Tristan Crafton
Springfield
Summary
Ambitious, upbeat, and hardworking employee with multitasking and time management abilities anxious to obtain an entry-level supervisor position to help launch career while achieving company goals. Proficient at mastering new skills, upstanding customer service, and relationship building skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Medical Service Coordinator II
One Call Care Management
10.2017 - Current
- Assisting with development plans for agents to reach meeting expectations of production including performing file audits and call monitoring.
- Providing feedback to management on new hires and current agents on their current trends in productivity, as well as giving insight on PIPs.
- Assisting with new hire training and teaching a class of new hires to perform productively on an entry level position.
- Recording attendance and providing it to upper management.
- Recruiting for weekly overtime and collaborating with leadership.
- Conducting audits on different specialty teams and job roles to report back to leadership.
- Taking on new job roles and assisting while supervisors/leadership are out of office on any notice.
- Providing excellent verbal and written communication skills both to fellow agents and to management on any assignment.
- Ability to work both independently and in a team environment.
- Running reports efficiently to generate and improve view of production.
- Calculating Productivity and planning an individualized improvement plan based off those stats.
- Generating SOP & Documents for procedure and protocols for coworkers to improve their production.
- Assisting supervisors with onboarding for new hires.
- Assisting with time sensitive escalations and resolving in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Recognized by management for providing exceptional customer service.
- Scheduling diagnostic procedures per HIPPA protocol.
- Working with leadership on UAT/Regression testing to verify the systems will be functional in a way that will not effect production.
Assistant Manager
Dollar General (Southwest Region)
08.2016 - 10.2017
- Managed customer service inquiries and complaints in a timely manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Supervised daily operations including scheduling shifts, assigning duties.
- Served as a liaison between staff members and senior management personnel.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Monitored employee attendance records, timekeeping, and payroll information.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
Education
High School Diploma -
Marshfield High School
Marshfield, MO05.2015
Skills
- Dependable and Responsible
- Proficiency in Excel
- Lean Six Sigma White Belt
- Organizational Skills
- Multitasking
- Problem Resolution
- Attention to Detail
- Organization
- Communication and adjusting methods of communication on basis events
- Relationship Building
Certification
Lean Six Sigma White Belt
Timeline
Medical Service Coordinator II
One Call Care Management
10.2017 - Current
Assistant Manager
Dollar General (Southwest Region)
08.2016 - 10.2017
High School Diploma -
Marshfield High School