure calls were being handled appropriately (e.g.) transferring to correct departments, giving correct and up to date information on services), etc.

● Provide feedback and updates to the Supervisor regarding issues with daily functions, scheduling, TAT’s, etc. Sample Coordinator Team Lead

● Process incoming sample specimens for Eli Lilly, Merck, Elusys, Lonza, and other manufacturers/distributors

● Input receipt of sample information into Nautilus 8.2 and 2003 systems (LIMS) and within excel.

● Store samples/specimen at the assigned store conditions until scientists utilize for testing purposes

● Aliquot samples for specific tests and sample analysis

● Run daily and weekly reports and packing lists for forecast of samples to be received and processed per our client database

● Monitor freezers and refrigerators to ensure they are within the appropriate temperature range so that samples stability is not jeopardized for lab studies

● Train new employees and establish process improvement and ideas needed for the department

● Oversee all samples received and processed and distributed to scientists for testing for different drugs etc.

● Work closely with scientists, analysts and outside clients to ensure that samples for test methods are processed and handled correctly.

● Oversee special projects per client request to ensure they are handled appropriately

● Use of lab equipment and PPE

● Ensure that team members are trained and up to date on current processes and that SOP’s, and Forms are revised and updated

● Hold weekly meetings to address updates on processes, etc.

● Data Entry, 10-Key and Customer Service Skills, etc

● Discard specimen material no longer needed per assays and test study results

● Assist FDA with audits conducted

● Use of GMP, GDP and GLP practices - Good Manufacturing, Good Documentation, Good Laboratory

●

Program Specialist

● Assist patients and providers with setting up appointments for Copay Assistance Programs and assisting with rescheduling if necessary.

● Receive inbound and conduct outbound calls for Benefits Investigations to payers, Dr’s offices, and patients

● Actively participate in ITC and client processes to ensure work is completed in a timely and efficient manner

● Meet schedule and workload assigned on a daily basis per ITC staffing and capacity analysis

● Datachecker for new hires and transferring employees

● Active participant in the Buddy Program for new hires and transferring employees

● Lead Trainer for new hires and transferring employees as well as Reverse Shadowing and CQM (OJT)

● Knowledge of SubQ (subcutaneous) for the drug Orencia

● Knowledge of Copay Assistance Programs for commercial and federally funded plans

● Extensive knowledge of Siebel, Cisco, Rightfax, Word, PowerPoint and Excel

● Knowledge of the NPI Registry for providers and facilities

● Special Payers Team Member for BCBS of FL, BCBS of RI and Tricare

● Claims Support and Prior Authorizations Team Member

● Bristol Meyer Squibb System Tester for the SubQ eSource web portal EDUCATION

High School Diploma

Northwest High School

Indianapolis, Indiana

B.A. Liberal Studies

University of Indianapolis (3rd year - Junior)

Indianapolis, Indiana

REFERENCES

Professional and personal references are available upon request

Contact this candidate