Adrien Ellis Email & Phone Number

Atlanta Metropolitan Area

Forest Park, Georgia, United States

• 911 dispatcher with supervisory responsibilities. Frequently utilizes critical thinking and problem solving to assess emergency situations. Proven ability to remain calm in high stress scenarios. Strong communication.
• Supervises two 3-person teams of 911 dispatchers – to include monitoring and evaluating agent performance
• Answers both emergency and non-emergency calls – dispatching appropriate personnel as needed
• Handles several administrative functions to include running driver/criminal history queries, filing/validating warrants, and filing lost/stolen/missing items and missing persons reports into GCIC

Greater Atlanta Area

• Collaborated with the operational leadership on the day to day staffing activities, demand forecasting, scheduling, and analysis of service delivery. Provided guidance on resource management to ensure optimal delivery.
• Created and maintained shift profiles and scheduling rules within the Workforce Management software
• Coordinated offline activities (e.g. training, meal breaks, overtime, and vacation allowances) to ensure consistent service delivery
• Monitored intra-day call volumes, service level, and other key call center metrics
• Performed ad-hoc reporting as needed to support requests from others

Greater Atlanta Area

• Inbound call center supporting cloud-based EMR. Provided Tier 1 technical and billing support to a myriad of customers. Highly adept in systems analysis, troubleshooting, and de-escalation procedures.
• Provided technical and billing support to customers utilizing athenaOne cloud-based EMR
• Managed phone, case, and e-mail queues via SalesForce
• Utilized provided tools and analytical thinking to diagnose issues and propose solutions as it pertained to medical claim submissions, payment posting, patient accounts, HTML coding, appointment scheduling, clinical.
• Built custom system reports, per customer request, to track production and revenue
• Aided in the enrollment process between providers and insurance companies

Forest Park, GA

• 911 dispatcher with supervisory responsibilities. Frequently utilizes critical thinking and problem solving to assess emergency situations. Proven ability to remain calm in high stress scenarios. Strong communication.
• Supervises two 3-person teams of 911 dispatchers – to include monitoring and evaluating agent performance
• Answers both emergency and non-emergency calls – dispatching appropriate personnel as needed
• Handles several administrative functions to include running driver/criminal history queries, filing/validating warrants, and filing lost/stolen/missing items and missing persons reports into GCIC