Kathy D. Allen
Cordova
Summary
Highly motivated manager with a 20-year tenure of Call Center Management, strong background in driving operational efficiency and customer satisfaction. Skilled in team management, conflict resolution, and process optimization. Known for collaborative approach and flexibility in meeting changing needs. Consistently delivers results through strategic planning and effective leadership.
Overview
21
21
years of professional experience
Work History
Call Center Director
RVC Outdoor Destination
Memphis, TN
01.2018 - Current
- Call Center Director/focusing on the nutrition of Customer Service, Talk and Handle time and Calls per hour.
- Mentor and develop the front line and managers to meet and exceed department KPIs and goals through weekly and monthly updates of their performance.
- Gatekeeper for payroll and billable hours directly to the client and 3rd party contracts.
- Participate in the hiring process including reviewing resumes, interviewing, and assessment testing.
- Correspond with current updates with the management of employee/HR regarding any service issues involving key clients or legal risk issues.
- Onboard new hires with HR and systematic Workday
- Maintain a professional relationship with the internal/external client to resolve employee on-site issues or concerns
- Increased billing operational effectiveness on the Cash Posting team. Achieved a successful staffing reduction by integrating IT solutions to streamline workflows.
- Manage Reservationist and Billing team, including overseeing the credit, billing, and collection function
- Create an effective work environment by developing a common vision, setting clear objectives, recognizing outstanding performance, and maintaining open communications
- Coordinate revenues accounting systems improvements partnering with a vendor, IT group, and other departments
- Develop a daily process and procedures to ensure daily billing and cash applications balance successfully.
- Analyze reports daily, weekly, and monthly making necessary changes to adjust for areas where improvement is required
- Create budgets and strategic plans for day-to-day operations
- Oversee the preparation and delivery of performance reviews
- Maximize forecasting tools to analyze revenue variance, business pipeline, and industry trends
- Incorporated knowledge of employment law to maintain compliance and operational standards Executed core financial processes, including vendor setup and payment, operational expense, administration of bank accounts, and account reconciliations
- Establish and maintain quality assurance protocols to ensure service excellence and adherence to compliance standards.
- Utilize customer feedback tools to assess service levels and drive continuous improvement initiatives across teams.
- Foster collaboration with marketing and sales teams to align customer service strategies with overall business objectives.
- Design employee engagement programs aimed at improving morale, retention rates, and productivity within the call center staff.
- Manage technology upgrades for call center software systems to enhance operational efficiency and improve user experience.
Call Center Supervisor Reimbursement, Program Manager
Accredo Health Group/United Biosources
Memphis, TN
01.2010 - 01.2018
- Completed, verified, and submitted employee’s payroll through Paycor, Field glass and Kronos.
- Managed staffing through direct hire or 3rd party contracts to fulfill the completion of the employment roster.
- Set and Implemented the highest standard with all activities related to Hipaa, HR compliance, and Employee Law.
- Onboard new hires with HR and systematic Workday
- Improved Accounts receivable follow-up processes by creating standard workflows and metrics for reimbursement department.
- Developed payer denial trending analysis with root cause mapping for company-wide improvements leading to changes in training, process improvements and system updates
- Executed performance evaluation and monthly counseling sessions with agents to improve overall performance.
- Maintained professional relationship with the internal/external client to resolve employee on-site issues or concerns
- Participated in interviewing prospective employees, evaluating current employees, and refresher training as needed
- Ensured staffing was accurate to meet the client’s expectations and needs for productivity success.
- Managed daily activity of agents, including attendance, accurate staffing, and availability during entire hours of operations.
- Develop SOPs for the department with cross-departmental support from key business stakeholders
- Mentor and develop the front line and managers to meet and exceed department KPIs and goals through weekly and monthly updates of their performance.
- Collaborated with company’s software vendor’s leadership team on optimizing current use of system features to improve workflow
Sr. Call Center Quality Analyst
ACS- Affiliated Computer Systems
Memphis, TN
01.2005 - 01.2010
- Submitted payroll for the complete Quality team through payroll system including
- Provided department leadership in the areas of staff performance including mentoring, auditing, productivity monitoring, and coaching for success.
- Participated in interviewing prospective permanent and contract seasonal employees to complete client’s staff requirements.
- Lead quality analyst team on opportunities for improvement while accurately adhering to quality regulations
- Gathered and processed monthly spreadsheets reflecting the top categories of quality trends throughout the call center for the month
- Trained and instructed quality analyst on new procedures and updates as it relates to company quality guidelines
- Demonstrated active team communication through the exchange of escalated issues to create and update new procedures as it relates to customer service
- Participated in weekly quality monitoring sessions, focusing on trends, behavior, and miss-opportunities as it relates to call center etiquette and quality assurance
- Performed one-on-one evaluations with agents to ensure I-Care guidelines were implemented
- Created Training sessions to enhance agents' knowledge of compliance protocols and quality standards.
- Quality Monitored and implemented a systematic approach for real-time monitoring of calls to ensure adherence to customer service benchmarks.
- Established a formal feedback loop with agents to facilitate constructive discussions on performance and best practices in call handling.
- Analyzed customer satisfaction surveys to identify trends and inform actionable improvements in service delivery.
- Conducted regular audits of call recordings to ensure compliance with HIPAA regulations and internal quality guidelines.
Education
Associate of Applied Science - Medical Office Professional
Concorde Career College
MemphisSkills
- Strong team leadership, collaboration, and training development background
- Effective Project Management
- Data analysis in Revenue Cycle/AR Management
- HR On-Boarding Proficiency
- Medical reimbursement expertise with local, state, federal, and Commercial payer
- Knowledge of Medical Terminology
- Call Center driven
- Medical Records/EHR software proficiency
- Successful Service Level, QPH and Quality Efficiency
- Training Facilitator Experience
- Advanced Problem Solving, Research, and Troubleshooting
- Client Cultivation Management Strategies and Office Procedure Development
- Proficient: Hospitality Software, Microsoft Office, Workday, Paylocity, Power Point, Excel Adobe Acrobat Reader, RMS, NextGen, Arc, Emdeon, Rxhome, ESD, EHR, Universal Medicaid, ADP, Fieldglass, Paycor, and Avaya
Timeline
Call Center Director
RVC Outdoor Destination
01.2018 - Current
Call Center Supervisor Reimbursement, Program Manager
Accredo Health Group/United Biosources
01.2010 - 01.2018
Sr. Call Center Quality Analyst
ACS- Affiliated Computer Systems
01.2005 - 01.2010
Associate of Applied Science - Medical Office Professional
Concorde Career College