Customer service supervisor

Taliena Gatch

Tampa, FL. *****

727-***-**** *****@*******.***

Summary

Obtain and analyst role to effectively utilize critical thinking to aid in organizational needs, oversee projects and experience to ensure organizational success.

Highlights

• Organized and efficient

• Excellent Communication

• Empathetic

• Delegation

• Adaptive and flexible

• Relationship-building

• Critical/Analytical Decision Making

• Trustworthiness

Professional Experience

PPL, LLC. Supervisor/Team Lead

April 2025 - Present

Tampa, FL, Remote

• Coaching and providing direction for our team of CSRs

• Daily Audits and Escalated Call Resolution

• Any and all assignments delegated by upper leadership

• Report analysis and critical decision making

• Monitoring Metrics, Attendance, Adherence

• Monitoring/Coaching Quality

• Pulling reports and identifying trends and creating action plans for improvement VA Community Care Team Supervisor

March. 2024 – April 2025

Optum, St. Petersburg, FL, Remote

• Coaching and direction for our team of ASRs/Subject Matter Experts

• Daily Audits, Scheduling, Escalated Call Resolution

• Any and all assignments delegated by upper leadership

• Report analysis and critical decision making

• Monitoring Metrics, Attendance, Adherence

• Monitoring/Coaching Quality

• Pulling reports and identifying trends and creating action plans for improvement VA Community Care Team Lead/Interim Supervisor

March. 2021 - Present

Optum, St. Petersburg, FL, Remote

• Coaching and direction for our team of ASRs/Subject Matter Experts

• Daily Audits, Scheduling, Escalated Call Resolution

• Any and all assignments delegated by upper leadership

• Report analysis and critical decision making

• Monitoring Metrics, Attendance, Adherence

• Monitoring/Coaching Quality

• Pulling reports and identifying trends and creating action plans for improvement Warranty Service Writer

July 2018-Nov 2019

GALATI YACHT SALES, St. Petersburg, FL

• Warranty Service Writing

• Effective communication with manufacturers

• Claim submission

• Contract adherence

Executive Assistant

Apr. 14 – Feb. 18

NORTHEAST MACHINERY NETWORK, Factoryville, PA

• Shipping/Receiving

• Process Improvement/Osha Officer

• Bookkeeping/Office Management

Senior QC Representative

Aug. 11 – Feb 2015

TMG HEALTH, Jessup, PA

• Processing all grievances and appeals

• Ensuring adherence to CMS guidelines, contracts, state and federal laws

• Maintaining positive relationships internally/externally

• Maintaining accurate/complete files

Dispute Resolution Specialist

Sept. 09 – Dec. 2010

EAGLE WARRANTY CORP, Eynon, PA

• Disputes/legal issues within multiple states

• Attend hearings

• Research

• Retention

Customer Service Associate III

June 02-March 06

CIGNA HEALTHCARE, Scranton, PA

• Handling pharmacy/medical inquiries

• Claim adjustments/Prior Authorizations

• Provider calls

• Gatekeeping

• Coaching

• RX Claims

Education

High School Diploma, Tunkhannock High School 1996

PC Support Technical Diploma, Star Technical Institute Volunteer Experience

President, People United in Recovery, Inc. – Success in helping youth with addiction issues creating resources and creating help that is needed to save their lives. References

Furnished upon request

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