Operations Manager Customer Service

Tiffany Barrow

Covington, GA *****

+1-404-***-**** ****************@*****.*** https://www.linkedin.com/in/tiffany-barrow/

PROFESSIONAL SUMMARY

Experienced Area Leader with a strong background in managing multi-million dollar territories and driving operational excellence. Successfully exceeded branch budgets by 210% and increased KPIs by 25% year-over-year through strategic planning and execution. Proven track record in leading teams and managing Medicaid Waiver Programs, aiming to leverage expertise in clinical operations to enhance organizational success as an Operations Manager.

EXPERIENCE

DH Pace Feb 2025 - May 2025

District Admin Manager Norcross, GA

• Managed day-to-day operations, including scheduling appointments and billing for the Huntsville office.

• Proficiently handled confidential information per company policies and procedures.

• Utilized excellent communication and interpersonal skills to collaborate with colleagues, clients, and vendors.

• Excelled in customer service, resolving complex issues quickly and professionally.

Help at Home Dec 2021 - Sep 2024

Area Leader Georgia

•Managed a $24M territory across Georgia, overseeing 6 offices in Athens, Augusta, Brunswick, Columbus, Macon, and Valdosta, ensuring operational efficiency and client satisfaction

•Exceeded branch budgets by 210% in 2024 and increased KPIs established by Help at Home by 25% year-over-year through regular reporting in PowerBI and Alayacare

•Analyzed market trends to identify new opportunities for growth and addressed potential areas of concern, contributing to strategic planning and decision-making

•Led a team of 6 direct reports responsible for new business, scheduling, hiring/training of admin employees, and executing growth plans to achieve a record-breaking year for the territory.

•Managed all GA Medicaid Waiver Programs and built relationships with referral sources to secure new clients through business development efforts, enhancing program reach and client acquisition

•Conducted weekly audits for Q&C and yearly audits through the State of Georgia Dept of Community Health, AAA Grants, and CARF, ensuring compliance and improving service quality

•Evaluated employee performance, providing actionable feedback and opportunities for growth.

•Coached Branch Managers and Admin staff to increase NPS Scores through open communication with Clients and Caregivers.

•Managed each office's Operational Excellence, Payroll, Expenses, Revenue Cycle Management (AR/AP), Human Resources, Risk Management, Facility/Procurement, and collaborated with Legal to resolve issues, streamlining operations and reducing costs

•Fostered an inclusive work culture where diverse perspectives were valued, promoting greater innovation among the team.

WIS International Sep 2019 - Dec 2021

Regional Director GA, SC, NC, VA

•Oversaw the success of a dynamic $12.5M territory across eight offices, ensuring seamless execution of office-directed inventory counts and improved operational efficiency

•Met or exceeded district budgets by guiding district and area managers in understanding, analyzing, and responding to monthly P&L statements, resulting in improved financial management

•Monitored staff performance by actively engaging in and observing day-to-day activities.

•Motivated employees through communication, recognition programs, and tailored incentive structures aligned with corporate objec- tives, resulting in exceeding daily KPIs

•Spearheaded expansion into new territories, conducting thorough market research to identify opportunities and devise entry strategies.

•Analyzed market trends to inform strategic decision-making, adapting quickly to changing conditions for sustained success.

•Served as a mentor to emerging leaders, sharing knowledge and expertise while fostering an environment of continuous learning and growth.

RGIS Inventory Specialists Apr 2013 - Sep 2019

District Manager Georgia

•Managed and led all aspects of multi-store/customer operations for a high-performing $4.3M+ district in Macon, Stockbridge and Stone Mountain while driving continuous improvement in people, service, and profit management.

•Orchestrated in-store processes and provided direct support for over 50,000 inventories across Georgia, overseeing a team of direct reports with 5 managers and over 150 associates.

•Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.

•Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.

•Achieved consistent revenue growth by identifying new business opportunities within the district.

•Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.

•Developed and executed comprehensive training plans, resulting in improved employee performance and customer satisfaction.

•Received recognition as 'District Manager of the Year' in 2017.

•Area Manager from October 2009 to April 2013, overseeing team performance and implementing strategic initiatives that enhanced operational efficiency

EDUCATION

•Operational Excellence, Strategic Planning and Execution, Financial Management, Leadership & Team Management, Lean Manage- ment, Goal Setting and Performance Metrics, Innovation Management, Customer service, Analytical Mindset, Training & Develop- ment, Workforce Planning, Multicultural Sensitivity, Conflict Resolution, Continuous Improvements, Client Relationship Building, Productivity Improvements

American Intercontinental University, Atlanta, GA

Jan 2003 - Dec 2005

Bachelor of Fine Arts, Fashion Marketing & Design

• GPA: 3.71

• Achievements: Magna Cum Laude Honors

Atlanta, GA

SKILLS

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