Operations Supervisor - Customer Service Leader
Resume:
DeAnn Barnette
Operations Supervisor
***************@*****.***
OVERVIEW
Dynamic Operations Supervisor with extensive experience leading highperforming customer service teams in fastpaced, compliancedriven environments. Skilled in managing large groups of agents who handle complex billing inquiries, service requests, and customer account support. Known for driving performance, improving quality, and creating clear processes that enhance both the customer experience and operational efficiency. Adept at coaching, documentation, and using data to guide decisions, while fostering a positive, accountable team culture.
EXPERIENCE
TSI, Inc
03/08/2021 - Current
Operations Supervisor
Lead and develop a team of 25 customer support specialists responsible for handling complex billing inquiries, service requests, and accountrelated issues for a major electric and gas utility.
Oversee daily operations and ensure consistent achievement of all key performance indicators, including schedule adherence, attendance, quality assurance scores, Average Handle Time (AHT), hold time, and AfterCall Work (ACW), with a focus on accuracy, efficiency, and customer satisfaction.
Monitor performance trends, provide targeted coaching, and implement process improvements to strengthen compliance, productivity, and overall service delivery.
Foster a positive, accountable team culture through clear communication, structured feedback, and ongoing support that drives both individual and team success.
Southeastrans, Inc
01/04/2018 - 08/23/19
Customer Service Rep
Coordinated and scheduled nonemergency medical transportation services for Virginia Medicaid members, ensuring timely, accurate, and policycompliant support. Responsibilities included verifying insurance eligibility, conducting utilization reviews, and maintaining strict quality management standards to support safe and appropriate transportation services.
Delivered exceptional service to patients, providers, and partner organizations by balancing efficiency with empathy, ensuring every interaction met high expectations for accuracy, professionalism, and care.
Supported contracting agencies by consistently meeting performance expectations, optimizing resource utilization, and upholding service-level agreements that reinforced trust, reliability, and operational excellence.
Collaborated with internal teams and transportation providers to resolve issues, streamline processes, and enhance the overall customer and partner experience.
Kelly Temporary Svcs.
2007 - 2010
Clerical
Responsible for various clerical and administrative duties at assigned companies.
EDUCATION
University of Oklahoma, Norman, OK
1986 - 1991
Bachelor of Arts
Major in Psychology
Minor in English
SKILLS
Microsoft Office
Outlook
Leadership
Team Building
Project Management
Problem Solving
Organization
Communication (written and verbal)
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