Yvette Davis Email & Phone Number

Indianapolis

Cleveland, Ohio, United States

• Led and abided by company values to maintain cohesive and supportive working environment.
• Effectively raised overall Quality Assurance for client 30%
• Increased client Occupancy by 60%
• Created and delivered Monthly Business Reviews for clients.
• Assist with management and coaching of global front-line staff.
• Collaborated with recruiting staff in selection and hiring process along with managing client user access.

United States

• Clear barriers for the front-line agent and support internal collaboration to research resolve, and educate customers as needed.
• Monitor and assess team adherence to defined quality standards for the handling of all inquiries.
• Set clear and reasonable expectations for the team.
• Partner quality assurance to address gaps, or trends.
• Participate in selection and hiring process.

Indiana, United States

• Adhere to defined quality standards for the handling of all inquiries.
• Collaborate internally to research, resolve, and educate customers as needed.
• Leverage active listening to identify any unspoken need and strives to anticipate and eliminate any follow up or additional work for the customer.
• Produce high quality results that eliminate additional work for others including customers, peers, or other departments by being thorough and taking ownership of all inquiries.

Indiana, United States

• Established fluid processes for new or existing product per manufacturer guidelines to guarantee customer satisfaction and comply with business plan and vison
• Collaborated with multiple departments to uphold performance goals and meet deadlines per the book of business plan
• Managed specialized team of 12-20 direct reports focused on providing service for specific product
• Reviewed and prepared daily reports in order to delegate daily tasks
• Worked with reps to resolve account related issues
• Monitored employee productivity and performance to provide feedback and/or coaching as needed

• Led team of 12-20 call center representatives to align them with common goals and empower them to solve challenging problems
• Managed specialized team focused or providing service for specific product
• Drafted training material and conduct training for specialized team
• Recognized and recommended improvements to processes and procedures
• Guided and assisted with client escalations to ensure effective and efficient service

Indianapolis, Indiana, United States

• Oversaw team of 12 call center representatives to ensure continuity of flow for day to day operations in performance and productivity to meet service standards

Indianapolis, Indiana, United States

• Served as an expert to call center team to assist with efficient resolution of member and client related issues.
• Safeguarded client assurance for ordering and delivery by serving as a distinctive / personal point of contact for Office Based Infusion clinics
• Guided and mentored Patient Care Advocates with call escalations from multiple call centers as a specialist and leader

Master Of Public Administration (M.P.A.), Health/Health Care Administration/Management

Bachelor Of Science (B.S.)